HMRC - Bilingual Customer Service Officer

1 month ago

Porthmadog, Gwynedd, United Kingdom HM Revenue and Customs Full time

Position Overview

Embark on a fulfilling career with HMRC, where your contributions matter. Our employees share their experiences, highlighting the sense of community and growth within our organization.

As part of our commitment to providing exceptional services, HMRC is dedicated to delivering Welsh language support in accordance with the Welsh Language Act of 1993. Our Welsh Customer Services team is instrumental in offering a variety of services to clients who prefer to communicate in Welsh.

If you possess a friendly demeanor, a helpful attitude, and a willingness to learn, you may be the ideal candidate for the Bilingual Administrative Officer role at HMRC.

Role Description

In this position, you will serve as the primary contact for our clients, delivering outstanding service through various communication channels, including phone, written correspondence, and future webchat capabilities.

Your responsibilities will include addressing customer inquiries and utilizing your communication skills to navigate complex yet rewarding interactions. This role offers you significant responsibility and the chance to advance your career within our supportive environment.

You will join a welcoming team that provides comprehensive training and ongoing support to help you excel in your role. We ensure you are equipped to handle any challenging inquiries, as our goal is to assist you while you assist our customers.

Key Responsibilities

  • Addressing customer inquiries related to a wide range of tax matters, with full training provided.
  • Managing communication through telephony, digital platforms, and written correspondence.
  • Issuing standard HMRC forms and letters in Welsh to clients.
  • Applying guidance and initiative to resolve customer inquiries effectively.
  • Exhibiting strong communication skills, both written and verbal, and confidently assisting customers over the phone.
  • Demonstrating a proactive attitude and a genuine passion for supporting individuals and enhancing public service.
  • Performing basic mathematical calculations as needed.
  • Quickly and clearly processing information to ensure timely communication with customers.
  • Collaborating effectively as part of a team.

We aspire to be the leading customer service organization in the UK, and we need dedicated individuals like you to help us achieve this goal.

Language Requirements

Fluency in both Welsh and English, spoken and written, is essential for this role.

Candidate Profile

Essential Qualifications:

You will engage with colleagues and clients in Welsh on a daily basis, and you will receive Welsh language training to support your role.

Employee Benefits

In addition to a competitive salary, HMRC contributes significantly to your participation in the Civil Service Defined Benefit Pension scheme. We offer flexible and hybrid working arrangements to help you balance your professional and personal life. We welcome applications from individuals seeking flexible work options, and we will consider requests based on operational needs.

Our generous leave policy starts at 25 days, increasing with years of service, up to a maximum of 30 days.

  • Pension contributions from HMRC equal to at least 27% of your salary.
  • Family-friendly policies.
  • Personal support and development opportunities.
  • Coaching and professional growth.

To learn more about HMRC and discover what it’s like to work with us, please explore our resources.

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