Are you great with people, helpful and enthusiastic?

As a Customer Services consultant at HMRC you'll be the first point of contact for our customers, providing a first-rate service by phone, letter, email and webchat.

You'll seek to resolve customer queries at the first point of contact where possible, and use your brilliant communication skills to handle sometimes complex but rewarding conversations.

You'll get real responsibility and opportunities to develop your career. You'll join a friendly and welcoming team, and receive plenty of support to help you reach your potential.

No experience is necessary as full training will be given. You will also be enrolled on our Operational Delivery Apprenticeship scheme. It's a fantastic way to learn while you earn, build valuable skills and gain a recognised qualification.

Working Patterns: Our customer services centres are open 7 days a week 8am to 10pm and we provide customer support during these hours. We are currently looking for people to cover our evening work.

The minimum number of hours for the evening working pattern is 25 hours over five days (Monday to Friday) with a range of working hours, between 3pm to 9pm subject to business need. Please only continue with your application if you can commit to these hours.

Part time hours: The pay and annual leave for the vacancy will be pro-rata for successful part-time positions.

Please note: The reason we are launching these recruitment campaigns is to ensure we have sufficient resource available for the future to cover our recruitment needs for the next 12 months.

Responsibilities
Are you who we're looking for?

You'll need to be able to demonstrate:

great communication skills - both written and verbal

dedication to providing a brilliant service for our customers

ability to handle both enjoyable and fast-paced conversations

ability to provide information, quickly and clearly

can-do attitude and a real passion for supporting people

a proficiency in maths and the ability to deal with basic calculations

We're striving to be the best customer service organisation in the UK and we need fantastic people like you to help us achieve this.

Behaviours

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

• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing

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

• Managing a Quality Service

Benefits

Benefits

Learning and development opportunities tailored to your role

An environment with several working options

A culture encouraging inclusion and diversity

A Civil Service pension

If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department's Daily Travel Assistance guidance.

PLEASE REFER TO THE CANDIDATE PACK FOR MORE INFORMATION

Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.

Selection process details

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

We will use the following selection process for this vacancy

Application

250 word example on the Managing a Quality Service behaviour

Civil Service Judgement Test

Interview

After submission of your application and behaviour statement you will be invited to complete a Civil Service Judgement Test (CSJT).

The behaviour statement will be used as a tie-breaker if there are identical scores on the merit list.

During the CSJT and Interview you will be tested on the following behaviours:

Managing a Quality Service

Delivering at Pace

Communicating and Influencing

We encourage you to complete the online tests as soon as possible as there will be no technical help or guaranteed assistance with online tests after 3pm on 18th October.

If you experience any technical difficulties during the completion of the online test, it is important that you do not attempt to submit another application, as this may be classed as a duplicate application and will be withdrawn. In all circumstances of any technical issues, please contact Government Recruitment Services at [email protected]

HMRC reserve the right to increase or decrease the pass mark in order to manage successful applicant volumes.

Please note that the online test associated with this vacancy is not subject to time limits. Guidance for the online test will be available when you are invited to take the test. The test is administered online and accessed via the CS Jobs website.

Important: Should you be successful in your test you will be placed on a merit list in score order. We may not be inviting people to interview immediately. Depending on your position on the merit list you could be invited to an interview at some point within the next 6 months

This vacancy is part of the 111R Campaign and linked to the following references: 16920, 16922, 16926, 16927, 16929, 16933, 16937.

If you apply for more than one of the linked vacancies above, your test & interview scores will be automatically carried across to each linked (duplicate) application, and you will only be invited to attend one interview. If you are successful, once an offer has been accepted all other applications linked to this campaign will be withdrawn.

If you withdraw your initial application, your applications for any other locations you have applied for within the campaign will also be impacted. If you still want to be considered for your remaining applications, it is very important that you contact The Recruitment Team ASAP to let us know you still want to be considered at the other location. Failure to contact us when withdrawing one application could result in all linked applications being withdrawn.

Reasonable adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Services as soon as possible before the closing date to discuss your needs Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.

Security Update

If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a disclosure and barring security check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.

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. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

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.

Further Information

In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce. These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. There will also be a small number of specialist sites, where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. In addition, our Welsh language service has people in specialist roles located in Porthmadog, as well as Cardiff. If you are recruited into an office that is not one of these locations, you will be expected, subject to HMRC's applicable policies, to move to one of these locations in the future. In some cases this will be via a transitional site. If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. If you are a current HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC. For more information please contact the vacancy holder.

Terms and Conditions

Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit : Annual Leave

Pay If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

New entrants are expected to join on the minimum of the pay band.

Any move to HMRC will mean you will no longer be able to carry on claiming childcare vouchers.

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

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .

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 equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.