Estates Customer Services Apprenticeship

6 months ago

Cardiff, United Kingdom HM Revenue and Customs Full time

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

- 292605**Salary**:

- £27,650 - £29,728**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- HMRC - CFO Group - Estates**Type of role**:

- Estates**Working pattern**:

- Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- CardiffAbout the job

**Job summary**:
Are you looking for an organisation that cares about the work-life balance of its workforce? An employer who offers structured personal development, progression opportunities and outstanding training? Well look no further

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 do this by taking equality, diversity and inclusion into account in everything we do.

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. What’s more, most roles offer hybrid working where you spend part of your working week at home giving you even more control over your work-life balance.

**Job description**:
As one of our Estates Customer Service Apprentices you will be a part of our Workplace Operations Estates Team in our Government Hub of Ty William Morgan in Cardiff. We'll put you through a Customer Service apprenticeship to provide you with the knowledge, skills and behaviours to become a high performing customer service specialist and equip you with the theory and the skills to influence customer experience and deliver high levels of customer satisfaction.

You will influence customer experience and deliver high levels of customer satisfaction, having responsibility for building customer and stakeholder relationships on all aspects of Estates related requirements for the site. You will monitor customer activity to develop an understanding of customer issues, building your knowledge of Estates and FM, to resolve issues and improve the building user experience. As part of the Workplace Operations team, you will work with both Building Management and FM colleagues on site, to effectively manage the day to day running of the Government Hub, and the Regions specialist sites.

This is a real opportunity to shape your career in Estates. There will be opportunities to shadow colleagues and engage with all parts of the business and to potentially further your learning in the property profession.

**Person specification**:
**As our Customer Service Apprentice you will be responsible for, but not limited to**:

- Managing the Estates Team communication platforms, including Mailbox, Yammer, and face to face.
- Reviewing and updating the building A-Z and Building Directory to ensure it is maintained with accurate building information.
- Carry out building inductions for new starters to the Government Hub.
- Plan and carry out regular building inspections, reporting identified issues and ensuring Risk Assessments are in place.
- Secretariat for the Building House Committee, Health and Safety Committee and Team Meetings.
- Implementing and managing building policies and processes including lockers, cycle spaces and car parking spaces.
- Collate customer feedback and Level 2 complaints.
- Provide a local interface with hard and soft FM suppliers, escalating customer feedback as necessary.

For a full breakdown of the role, please refer to the role profile attached at the bottom of the advert.

**Person Specification**

**Essential Criteria**:
It is essential that you are organised, efficient and able to manage a varied work-load. You must have strong communication skills and IT Skills (including Microsoft Word / Excel).

Previous experience of working in a building management or FM role, or in a customer services role is desirable. You must be able to demonstrate strong customer relationship skills and strong communication skills.

**Essential Qualifications**:
That you hold Math and English GCSE at grade C or above.

**Essential to develop towards**:
If not already held, you must be willing to obtain a Level 3 Customer Service Qualification within 18 months of take up duty. This will be organised for you on take up of the role.

**Working Pattern**

Due to business needs, you will be required to attend and work in the office regularly (3-4 times per week) and occasional travel to specialist sites within the Region as required.

**T&C for Customer Service Apprenticeship Role**

You’ll develop expert knowledge and practical skills, delivered through high quality interactive learning, online assessments, and personalised one-to-one support. You’ll learn in the work environment and will be supported and encouraged by your colleagues, Manager and Apprentice Mentor to achieve your full potential and be the very best you can be.

Your apprenticeship will give you all the necessar

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