Bi-lingual Administrative Officer

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

- 296266**Salary**:

- £22,845 - £22,845- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative 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**:

- 5Contents

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.

If you are great with people, helpful and enthusiastic then you could be just the bi-lingual Administrative Officer that we’d be proud to employ at HMRC.

No experience is necessary as full training will be given. It’s your enthusiasm, helpful manner and willingness to learn that we require. What we do ask however is that you feel comfortable with chatting on the phone, have good writing skills and are keen to help others.

**Job description**:
You’ll actively seek to resolve customer queries and use your brilliant communication skills to handle sometimes complex yet rewarding conversations. You’ll get real responsibility and opportunities to shine and develop your career with us.

You’ll join a friendly and welcoming team and receive plenty of training and support to help you reach your potential. Don’t worry, you’ll get training on how to deal with any complex calls, our job is to support you whilst you help us support our customers.

If this sounds like you, then you could be just the Bilingual Administrative Officer we’d be proud to employ at HMRC.

**Responsibilities**:

- Dealing with customer enquiries within a wide variety of Tax issues. Full training will be given.
- Dealing with telephony, digital and written correspondence.
- Issuing standard HMRC forms/letters in Welsh to customers.
- Using guidance and initiative to solve customer enquiries.
- Great communication skills, both written and verbal and are confident chatting on the phone assisting customers.
- A can-do attitude and a real passion for supporting people and creating a Brilliant Civil Service.
- The ability to deal with basic math calculations.
- Ability to deal with information quickly and clearly ensuring information reaches customers quickly.
- Ability to work as part of a team.

We’re striving to be the best customer service organisation in the UK and we need fantastic people like you to help us achieve this.

Languages

Welsh and English - both spoken and written.

**Person specification**:
**Essential Criteria**

**Benefits**:

- Alongside your salary of £22,845, HM Revenue and Customs contributes £6,168 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.

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**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths and Experience.Please feel free to complete these documents in either English or Welsh.

Please provide a 500-word personal statement detailing your experience evidencing your suitability for the role focusing on the skills needed as set out in the job description.
- **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 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.

**Sift and Interview details**

Sift and interview dates to be confirmed.

If interviews are required, they will be conducted over Teams or an alternative digital pl