Administrative Officer Operational Team, Front line Customer Service within Trade Statistics & Customs Analysis (TSCA) London, England
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About the job
Benefits
Things you need to know
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Location
About the job
Job summary
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.
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.
We operate a hybrid working model and fully support flexibility with colleagues already based across the UK working from home and linked to one of our core locations.
For this role you will be based in Manchester or London and linked to our teams based mainly in Stratford. The frequency of attendance at any of our office(s) is agreed with you as relevant to your role.
There will be a requirement and expectation for you to attend Stratford Regional Centre London on occasions for training purposes.
Posts are to be based in the Manchester Regional Centre & Stratford Regional Centre London.
We currently have 7 AO vacancies in our Operational Credibility Team which offers candidates the opportunity to join a collaborative, customer focused and front-line team.
The team have the responsibility to assure trade data submissions, to produce quality and timely trade data to a strict timetable ready for publication.
This National Statistics publication contributes to key components of the UK Balance of Payment, National Accounts and Northern Ireland trade statistics for Eurostat.
You will be part of an Operational team consisting of SO lead, 2 HO’s and 4 Officers. The team’s primary role is to ensure the credibility of high-risk EU and non-EU trade data.
Successful candidates are expected to remain in post for two years.
Job description
The role requires a high level of team working and enthusiasm to support, adapt and evolve to provide an efficient and effective service, using customer intelligence to define and review risk.
This is an exciting opportunity to support the delivery of the National Statistics publications and contribute to process reviews, continuously look for ways to improve working practices, assisting in the development of the team as we transform to meet future demands.
A typical day will entail working both autonomously and frequently as a team player, prioritising your work, making informed decisions relating to meeting the priorities set by team leaders.
Interpreting flagged high risk trade line submission, querying these lines with the trader or agent to confirm or correct the entry, updating various IT systems/databases, escalating any issues that you are unable to resolve.
This involves daily, direct customer liaison using a range of communication routes and the ability to change workflows to meet operational pinch points as the focus for priority work can change daily depending on timetable demands and resource availability.
Person specification
- Assure the credibility of high-risk trade data submissions, liaising with Traders/Agents to confirm accuracy, accepting, or amending trade items as required and ensuring that the goods are correctly classified under the commodity code entered.
- Own your workload and accuracy to effectively manage your spreadsheet, reprioritising ensuring work is completed in a timely manner by planning and following daily priorities. Work collaboratively to support colleagues evidencing team working skills.
- Communicate with and build/maintain a positive relationship with colleagues, customers and respondents using a variety of communication channels such as telephone, and other messaging platforms e.g., email.
- Contribute and be a positive role model within the team. Help to embed evidenced based new ways of working within the business operations team, continuously look for ways to improve working practices and systems and escalate issues when required.
- Actively apply continuous improvements to aid an efficient and effective delivery to stakeholders.
- Be curious and have an enquiring mind to ensure any anomalies identified with data or systems are addressed promptly to avoid unnecessary impact.
- Take responsibility for building and maintaining own training and development and review progress with the line manager on a regular basis.
Essential Criteria:
- Applicants should be competent and have a proven ability of using Office 365, you will predominantly be using Excel and Outlook on a daily basis and have an aptitude for learning new systems and ways of working.
- Sound communication skills, ability to communicate with a wide range of internal/external contacts e.g., by use of the telephone and in writing via email/secure data messaging.
- Ability to work independently and as part of a wider team to enable strong working relationships.
- Have strong organisational skills with the ability to prioritise, be flexible and adaptable to change to deliver within tight deadlines
- Comfortable with taking responsibility for own learning and development by keeping knowledge and skills current.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Managing a Quality Service
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
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
All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
After submission of your application you will be invited to complete a Civil Service Verbal Test, Civil Service Numerical Test.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 27/02/2023. 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 test. The tests are administered online and accessed via the CS Jobs website.
After you have completed the required tests you will be asked to complete a name blind CV, and separate 250-word statements on how you reflect the specified behaviours.
Your CV is for information purposes only and will not be scored.
Your separate statements on how you reflect the desired behaviours will be up to 250 words each.
If a large number of applications are received an initial sift will take place against the lead behaviour - Communicating and Influencing.
At full sift all behaviour statements of experience will be assessed, with successful applicants invited to interview.
During the panel interview you will be asked behaviour-based and strength-based questions to explore in detail what you are capable of.
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 via video link.
You will also be required to complete the Civil Service Numerical and Verbal Tests.
We operate a hybrid working model and fully support flexibility with colleagues already based across the UK working home and linked to one of our core locations.
Posts are to be based in the Manchester Regional Centre and Stratford Regional Centre London.
Sift and interview dates to be confirmed.
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. The inbox to contact is: [email protected] - Use subject line to insert appropriate wording e.g. Please re-open my application -268490 & vacancy closing date 27/02/2023.
Security Update
If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.
Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.
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.
HMRC transformation
HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.
HM Revenue and Customs has made significant progress with its plans to locate in 14 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.
These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon, Portsmouth and Stratford.
In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.
We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.
For more information please contact the vacancy holder.
Terms and Conditions
We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.
Pay
If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information. (Please note the attached document could also be called “Combined T&C and OGD Pay English”)
New entrants are expected to join on the minimum of the pay band.
Further Information
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.
A reserve list may be held for a period of 6 months from which further appointments can be made.
After interview, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order.
Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here.
HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our 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.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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 take into account the advertised office locations for this role when submitting an application and only select locations from the ‘location preferences’ section that you are able to travel to.
Reasonable adjustment
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. Please see our Disability Matters: How we can support you during our selection process booklet for more details.
If you need a change to be made so that you can make your application, you should:
- Contact Government Recruitment Service via [email protected] 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.
Feedback will only be provided if you attend an interview or assessment.
Security
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).
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