Connecting Talent to opportunity

Connecting Talent to opportunity

Learning and Talent Development Support Officer


Job Description:


Revenue & Customs Digital Technology Services (RCDTS) are working alongside HM Revenue & Customs (HMRC) and implementing bold plans to transform our IT and digital services. 

We are using digital services and smart data to help people deal with us effectively and efficiently, but also allows us to better identify the minority who seek to avoid or evade their taxes 

Our IT infrastructure is one of the largest and most dynamic in Europe, and we are now one of the most digitally-advanced tax authorities in the world. 

The Team 

Service Management & Operations (SM&O) are accountable for the end-to-end service for HMRC’s IT Systems & Services and our focus is on ensuring consistent, excellent Customer Experience. 

We work with hardworking, upbeat people who grow with the challenge of delivering transformation on a huge scale, and who already have real hands-on experience of driving through both technical and business changes 

The Learning and Development team and Service Central Academy provides continuous learning and development opportunities for all employees including specialist knowledge of Service Central.  

We deliver and operate a professional, knowledgeable and world class academy for HMRC, nurturing, supporting and enabling our high-performance culture to become the best in class for CDIO and to assist the Service Central Strategic Delivery Team to achieve its operational objectives for the tool.   

This is an exciting time to join the growing program, as we move on to deliver future phases and further exploit Service Now Capability to enable transformation of our organisation.  The Programme roadmap includes further changes across CDIO to grow the IT capability and additional growth requested by wider HMRC teams. 

The role is part of our Learning and Development Team/ Service Central Academy that works in tandem with the Service Central Strategic Delivery team. 


Role & Responsibilities 

We are looking for someone that has experience of working in an administrative role and that is extremely organised with the ability to work to tight deadlines and can analyse data in order to produce regular reports.  

You will be adaptable to frequent change and be able to overcome barriers to ensure efficiency within the team. You must have strong communication skills in order to liaise with various stakeholders throughout the business. 

Responsibilities include: 

  • Complete various administration tasks for the L&D and the Service Central Academy team, such as: 

  • Managing the L&D team mailbox 

  • Supporting trainers in preparing for the delivery of training courses 

  • Taking meeting minutes and tracking actions 

  • Being the first point of contact for any escalations and then working with the team to ensure their timely resolution 

  • Analysing and maintaining data with the view of producing various reports, ensuring a high level of accuracies, that will be shared with key stakeholders 

  • Administrating the Service Management and Operations learning forecast and Now Learning requests to ensure all requests are handled with fairness across the operation by liaising with the requester, the CDIO learning team and the Service Central Academy 

  • Managing the booking system for the training rooms in Longbenton and Telford 

  • Maintaining and continuously improving the L&D and the Service Central Academy SharePoint sites, ensuring that it meets the needs of customers both internal and external to the team 

  • Coordinating and scheduling training solutions through advertisements and calendar invites 

  • Creating and sending communications across SM&O regarding key L&D and the Service Central Academy messages and offerings 


Essential Knowledge, Criteria and Skills 

  • Previous experience in an administrative role 

  • Excellent organisational skills  

  • Excellent analytical skills 

  • Strong stakeholder management skills  

  • Excellent communication skills (both written and verbal)  

  • Proficient in Office 365 (Outlook, Excel and Word) 

  • Work independently, being able to juggle multiple tasks  

  • Experience in problem solving and using continuous improvement to implement solutions  

  • Writing business documentation  

Desirable Knowledge, Criteria and Skills 

  • Knowledge of ServiceNow and Now Learning 

  • Be able to describe the full training cycle 

  • ITIL 4 foundation aware 

  • Practical understanding of the HMRC Delivery Group structure and resolving teams or similar sized DevOps organisation 

Selection Process 

CVs should clearly demonstrate how the candidate meets the essential criteria and qualifications stated above. 

Applicants will be sifted based upon contents of the CV providing evidence of the essential criteria. 

If you are successful at the sift stage, you will be invited to interview to demonstrate your suitability. Interviews may be held via Teams due to current COVID19 situation. 


Additional Information 

All applicants will need to provide proof that they have the right to work in the UK. Information on Right to Work legislation can be found at Right to Work in UK  

We are committed to offering flexible working within our organisation. We will consider all requests to work part-time, flexibly or on a job-share basis. Please speak to the recruitment team or the hiring manager if you would like to discuss flexible working arrangements.   

RCDTS is an office-based organisation committed to achieving the optimum work/life balance arrangements for staff. Where business requirements permit, we are fully supportive of a blend of home and office working. 

A copy of the RCDTS Book of Benefits is attached to this job advert 

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 RCDTS employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance. 

A reserve list may be created if suitable candidates are identified and will last for a period of 12 months.