Job Title: Customer Services Advisor

The Surge and Rapid Response Team are looking for flexible frontline operational staff to be deployed as members of our deployment team to carry out various roles across a range of different civil service departments.

You will work as a permanent member of the Surge and Rapid Response Team deploying to provide great customer service and work in a host of different environments.

In this role you will deliver a high-quality service to support the delivery of key objectives, your work will vary based on the live deployments at the time and there may be times where you will need to support the Surge and Rapid Response Team by managing priorities and deliverables where required.

Key responsibilities

Tasks and responsibilities may include:

• Casework, telephony, decision making and data processing across a variety of departments and different IT systems.
• Face to face engagement with the public, such as passport control.
• Responding to priority work requiring training or sometimes travelling at short notice.
• Delivering against timeliness and quality targets, providing excellent customer service.
• Excellent verbal and written communication skills, with the ability to work with minimum supervision within a dynamic environment.
• Developing and maintaining good working relationships with customers, both internal/external stakeholders to deliver.
• Having responsibility for effective personal and team delivery.

You won’t need previous experience because full training will be provided. Your enthusiasm, willingness to learn and keenness to deliver is what we are looking for.

You will join a network of people in the Surge and Rapid Response Team spread across a variety of different locations. The teams are friendly and welcoming and will be there to help you reach your potential.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Person specification

Essential Criteria:

We are looking for staff who will uphold the Civil Service values and standards of behaviour and who:

• Are able to travel nationally or abroad, sometimes at short notice, including overnight stays. (The Surge and Rapid Response Team will pay for all travel and accommodation associated with work related activity).
• Are flexible, adaptive and can effectively deliver against deadlines

Desirable Criteria:

We are looking for staff who will uphold the Civil Service values and standards of behaviour and who:

• Are capable and confident in making decision, in line with training, to deliver.
• Can demonstrate sound interpersonal, communication and relationship-building skills and thrive working as part of a team as well as working autonomously.
• Resilient and prepared to deal with challenge and/or confrontation.
• Comfortable dealing with the public in person, in writing or on the telephone.

Behaviours

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

• Making Effective Decisions
• Managing a Quality Service

What can we offer you?

See a list of HMRC benefits and what we can offer you on the full job advert on Civil Service Jobs.

Diversity and inclusion

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

Next steps

Select apply to view the full job advert on Civil Service Jobs. From there you can start your application which consists of:

• A short application form
• Civil Service Caseworker Test
• Civil Service Numerical Test
• A name blind CV including your job history and previous experiences
• a video interview