Estates Customer Service Apprentice

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HMRC Estates is at the forefront of Government property transformation. HMRC Estates provides the professional capability to our customers and our tenants ensuring the estate is the right size, shape and quality to meet both the current and future needs of HMRC.
The Estates Directorate is committed to building the professionalism of our people, providing clear and defined career pathways enabling focused learning and development across several specialist areas in a culture of continual improvement.
You will be part of an estates vision to be the best Estates department in Government, providing first class buildings and excellent services for our customers.
HMRC Estates is preparing to mobilise our new national Facilities Management contracts that will deliver building services across our estate from May 2025. This will see us move from having separate Hard/Soft FM Suppliers to a Total Facilities Management delivery model, which may result in changes to how this role is delivered., As the Estates Customer Service Apprentice you will support colleagues in the onsite Estates Team with responsibility for the smooth running of the Government Hub.
You will be a key figure in responding to customer queries about the building, whether that be escalating building faults, reporting Health and Safety issues, or supporting our building users to make the most of the Government Hub and its spaces.
You will provide a high level of customer service by building strong relationships with our customers (building users) and monitoring building issues, escalating where necessary. As your knowledge of the building grows, you will influence customer experience with your knowledge, skills, and behaviours.

Person specification
You will be highly visible to our customers, carrying out regular building inspections, talking to customers (building users) and effectively communicating and resolving their queries. The post holder will need to deliver in all aspects of this key role, including;
• Managing the Estates Team communication platforms, including their 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
• Secretariat for the Building House Committee, Health and Safety Committee and Team Meetings
• Procurement of stationery, health and safety stock and other misc items
• Implementing and managing building policies and processes including lockers, cycle spaces and car parking spaces
• Visitor and delivery co-ordination lead for reception and security
• Managing Teams / SharePoint sites and implementing / managing standardised filing system for the team
• Support in tracking Fire Risk Assessment / Building Risk Assessment actions and other Statutory Requirement assurance checks
• Support the wider Workplace Operations team, and carry out other tasks to contribute towards the day to day running of the Estate as directed by the Senior Building Manager or Head of Estate
Essential Criteria:
It is essential that you are organised, efficient and able to manage a varied workload. You must have strong communication skills and IT Skills (including Microsoft Word / Excel).
Some experience of working in customer services / stakeholder engagement would be beneficial.
That you hold Maths and English GCSE at grade C or above OR be committed to successfully completing functionality tests as part of your learning to demonstrate your abilities.
A 15-18 month commitment to complete your apprenticeship – Customer Service Specialist Level 3
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 staff routinely working Mon-Fri but allow flexibility for evening work up to 8pm and occasional Saturday work in line with business need.
In addition to this, you will need to be available for out of hours "On Call" as needed in order to respond to any incidents.

Behaviours
We'll assess you against these behaviours during the selection process:
+ Communicating and Influencing
+ Working Together
+ Making Effective Decisions, • A name-blind CV including your job history. Your CV will be scored against the experience required outlined in the advert.
• You will be asked to provide details of your qualifications.
• A 500-word Personal Statement. Please detail how your experience matches the roles and responsibilities outlined in the job description and how you meet any of the essential criteria mentioned, providing evidence where possible"
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.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your CV.
At full sift your CV and Personal Statement will be assessed, with the successful candidates being invited to interview.
We reserve the right to raise the score required at any stage of the process if we receive a high number of applications.
Due to the holiday period, there may be a delay in applications being sifted.
Interview
During the panel interview, we will be asking some behaviour-based questions to explore in detail what you are capable of and some strength-based questions, which demonstrate the things you do well and are motivated by.
This is an example of a strengths-based question:
“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”
There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.
Interviews will take place face to face.
Sift and interview dates to be confirmed.
Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We can’t guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake, please contact us via: ubsrecruitmentexcellence@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for 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.
Criminal Record Check
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.
Merit List
After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
+ Contact the UBS Recruitment Excellence Team via ubsrecruitmentexcellence@hmrc.gov.uk 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.
Additional Security Information
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.
Important information for existing HMRC contractual homeworkers
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
Terms and Conditions
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.
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.
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.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
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.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run 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.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window)., Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

Combined TC and OGD Pay - English - July 2024 Opens in new window (docx, 129kB)

Alongside your salary of £29,475, HM Revenue and Customs contributes £8,538 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
· Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
· Family friendly policies.
· Personal support.
· Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service.