Surge and Rapid Response Team (SRRT) is an innovative and unique team, providing rapid and planned response to support the Civil Service in times of emergency, crisis or unusually high peaks in work.

Based in HMRC, you and your team could be deployed locally or to other parts of the UK and in some circumstances deployed internationally to support in a vast array of government departments abroad. The work we do is varied, covering a broad range of tasks from data processing to telephony or face to face interactions with customers, and these will change on a regular basis. We work with several government departments such as HMRC, Border Force and DWP. Wherever possible, we aim to bring the work to our people, meaning most of our work is done locally, however, during periods of unexpected demand or during a crisis, it is likely we will need you to travel away from home to provide support. At times this might require overseas travel. This role is combined with the fantastic opportunity to complete the level 3 Operational Delivery Apprenticeship Scheme, which is the mandatory personal development route for this role. This apprenticeship is funded by the Department of Education (DfE) but there are conditions for accessing this funding.


Completion of this apprenticeship is mandatory for all Administrative Officers in the SRRT. You will only be exempt from doing it if you have previously completed and passed this apprenticeship scheme. You will be allocated learning time to undertake the qualification, which is usually achieved over 16 months.

As an apprentice within the SRRT and the wider Civil Service, you’ll have a first-rate opportunity of working in an energetic and transformative organisation while gaining an internationally recognised qualification.

Job description

Are you great with people, helpful, enthusiastic and a team player?
If this sounds like you, then you could be just the person we’d be proud to employ in SRRT. You’ll be the first point of contact for our customers, providing a first-rate service by phone, letter, email, webchat and face to face.

You’ll actively seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills. Don’t worry, you’ll get training before you go out on deployments.
Working for SRRT, you’ll get real responsibility and opportunities to shine and develop your career with us. You’ll join a friendly and welcoming team and receive plenty of support to help you reach your potential.

Responsibilities

Your average day will vary due to the changing nature of deployments. You will provide service to customers via telephone, webchat, email and sometimes face to face.
Key tasks could include but are not limited to:

• Handling casework, customer facing, and telephony, where you will be expected to deal with both inbound and outbound calls, speaking to a wide customer base, often dealing with complex and sensitive customer needs.

• Using and maintaining multiple government databases.

• Collaborating and working professionally with colleagues across the team and throughout our government.

• Assisting the high profile ‘rapid response’ deployments.

There are several key behaviours we look for in SRRT, such as:

• Helping to foster a ‘continuous improvement’ ethos throughout the team.

• Maintaining a culture committed to equal opportunities.

In order to achieve these, you will be:

• An excellent communicator with a high standard of customer service skills.

• Highly motivated and able to work with minimum supervision.

• A positive thinker with the ability to problem solve and achieve outcomes in a timely manner.

• Able to work in a fast-paced environment, with the flexibility to move quickly between tasks.

HMRC are an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.