Bi-lingual Team Leader

3 months ago

Porthmadog, United Kingdom HM Revenue and Customs Full time

**Details**:
**Reference number**:

- 296383**Salary**:

- £27,650 - £29,728- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- HMRC - Customer Service - PT Ops**Type of role**:

- Contact Centre**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Thedford House, Porthmadog.About the job

**Job summary**:
HMRC, along with all government departments with a customer base in Wales, has set out to provide our Welsh language services as agreed with the Welsh Language Commissioner under the 1993 Welsh Language Act.

The Welsh Customer Services team in Porthmadog deliver a range of Welsh language services directly to those customers who indicate they wish to communicate with HMRC in Welsh. This includes Welsh language telephone, correspondence, face to face, case working, processing forms, sending out Welsh language forms, taking payments and digital services support. We are a small team of 21 people covering AO & O grades.
The Team Leader role is a vital part of PT Operations,

**Job description**:
This is a unique, challenging role working in fast paced complex environment. The role requires great interpersonal, ability to work on own but also work collectively as part of the wider team.

**Person specification**:
**Responsibilities**
- As a Team Leader, you will work collaboratively with your team members and the wider leadership team to drive quality and improvements across PT Operations.
- You will manage 1 of only 2 Teams based in Porthmadog dealing with Telephony and Post across multiple Tax channels.
- You will embody a coaching culture, helping your team to provide professional and efficient customer service, whilst maximizing revenue collections.

As a Team Leader, you will manage attendance, taking in to account the diverse needs and wellbeing of your team.- You will role model HMRC Values & Behaviours, taking a positive approach to change and challenging negative behaviours appropriately.

Providing advice, support and coaching to teams on specific issues to build a professional and supportive approach.- Help with planning, organising/prioritising work and helping to support the SMT/leadership team with compilation of stats and data to support wider operational objectives.
- Adapting quickly to changing priorities and to tight deadlines, whilst maintaining a quality and accurate service.

Display resilience, integrity and trustworthiness in their everyday work while dealing with sensitive and confidential data. Demonstrate good leadership, the ability to work on own and work well as part of a wider team.- Support fellow team leaders in Welsh Language Unit specific processes ensuring day to day business delivery.

**Essential Criteria**

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Leadership
- Communicating and Influencing
- Delivering at Pace

**Benefits**:

- Alongside your salary of £27,650, HM Revenue and Customs contributes £7,465 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- 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%

Current HMRC employees may be entitled to financial assistance when you move to a new office, including Moves Adjustment Payment (MAP) to cover any increased travel costs and/or additional caring costs for up to three years. Assistance to move home to be nearer your new office is also available.

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.- Leadership
- Communicating and Influencing
- Delivering at pace

Please feel free to complete these documents in either English or Welsh.

**Sift**

A sift will be carried out on your CV and 500-word Personal Statement to assess your suitability for the role.

**Interview**

During the panel interview, you will be asked behaviour-based questions to explore in detail what you are capable of and strength-based questions in Welsh and English to explore in detail what you are capable of, what you enjoy and what are your motivations relevant to the job.

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.”

**Sift and I

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