Service Centre Administrator - Swansea - Sandringham Park

About the job

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC. Reporting to our dedicated Service Centre Team Leader, you would be based in Unity Business Services, DfT Operations Centre in Swansea. If you enjoy helping people and are driven by quality customer service, this role is for you. You will need a degree of initiative, be able to ask questions, navigate information screens, and work well as part of a team. A full training program will equip you with the skills to deal optimally with all enquiries.

Job description

• Respond to customer queries providing accurate and timely resolutions.
• Escalate complex issues appropriately and support first-line problem resolution.
• Use IT systems (including MS Office and call handling tools) to manage workload effectively.
• Maintain accurate records within service management systems.
• Process, scan, index and securely store documentation in line with procedures.
• Receive and distribute mail, liaising with courier services as required.
• Contribute to team performance targets and continuous improvement.
• Participate in team-based culture which identifies, communicates and addresses customers' needs and contributes to cross-team activities.

The Service Centre is open 8am - 5pm Monday to Friday (rota basis).

Further Information

This role is for up to 12 months to cover maternity leave.

Person specification

• Keen to learn and hardworking, with a strong dedication to providing outstanding service to our customers.
• Strong ability to work confidently as part of a team.
• Demonstrates a strong commitment to following processes and procedures, while maintaining a flexible approach and proactive demeanour toward expanding work-related skills and knowledge.
• Ability to remain positive and calm even during busy periods.
• Contributing constructive ideas in processes and procedures that will enhance the service.
• Confident using IT systems, including Microsoft Office.
• A positive, and flexible approach with a strong focus on customer services.

Desirable Criteria

• Experience with document management or call handling systems.
• Knowledge of systems such as SAP, ABW, Kofax or Proactis.
• Understanding of Finance, HR or Shared Services processes.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together

Benefits

Alongside your salary of 27,774, HM Revenue and Customs contributes 8,046 towards you being a member of the Civil Service Defined Benefit Pension scheme. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. Coaching and development.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service.

Things you need to know

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours and Experience.

How to Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history with a brief summary of what you delivered and any key achievements in each role (max 100 words per role).
• A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Person Specification outlined in the advert.
• A Separate 250-word statement addressing the specified Behaviour of Managing a Quality Service (Lead Behaviour).
• Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.

Further details around what this will entail are listed on the application form.

Sift

In the event of a large number of applications being received, an initial sift may be held on your Personal Statement. At full sift your behaviour statement, your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview. We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, your Experience will be assessed, and you will be asked Behaviour-based questions to explore in detail what you are capable of. Interviews will take place Face to Face in Swansea. Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via email.

This role is not eligible for 'skilled worker' sponsorship. The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of 41,700. In some cases, the minimum can be reduced to 34,400 (via 'tradable points') but this role pays below both amounts and therefore is not eligible.

The HMRC app can help you with your application. The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier. If successful in your application, you will need your National Insurance number for the onboarding process.

How to download the HMRC app and sign up for an account: Download the free HMRC app from the App Store or Google Play store. If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID. You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

Technical Support

If you are experiencing problems that cannot be resolved by our 'help' section, then technical support is available. You will receive a reply in 2 working days.

Important information for existing HMRC contractual homeworkers: Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Terms and Conditions

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band. Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found.