Service Centre Administrator

Job summary

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.

Visit our YouTube channel to watch the full series and come and discover your potential.

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

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

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. Find out what benefits a Civil Service Pension provides (opens in a new window).

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 HMRChear from our insiders or visitThinking of joining the Civil Service

Things you need to know

Artificial intelligence

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. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), 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 bo