Customer Service Apprentice in Estates Management

3 weeks ago

Cardiff, Cardiff, United Kingdom HM Revenue and Customs Full time

Job Overview

Embark on a fulfilling career journey with HMRC. If you are in search of purpose, growth, and a workplace that fosters a genuine sense of belonging, hear from our employees as they share their experiences about working at HMRC.

Are you eager to earn a new qualification?

Have you considered a career in an Estates-oriented position?

Do you possess the qualities needed to serve as a representative for the largest landlord in central government?

If your answers are affirmative, our Customer Service Apprenticeship in our Cardiff Office may be the ideal career path for you.
As an Estates Customer Service Apprentice, you will assist colleagues in the onsite Estates Team, ensuring the efficient operation of our UK Government Hub (Cardiff).

Your role will be crucial in addressing customer inquiries regarding the building, which may involve escalating maintenance issues, reporting Health and Safety concerns, or aiding our building users in maximizing their experience within the Government Hub and its facilities.
Throughout your tenure, you will achieve your Level 3 Customer Service Qualification, which will help you cultivate strong relationships with our customers (building users, service providers, etc.) and monitor building-related issues. You will develop the skills to enhance our customers' experiences through your knowledge, skills, and professional demeanor.

While pursuing your Level 3 Customer Service Qualification, you will also learn the significance of Customer Service in the context of estates management. As we oversee our Cardiff Estate, the services we provide to our customers encompass situation management, issue resolution, and escalation procedures. This may involve a variety of Building Management tasks, supporting the Building Manager, and engaging in both direct and indirect customer-focused responsibilities. This includes daily operational activities, addressing building issues, engaging with colleagues (both planned and reactive), implementing policies, and managing aspects of both soft and hard Facilities Management, as well as Health and Safety considerations. You will gain hands-on experience in evaluating situations and determining the most effective solutions.

Job Responsibilities

In this role, you will be visible and accessible to our customers while conducting regular building inspections and addressing any building-related inquiries. We expect you to excel in all facets of this position, including:

  • Active participation in the Estates Team's communication channels, both digital and in-person.
  • Coordinating building orientations for new personnel in Cardiff.
  • Planning and executing building inspections, documenting any identified issues, and ensuring risk assessments are conducted.
  • Serving as the secretary for the Building House Committee, Health and Safety Committee, and other Estates Team meetings.
  • Implementing and overseeing building policies and procedures, including locker assignments, bicycle storage, and parking allocations.
  • Acting as a local liaison with hard and soft Facilities Management suppliers, escalating customer feedback as needed.
  • Assisting in the monitoring of supplier Key Performance Indicators (KPIs).
  • Leading visitor and delivery coordination for reception and security.
  • Supporting the tracking of Fire Risk Assessment and Building Risk Assessment actions, along with other statutory compliance checks.
  • Managing the procurement of office supplies, health and safety materials, and other miscellaneous items.
  • Collaborating with the broader Workplace Operations team and undertaking additional tasks to facilitate the daily operations of the Estate as directed by the Senior Building Manager or Head of Estate.

Candidate Profile

Essential Qualifications:

If not already obtained, you must be willing to pursue a Level 3 Customer Service Qualification within 18 months of commencing the role. This will be arranged for you upon starting.

Desirable Qualifications:

Previous experience in building management, Facilities Management, or customer service roles is preferred. You should demonstrate strong customer relationship skills and effective communication abilities.

The Institute of Workplace and Facilities Management (IWIFM) Level 2 qualification is also desirable.

Mandatory Qualifications:

You must possess GCSEs in Maths and English at grade C or above.

Core Competencies:

We will evaluate you against these competencies during the selection process:

  • Effective Communication and Influence
  • Team Collaboration
  • Personal Development and Mentorship

Employee Benefits

In addition to a competitive salary of £28,341, HM Revenue and Customs contributes £7,652 towards your membership in the Civil Service Defined Benefit Pension scheme.

HMRC supports both Flexible and Hybrid Working arrangements, enabling you to balance your professional and personal commitments. We encourage applications from individuals seeking flexible work arrangements and will consider requests wherever feasible, taking into account our operational and customer service requirements.

We offer a generous leave policy, starting at 25 days and increasing by one day for each year of qualifying service, up to a maximum of 30 days.

Our pension contributions to the Alpha pension scheme are at least 27% of your salary.

  • Family-friendly policies.
  • Personal support services.
  • Coaching and professional development opportunities.

To learn more about HMRC and discover what it’s truly like to work for us, please visit our website.

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