At a Glance
- Tasks: Provide top-notch support to customers and resolve technical issues in a dynamic environment.
- Company: Join HMRC, one of the UK's largest organisations with a focus on innovation.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Other info: Great opportunities for career growth and professional development await you.
- Why this job: Make a real difference by supporting vital government services and enhancing customer experiences.
- Qualifications: Customer service skills and a knack for problem-solving are essential.
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.
HMRC is one of the largest organisations in the UK and runs one of the largest digital operations in government. With over 50 million customers at the heart of everything we do, the scale and impact of our work are vast. We embrace innovation, exploring new technologies and modern ways of working.
We are building a team of outstanding and creative professionals within HMRC's Chief Engineering and Platform Office (CEPO) which is within HMRC's Chief Digital and Information Officer Group (CDIO). Our mission is to deliver new digital services using modern technology and agile methodologies, while also transforming existing services and migrating them to cloud-based platforms.
This role sits within the Government Gateway (GG) Team, which supports over 130 services across 11 UK Government Departments. Government Gateway is a critical pan-government platform, and this role is central to its continued success.
Job description
The objective of the Service Desk is to provide a focal point for all customers, dealing with problems, questions and requests to help them get the best out of the service. The Service Desk forms the day-to-day single point of contact, between The Government Gateway, reliant parties across HMRC, other Government Departments including the upcoming introduction of One Login for Government. Day to day tasks include:
- Interaction with IT operational staff and/or internal/external stakeholders.
- Triaging incidents, managing the related ticket until conclusion, in a timely manner.
- Maintaining clear communication with the requestor and operational teams throughout the process.
- A Service Desk Analyst monitors inbound requests for support to multiple digital government services and provides resolutions to varied and difficult technical issues.
Person specification
Essential Criteria
- Contribute positively within a small, cohesive team in order to deliver a high-quality service to our customers.
- Able to own an issue until a new owner has been found or the problem has been mitigated and/or resolved.
- Able to investigate problems in systems, processes and services, with an understanding of the level of a problem (e.g. strategic, tactical, operational). Can contribute to the implementation of remedies and preventative measures.
- Able to identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.
- Maintains a high level of customer service. Has the confidence to deal with complex complaints.
Desirable criteria
- SFiA Core Skills: Proven experience of working to Customer Service Support Level 3.
- Knowledge and experience of Incident Management Level 3.
- Ability to analyse and undertake investigative work.
- Basic understanding of Microsoft packages.
- Previous experience of Splunk/CIP reporting systems.
Other Information
Candidates would need to either hold National Security Vetting at Security Check (SC) clearance level for this vacancy or be willing to consider applying for it. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application.
Behaviours
- Making Effective Decisions
- Delivering at Pace
- Changing and Improving
Benefits
Alongside your salary of 31,096, HM Revenue and Customs contributes 9,008 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.
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 and previous experiences. Your CV should cover your Job History up to your last 3 roles (250 words per role), giving a brief summary of what you delivered and any key achievements in each role and any Qualifications you hold.
- A 750-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 Essential Criteria and Person Specification outlined in the advert.
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.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV. At full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.
Interview
During the panel interview you will be asked Behaviour-based questions to explore in detail what you are capable of. Interviews will take place via video link. 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.
Security
Successful candidates must undergo a standard (or equivalent) criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.
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
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found.
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