Customer Service Helpdesk Operative Apprenticeship

Job summary

We’re responsible for Land Transaction Tax, Landfill Disposals Tax and the introduction of the Visitor Levy in Wales. Our work raises revenue to support public services, like the NHS and schools, in communities across Wales. But that’s not all, we're also involved with and support future tax design for Wales.

Join a place with purpose
You’ll join a team of 100+ talented people from across 14 different professions. Our culture is best described as innovative, collaborative and kind. By working together, we’ll deliver a fair tax system for Wales.

Our people
You’ll be working with people from a wide range of backgrounds and experience. From Operations, Policy, Digital and Data, HR, Communications to Finance – there’s a place for you in our friendly team.

You’ll be our greatest asset

You’ll be joining an inclusive organisation and be part of a team where you can thrive, be rewarded and heard.

We’re recognised as one of the top organisations for people engagement in the Civil Service People Survey. Inclusion and fairness are one of our strongest areas, as well as pay and benefits – our People Survey results say it all!

We’re also recognised for being innovative and a digital, ‘cloud-based’ organisation that supports hybrid and flexible working enabling a great work-life balance.

More about working for us, our roles and our Corporate Plan 2025 - 2028 .

Job description

In this role, you will be one of the first points of contact for customers of the Welsh Revenue Authority (WRA), including taxpayers and their representatives. You will play an important part in creating a positive customer experience and helping people meet their tax obligations accurately and on time.

As part of our supportive Operations team of more than 30 colleagues, you will contribute to delivering Our Approach – a distinctly Welsh way of administering tax that emphasises collaboration, trust, and partnership with taxpayers and their representatives, including solicitors and conveyancers.

You will undertake a variety of customer service and administrative responsibilities, supporting the collection and management of Land Transaction Tax, the Visitor Levy, and the national register of visitor accommodation providers in Wales. Your work will help individuals during significant life events, such as purchasing a home, as well as businesses and organisations in meeting their tax-related responsibilities.

We are seeking an organised and proactive individual who can manage a varied workload while maintaining a high level of accuracy and attention to detail. You will be comfortable working in a structured environment, prioritising tasks effectively, and adapting to changing demands.

Collaboration is central to this role. You will work closely with colleagues across operational teams and be committed to delivering a professional, responsive, and customer-focused service to both internal and external stakeholders. You will take pride in resolving queries efficiently and clearly, ensuring customers feel supported and confident in the service they receive.

As the Welsh Revenue Authority continues to evolve, this role will provide opportunities to develop new skills, broaden your experience, and grow within the organisation.

A comprehensive training programme will be provided, covering all aspects of the role. As this is an apprenticeship opportunity, the programme is designed to equip you with valuable new skills, knowledge, and practical experience in business administration and customer service.

Successful completion of the apprenticeship and Business Administration qualification will provide a pathway to a permanent role within the organisation.

The qualification will be delivered by Coleg y Cymoedd and will support your long-term professional development.

The apprenticeship is expected to last a minimum of 15 months, depending on your existing qualifications. Applicants who do not already hold relevant qualifications may be required to complete the Level 2 Business Administration qualification before progressing to Level 3.

There are two Team Support Apprentice vacancies available. Welsh language skills are not essential for this particular position.

"Our helpdesk colleagues are at the forefront of providing professional, expert and friendly advice to our customers, making vital first impressions as well as building long-term trusted relationships. You will join an interesting, supportive organisation and be proud of being at the heart of our business, collecting and managing our devolved taxes, to fund Welsh public services such as schools and hospitals.”

Paul Johnson. Customer Service Helpdesk Operative

Person specification

• Provide customers with a professional, friendly, and accurate service, to help them comply with their responsibilities, for example providing help and advice by answering phone calls and responding to emails, drafting letters, redirecting customers to an appropriate colleague for further assistance when required.
• Effectively and efficiently identify and understand the needs of the customer and decide, based on guidance, the best course of action to help each customer
• Actively seek to provide tailored support for those with specific needs or requiring additional support
• Accurately input and update data on the WRA’s Tax Management System with information received by the customer; Liaise with the customers where information is missing or incorrect to ensure the correct information is held on the system
• Monitor and review cases to ensure that appropriate action has been taken in the allocated time, ensuring the highest standard of accuracy and audit is maintained at all times
• Look for opportunities in your own work and that of your wider team to continuously improve our services and processes, identifying and implementing improvements based on customer feedback
• Provide support across the organisation when required

Candidate information Session

If this seems like a role you’d be interested in, join us for our virtual Candidate Information Sessions. You’ll meet the Line Manager, get an overview of the role as well a feeling for what it’s like to work at the WRA. We’ll also talk through our benefits and provide helpful tips for your application with us. Please register for one of the sessions below:

Register here for 11th August at 12:30pm:

https://CustomerServiceHelpdeskOperativeApprenticeship.eventbrite.co.uk

Register here for 11th August at 16:00pm:

https://CustomerServiceHelpdeskOperativeApprenticeship.eventbrite.co.uk

Languages

Welsh language requirements - We’ve undertaken an objective assessment of the Welsh language skills needed to undertake the duties of this role. For this role:
Welsh language skills - Welsh skills are not essential. This means that you do not need Welsh language skills to undertake this role and these skills won’t be assessed during the recruitment process. However, we actively encourage all staff to learn, or improve their Welsh language skills and offer a range of opportunities to suit every