Surge and Rapid Response - Administrative Officer in Edinburgh

About the Team

Are you adaptable, quick‑thinking, and great at assisting customers? If this sounds like you, then 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 join our unique and innovative team in supporting government departments across the Civil Service. The Surge and Rapid Response Team works across government departments to provide operational support for planned peaks in demand, unplanned demand and a crisis response for unforeseen events. Some of SRRT’s biggest customers include the Home Office, Cabinet Office and Department for Work and Pensions, while also providing regular support to smaller parts of the Civil Service such as the National Crime Agency and Animal, Plant and Health Agency. We pride ourselves on delivering excellent customer service.

We are a highly adaptable and flexible team who can deploy our people where and when they are needed most, often on 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 in an inclusive and respectful environment. We want to maximise the potential of everyone who chooses to work for us, offering a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success in SRRT, and we welcome applications from all backgrounds with the skills needed for this role.

Job Description

In this frontline customer‑service role, you’ll be handling inbound and outbound calls, assisting customers, and providing vital administrative support where it’s needed most. You will have the opportunity to enrol onto our Level 3 Apprenticeship Programme, which is a fantastic way to earn while you learn and gain a formal qualification as part of your day‑to‑day work.

What you’ll be doing:

• Answer inbound calls and make outbound calls to assist customers.
• Manage casework and data processing using various IT systems.
• Occasionally engage with customers face‑to‑face when required.
• Adapt to urgent tasks, which may involve travelling at short notice.
• Communicate effectively and work independently in a dynamic environment.

Kick‑start your career with full training and support, no previous experience required. All we ask is that you bring your enthusiasm, a helpful attitude, and a willingness to learn. From day one, you’ll be part of a friendly and supportive team committed to helping you grow and reach your full potential.

Need for flexibility:

Are able to travel nationally or abroad, sometimes at short notice, including overnight stays. The Surge and Rapid Response Team will pay for all travel and accommodation related to work‑related activity. Flexibility is a contractual requirement for this role.

Requirements:

Before applying for this role, please consider if the following requirements are suitable to your personal circumstances as they are a contractual requirement for this role. Security clearance is an essential requirement. You will usually need to meet the minimum UK residency period for the level of vetting being undertaken (SC requires 5 years UK residency) before your vetting application. If you select to complete an apprenticeship, there is an expectation to progress it in accordance with the completion date determined by the Apprenticeship Programme and achieve a pass or higher at the End Point Assessment. Training and probation run concurrently; failure to complete probation may result in termination.

Working Patterns:

We consider part‑time requests where possible, subject to operational and customer service needs. Part‑time is a minimum of 22 hours and 12 minutes per week. Pay and annual leave will be pro‑rated if we agree to your request. You will be required to complete your induction and any deployment training on a full‑time basis.

Behaviours:

We will assess you against these behaviours during the selection process: Managing a Quality Service, Delivering at Pace. We only ask for evidence of these behaviours on your application form.