Bi-lingual Team Leader

6 months ago

Porthmadog, United Kingdom HM Revenue and Customs Full time

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

- 343396**Salary**:

- £28,341 - £30,323**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

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

- Operational Delivery**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
- PorthmadogAbout the job

**Job summary**:
Visit our YouTube channel to watch the full series and come and discover your potential.

Are you fluent in spoken and written Welsh and English?

Have you got great interpersonal skills?

If the answer is yes, then read on.

We are seeking a motivated Team Leader to join our small Welsh Language Customer Service team in Porthmadog who will lead a team that delivers exceptional bilingual customer service across a range of HMRC services.

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

As the Team Leader, you will lead your team in delivering an efficient and high-quality range of Welsh language services directly to those customers who wish to communicate with HMRC in Welsh.
- You will be responsible for a team that delivers vital customer services across telephone, correspondence and digital channels.
- Your role will include coaching team members to meet and exceed customer service standards whilst planning and prioritising workloads.
- You will help drive continuous improvements and be able to adapt to changing priorities.
- You will speak Welsh to colleagues and customers on a broad range of topics every day and receive Welsh language training to support you in this role.

**Person specification**:
**Key responsibilities**
- Leading, coaching, and motivating a team of customer service advisors to foster a high-performance culture focused on delivering an excellent client experience.
- Planning and assigning workloads, setting performance goals, monitoring progress, and providing feedback and development opportunities.
- Analysing operational data, identifying trends and areas for improvement, and finding solutions to enhance team efficiency and effectiveness.
- Collaborating with others to implement quality assurance practices and introduce operational changes.

**Essential Criteria**
- Applicants must be confident and proficient in both spoken and written Welsh and English to effectively communicate in both languages.
- Experience within a customer service environment.
- Requirement of 60/40 in office attendance.

**Languages**:

- Applicants must be confident and proficient in both spoken and written Welsh and English to effectively communicate in both languages.**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%.

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.- A CV detailing your work history.
- A 500-word Personal Statement to evidence how you would be suitable for this role, taking into account the key responsibilities.

**Sift**

**Interview**

The interview will be held in Welsh by fluent Welsh speakers. 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.

A short written test will also be held to evidence you can translate text from Welsh to English.

We reserve the right to raise the score required at any stage of the process in order to manage numbers.

Interview dates to be confirmed.

A reserve list may be held for a period of 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.

**Eligibility**

To check that you are eligible to apply, review this eligibility information.

**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.

**Reasonable Adjustments**

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.

**Diversity and Inclusion**

At HMRC we are committed to creating a great place to work for all our colleagues and cre

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