Estates Customer Services Apprenticeship
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About the job
Benefits
Things you need to know
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Location
About the job
Job summary
Are you looking for an organisation that cares about the work-life balance of its workforce? An employer who offers structured personal development, progression opportunities and outstanding training? Well look no further!
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 do this by taking equality, diversity and inclusion into account in everything we do.
Diverse perspectives and experiences are critical to our success and we welcome and encourage applications from all people from all backgrounds with the relevant experience and skills.
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. What’s more, most roles offer hybrid working where you spend part of your working week at home giving you even more control over your work-life balance.
See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.
Job description
As one of our Estates Customer Service Apprentices you will be a part of our Workplace Operations Estates Team in our Government Hub of Ty William Morgan in Cardiff. We'll put you through a Customer Service apprenticeship to provide you with the knowledge, skills and behaviours to become a high performing customer service specialist and equip you with the theory and the skills to influence customer experience and deliver high levels of customer satisfaction.
You will influence customer experience and deliver high levels of customer satisfaction, having responsibility for building customer and stakeholder relationships on all aspects of Estates related requirements for the site. You will monitor customer activity to develop an understanding of customer issues, building your knowledge of Estates and FM, to resolve issues and improve the building user experience. As part of the Workplace Operations team, you will work with both Building Management and FM colleagues on site, to effectively manage the day to day running of the Government Hub, and the Regions specialist sites.
This is a real opportunity to shape your career in Estates. There will be opportunities to shadow colleagues and engage with all parts of the business and to potentially further your learning in the property profession.
Person specification
As our Customer Service Apprentice you will be responsible for, but not limited to:
- Managing the Estates Team communication platforms, including Mailbox, Yammer, and face to face.
- Reviewing and updating the building A-Z and Building Directory to ensure it is maintained with accurate building information.
- Carry out building inductions for new starters to the Government Hub.
- Plan and carry out regular building inspections, reporting identified issues and ensuring Risk Assessments are in place.
- Secretariat for the Building House Committee, Health and Safety Committee and Team Meetings.
- Implementing and managing building policies and processes including lockers, cycle spaces and car parking spaces.
- Collate customer feedback and Level 2 complaints.
- Provide a local interface with hard and soft FM suppliers, escalating customer feedback as necessary.
For a full breakdown of the role, please refer to the role profile attached at the bottom of the advert.
Person Specification
Essential Criteria:
It is essential that you are organised, efficient and able to manage a varied work-load. You must have strong communication skills and IT Skills (including Microsoft Word / Excel).
Previous experience of working in a building management or FM role, or in a customer services role is desirable. You must be able to demonstrate strong customer relationship skills and strong communication skills.
Essential Qualifications:
That you hold Math and English GCSE at grade C or above.
Essential to develop towards:
If not already held, you must be willing to obtain a Level 3 Customer Service Qualification within 18 months of take up duty. This will be organised for you on take up of the role.
Working Pattern
To achieve our Customer Service ambitions the successful candidate for this vacancy will be expected to work full-time, in a flexible way. This would see you routinely working Mon-Fri but allow flexibility for evening work up to 8pm and occasional Saturday work in line with business need.
Due to business needs, you will be required to attend and work in the office regularly (3-4 times per week) and occasional travel to specialist sites within the Region as required.
T&C for Customer Service Apprenticeship Role
You’ll develop expert knowledge and practical skills, delivered through high quality interactive learning, online assessments, and personalised one-to-one support. You’ll learn in the work environment and will be supported and encouraged by your colleagues, Manager and Apprentice Mentor to achieve your full potential and be the very best you can be.
Your apprenticeship will give you all the necessary training, tools, and skills you need to get up to speed within the world of HMRC. From call handling to managing customer information, your apprenticeship will ensure you are equipped to do a brilliant job.
The apprenticeship journey will take up to 15 months to complete. During this time, you’ll build valuable skills and undertake nationally recognised qualifications. You’ll have a network of people and a range of resources to support you throughout your apprenticeship journey.
We are committed to investing in you and your development throughout your time at HMRC. Once you have completed your apprenticeship you will become part of an apprenticeship community. This means you will have access to a wide range of training and development opportunities to suit your skills and career ambitions, from bespoke programmes to an extensive suite of online resources. On top of this you’ll have mentoring, help and assistance from your colleagues.
Completion of the apprenticeship is an essential part of this job role; therefore, you will be supported by your manager with clearly set, time bound development goals as you complete your pathway, due to this, it is important to be aware that, failure to engage or complete the apprenticeship will be managed as per HMRC’s performance management policy.
Qualifications
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Developing Self and Others
- Working Together
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension
Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.
Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.
Things you need to know
Selection process details
After submission of the first stage of your application you will be invited to complete a Civil Service Judgement test. If you successfully pass the test, you will be invited to complete the final stage of the application.
If you successfully complete the Civil Service Judgement Test you will then be invited to complete a CV and a 500-word personal statement. Please note that your personal statement should be aligned to the personal specification within the role profile and advert.
Sift, Interview Dates and Location
We aim to conduct the sift within 2 weeks of the advert closing and interviews will be scheduled approximately 10 working days following the sift. You will be informed of the interview location if you are successful at sift.
The Interview
Candidates invited to interview will undertake a blended assessment against the Civil Service Success Profile Behaviours Framework (see link below) and the Success Profile Strengths Dictionary. Full details on how to prepare for the interview are included in the candidate pack below.
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Eligibility
To check that you are eligible to apply, review this eligibility information
Important information for existing HMRC contractual homeworkers:
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible.
Diversity and Inclusion
At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.
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. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.
For more information on how we make this happen, review this information on our culture and values
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
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.
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.
The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Locations
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
Security Update
For more information on the level of security checks we will carry out, review this information on security checks
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
Further Information
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process.
Duplicate applications for the same vacancy will also be withdrawn.
Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk
Problems during the application process
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact hmrcrecruitment.grs@cabinetoffice.gov.uk at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.
Please use the subject line to insert appropriate wording e.g. Please re-open my application - 292605 & vacancy closing date 08/08/23. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.
For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.
Feedback will only be provided if you attend an interview or assessment.
Security
See our vetting charter (opens in a new window).
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
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