Surge and Rapid Response - Administrative Officer 390R

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
Are you great with people, enthusiastic and a team player?
If this sounds like you, then you could be just the person we’re looking for to join us in Surge and Rapid Response Team (SRRT). SRRT is an innovative and unique team, helping government departments during predictable peaks in demand for services, and to respond to unexpected crises. Based in HMRC, our work extends across all government departments including the Home Office, Department for Work and Pensions and the Foreign, Commonwealth & Development Office.
In SRRT we pride ourselves on delivering excellent customer service to everyone we support. We are an adaptable and flexible team, and our staff are assigned to work where and when they are needed the most, often at short notice. This means sometimes staying and working away from your home location, anywhere in the UK and occasionally abroad., SRRT are looking for flexible frontline operational staff to carry out work to support Government Departments across the Civil Service.
You’ll provide great customer service and work in a changing environment, managing priorities where required. Your work will vary, developing your skills within the Operational Delivery Profession.
Tasks and responsibilities may include:
+ inbound and outbound phone calls with customers.
+ case work and data processing, using a variety of IT systems.
+ face to face engagement with the public.
+ responding quickly to priority work requiring training or travelling at short notice.
+ excellent communication skills, with the ability to work with minimum supervision within a dynamic environment.
You won’t need previous experience because we’ll provide full training. It’s your enthusiasm, helpful manner and willingness to learn that we are looking for. You’ll join a friendly and welcoming team, who will help you reach your potential.
You can find out more about what it’s like working in Surge and Rapid Response Team on the Civil Service Careers website.
Watch these videos to see how our teamwork:
A day in the life of Surge and Rapid Response Team - Katy's story
A day in the life of Surge and Rapid Response Team - Brian's story
A day in the life of Surge and Rapid Response Team - Rachel, Winnie and Touhid’s stories
Question and answer session
We will be hosting a virtual event where you can find out more about the application process and what it is like to work in SRRT.
This will take place on Tuesday 3rd December at 14:30 - 15:30. Please visit HMRC Surge & Rapid Response Team Recruitment Event - Tuesday 3rd December 14:30pm-15:30pm
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., Before applying for this role, please consider if the following requirements are suitable to your personal circumstances as they are an essential requirement for this role role:
+ Need for flexibility– You may need to change deployment at short notice, and this may involve working away from your home location anywhere in the UK and occasionally abroad.
+ Travel – Due to requirements for working away from your home location, you’ll need to be able to travel nationally or abroad, sometimes at short notice. We’ll pay for all travel and accommodation.
Apprenticeship
Who can start an apprenticeship?
To start an apprenticeship, you’ll need to be:
+ 16 or over
+ living in England
+ not in full-time education
You can apply for an apprenticeship while you’re still at school but you’ll need to be 16 or over by the end of the summer holidays to start the apprenticeship.
Please note if successful you must be 16 or over to undergo the relevant security checks.
You’ll be enrolled onto a relevant Level 3 Apprenticeship Programme. It’s a fantastic way to learn while you earn, build valuable skills and gain a recognised qualification. The apprenticeship will take about 16 months to complete, and you’ll be expected to stay in post until this is completed.
You’ll need to hold GCSE Grade 4 (formerly C) or equivalent in English and Maths. If not, you’ll need to complete a Functional Skills Level 2 qualification in both subjects as part of the apprenticeship.
The Probation Period and Performance & Development process is used to formally monitor timely progress on the apprenticeship. Termination of employment would be a last resort, after all options and support had been exhausted.

Behaviours
We'll assess you against these behaviours during the selection process:
o Managing a Quality Service
o Delivering at Pace, We acknowledge that AI can assist you in your application. Find our guidelines here.
As part of the application process, you will be asked to provide the following:
o A short application form
o Customer Service Skills Test (CSST)
o A name-blind CV including your job history and previous experiences
o Video interview
After submission of the first stage of your application you will be invited to complete a Customer Service Skills Test (CSST). If you successfully pass the test, you will be invited to complete the final stage of the application.
Please complete the online test as soon as possible (within 24 to 48 hours is recommended), the closing date for the Customer Service Skills Test is 14:00 09/12/2024. If you fail to complete the online test before the deadline your application will be withdrawn.
Guidance for the test will be available when you are invited to take the tests. The tests are administered online and accessed via the CS Jobs website.
Please ensure that any technical issues with the tests are reported - with supporting evidence- prior to 8:00am on 09/12/2024. There will be no extension to the deadline for completing the tests. Please also be advised that Online Tests may only be one element of the application process. You should ensure you set aside plenty of time to undertake the full application process for this role. Late applications will not be accepted.
Interview
If you are invited to an interview, you will be asked questions based on the behaviours listed below to explore in detail what you are capable of, and you will be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.
Behaviours:
o Managing a quality service
o Delivering at pace
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.
You will receive a link by email and have 7 calendar days to record your interview.
Please note: If a high number of applications are received, we may implement an interview approach whereby if you fail to achieve the minimum standard on any of the questions, the assessors will not mark the remainder of the interview. If your responses consistently demonstrate the required level in these areas, we will continue with a full evaluation.
We reserve the right to raise the score required at any stage of the process in order to manage numbers. Feedback will only be provided if you attend an interview.
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: csgrecruitmentqueries@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 377292 & vacancy closing date 09/12/24
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.
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:
o Contact the UBS Recruitment Team via csgrecruitmentqueries@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.
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., 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.
Please note:
The online tests will not be available at the following times due to routine maintenance:
o Sunday 24 November: Up to 1 hour between 5:00 pm and 8:00 pm
o Saturday 30 November: 1:00 am for up to 4 hours
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:
o UK nationals
o nationals of the Republic of Ireland
o nationals of Commonwealth countries who have the right to work in the UK
o 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)
o 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)
o individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
o 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).

Alongside your salary of £26,637, HM Revenue and Customs contributes £7,716 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.
o Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
o Family friendly policies.
o Personal support.
o 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.