Civil Service Frontline Support Agent

3 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

Position Overview

Embark on a fulfilling career with HM Revenue and Customs (HMRC). We are dedicated to fostering an environment where purpose, growth, and a sense of belonging are paramount. Our employees often share their experiences, highlighting the rewarding nature of working with us.

Join the Surge and Rapid Response Team (SRRT), a pioneering unit that collaborates across various government sectors to effectively manage service demands and tackle unforeseen challenges.

The SRRT's influence spans all government departments, including their agencies and associated bodies. Our notable partners include the Home Office, Cabinet Office, and Department for Work and Pensions, alongside regular support to smaller entities like the National Crime Agency and Animal, Plant and Health Agency.

We take pride in delivering exceptional customer service to all stakeholders. Our team is highly adaptable and ready to deploy personnel where they are most needed, often at short notice. This may involve temporary assignments away from home, both within the UK and internationally.

If you resonate with this mission, you might be the ideal candidate for our Surge and Rapid Response Team.

The SRRT operates under HMRC, and we are committed to establishing a workplace that is inclusive and respectful, reflecting the diverse society we serve.

We aim to unlock the potential of every individual who joins us, offering a variety of flexible working arrangements and support to facilitate a rewarding career at HMRC.

Diverse perspectives and experiences are vital to our success in SRRT, and we encourage applications from individuals of all backgrounds who possess the necessary skills and experience for this role.

Role Responsibilities

The Surge and Rapid Response Team is seeking adaptable frontline operational staff to join our deployment unit, performing various roles across multiple civil service departments.

As a permanent member of the SRRT, you will be tasked with delivering high-quality service while working in diverse environments.

Your responsibilities will vary based on current deployments, and you may need to assist the team in managing priorities and deliverables as necessary.

Key Duties

  • Engaging in casework, telephony, decision-making, and data processing across various departments and IT systems.
  • Interacting directly with the public, including roles such as passport control.
  • Responding to urgent tasks that may require training or travel at short notice.
  • Meeting deadlines and quality standards while providing outstanding customer service.
  • Exhibiting excellent verbal and written communication skills, with the ability to operate independently in a dynamic setting.
  • Building and maintaining effective working relationships with both internal and external stakeholders.
  • Taking responsibility for personal and team performance.

No prior experience is necessary, as comprehensive training will be provided. We value enthusiasm, a willingness to learn, and a commitment to delivering results.

You will become part of a supportive network within the SRRT, with colleagues spread across various locations who are eager to help you achieve your potential.

We welcome applications from those seeking flexible work arrangements and will consider requests where feasible, taking into account operational and customer service requirements.

Essential Qualifications

We seek individuals who embody the Civil Service values and standards of conduct and who:

  • Are willing to travel nationally or internationally, sometimes at short notice, including overnight stays.
  • Demonstrate flexibility and adaptability while effectively meeting deadlines.

Desirable Qualifications

We also look for candidates who can:

  • Make confident decisions in line with training to achieve results.
  • Exhibit strong interpersonal, communication, and relationship-building skills, thriving in both team settings and independent work.
  • Show resilience and the ability to handle challenges or confrontations.
  • Comfortably engage with the public in person, in writing, or over the phone.

Benefits

In addition to a competitive salary, HMRC contributes significantly to your membership in the Civil Service Defined Benefit Pension scheme.

We offer both flexible and hybrid working policies, allowing you to balance professional and personal commitments. Our generous leave policy starts at 25 days, increasing with service length.

  • Pension contributions of at least 27% of your salary.
  • Family-friendly policies.
  • Personal support and development opportunities.

To learn more about what it’s like to work at HMRC, we encourage you to explore our resources and insights.

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