At a Glance
- Tasks: Assist customers through calls and provide vital admin support in a dynamic environment.
- Company: Join the Surge and Rapid Response Team at HM Revenue and Customs.
- Benefits: Earn while you learn with our Level 3 Apprenticeship Programme and enjoy paid travel.
- Other info: Flexible hours available; travel across the UK and abroad for exciting opportunities.
- Why this job: Make a real difference by supporting government departments during critical times.
- Qualifications: No experience needed, just enthusiasm and a willingness to learn.
The predicted salary is between 24000 - 28000 £ per year.
About the Team
Are you adaptable, quick‑thinking, and great at assisting customers? If this sounds like you, you could be just the person we’re looking for to join our Surge and Rapid Response Team (SRRT). SRRT is looking for enthusiastic individuals to support government departments across the Civil Service. The team works across departments to provide operational support for planned peaks in demand, unplanned demand and offers crisis response for unforeseen events. Some of SRRT’s biggest customers include the Home Office, Cabinet Office and Department for Work and Pensions, with regular provision to smaller parts of the Civil Service including the National Crime Agency and Animal, Plant and Health Agency. We pride ourselves on delivering excellent customer service and are a highly adaptable, flexible team that can deploy people where and when they are needed, frequently at short notice, sometimes away from home, across the UK and abroad, including overnight stays. The Surge and Rapid Response Teams are based out of HM Revenue and Customs, and we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.
Job Description
This frontline customer service role involves handling inbound and outbound calls, assisting customers and providing vital administrative support where required. You will also have the opportunity to enrol onto our Level 3 Apprenticeship Programme, earning a formal qualification while working.
Responsibilities
- Answer inbound calls and make outbound calls to assist customers.
- Manage casework and process data using various IT systems.
- Occasionally engage with customers face‑to‑face when required.
- Adapt to urgent tasks, which may involve traveling on short notice.
- Communicate effectively and work independently in a dynamic environment.
Key Requirements
- No previous experience required.
- Enthusiasm, a helpful attitude and willingness to learn.
- Ample flexibility to travel nationally or abroad, sometimes at short notice, including overnight stays. Travel and accommodation will be paid.
- Part‑time requests will be considered for a minimum of 22 hours 12 minutes per week; pay and leave will be pro‑rated.
- Full completion of induction and deployment training on a full‑time basis.
- Security clearance at SC level is required. Applicants must normally meet the UK residency requirement of 5 years before vetting.
Behaviours
- Managing a Quality Service
- Delivering at Pace
- Equal Opportunities
Diverse perspectives and experiences are critical to our success in SRRT, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
Surge and Rapid Response - Administrative Officer in Cardiff employer: HM Revenue & Customs
Joining the Surge and Rapid Response Team (SRRT) offers a unique opportunity to work in a dynamic environment where adaptability and customer service excellence are paramount. With a commitment to inclusivity and respect, we provide our employees with valuable training opportunities, including enrolment in our Level 3 Apprenticeship Programme, while also supporting their growth through diverse experiences across the UK and abroad. Our flexible work culture ensures that every team member feels valued and empowered to make a meaningful impact in supporting vital government operations.
StudySmarter Expert Advice🤫
We think this is how you could land Surge and Rapid Response - Administrative Officer in Cardiff
✨Get to Know Your Local Businesses
For an apprenticeship in customer support, don’t hesitate to pop into local shops or businesses. They might not have job postings up, but often they’re looking for eager apprentices who can learn on the job. Approach them with confidence and express your interest.
✨Leverage Online Communities
Dive into online forums and communities focused on customer support. Places like Reddit or specific Facebook groups are goldmines for advice and networking. You never know who might be looking for an apprentice or have insider tips about openings at places like HM Revenue & Customs.
✨Tap Into Your School’s Resources
Make sure to use your school’s career services. They often have connections with companies looking for apprentices, which can give you a head start. Plus, they can help you polish your interview skills to shine during those crucial moments.
✨Show Your Passion Online
Create a simple portfolio showcasing any relevant experience, even if it's just customer service experience from part-time gigs. Share it on platforms like LinkedIn to make yourself more visible to employers like HM Revenue & Customs. It’s all about getting your name out there and showing you’re keen to learn!
We think you need these skills to ace Surge and Rapid Response - Administrative Officer in Cardiff
Some tips for your application 🫡
Show off your communication skills!:In customer support, being able to communicate clearly and effectively is key. When writing your application, make sure to highlight any relevant experience where you've had to support or assist others, whether that's in a job, volunteering, or even in school projects. We want to see how you express yourself and ensure that your enthusiasm comes through!
Tailor your CV to the support role:Your CV should reflect skills that are essential for customer support, like patience, problem-solving, and empathy. Highlight any instances where you've handled difficult situations or resolved conflicts, even if they're not from a formal job. This is your chance to prove that you have the right mindset for an apprenticeship with us at HM Revenue & Customs.
Include relevant coursework or certifications:If you've taken any courses related to customer service or communications, shout about them! This could be anything from online courses to workshops. Certifications show us you're serious about getting into the field and help us see your commitment to learning more in your apprenticeship.
Express your willingness to learn:Since this is an apprenticeship, showing that you’re eager to learn and grow is really important. In your cover letter, share specific reasons why you want to join HM Revenue & Customs and how you're looking forward to gaining hands-on experience in customer support. We love candidates who are enthusiastic and ready to dive into the learning process!
How to prepare for a job interview at HM Revenue & Customs
✨Mastering Communication Skills
As a customer support apprentice, showcasing your verbal and written communication skills is essential. Think about past experiences where you've had to resolve issues or clarify misunderstandings – be ready to discuss these during your interview. Remember, it's all about demonstrating your ability to empathise with customers and provide effective solutions.
✨Brush Up on Product Knowledge
Get familiar with the products or services offered by HM Revenue & Customs. Being knowledgeable about what they sell not only shows your interest but also helps you answer possible technical questions about how you’d assist customers. Prepare to discuss how you would approach learning about new products and your strategy for staying updated.
✨Prepare for Scenario Questions
Expect interviewers to throw some real-life scenarios at you. Prepare for questions about how to handle difficult customers or complaints. They want to see how well you can think on your feet and apply your customer service skills in challenging situations. Try role-playing with a friend to feel more prepared!
✨Show Enthusiasm for Learning
Since you’re applying for an apprenticeship, the hiring team at HM Revenue & Customs will be looking for your motivation to learn and grow. Be ready to express your eagerness to absorb knowledge from seasoned professionals and how you plan to contribute to the team's success. Show them that you're not just looking for a job, but a pathway to build your skills!
