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Estates Customer Service Trainee
2 months ago
Job Overview
Embark on a rewarding career journey with HMRC. If you are looking for a role that offers purpose, development, and a sense of community, hear from our employees about their experiences at HMRC.
Are you eager to achieve a new qualification?
Have you considered a career in an Estates-focused position?
Do you possess the skills to work for the largest landlord in central government?
If you answered yes, our Customer Service Apprenticeship in our Cardiff Office may be the perfect opportunity 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 pivotal in addressing customer inquiries regarding the building, including escalating maintenance issues, reporting Health and Safety concerns, and helping our building users maximize their experience within the Government Hub and its facilities. Throughout your apprenticeship, you will work towards obtaining your Level 3 Customer Service Qualification, which will empower you to foster strong relationships with our customers (building users, service providers, etc.) and manage building-related issues. You will learn to enhance our customers' experiences through your knowledge, skills, and professional conduct.
While pursuing your Level 3 Customer Service Qualification, you will also discover the significance of Customer Service in the context of estates management. Our responsibilities for the Cardiff Estate encompass situation management, issue resolution, and escalation processes. This role involves a variety of Building Management tasks, supporting the Building Manager with both direct and indirect customer-focused duties. Daily activities will include operational tasks related to building procedures, addressing customer interactions (both planned and reactive), implementing policies, and managing aspects of both soft and hard Facilities Management, as well as Health and Safety protocols. You will gain hands-on experience in evaluating situations and determining the most effective solutions.
Job Responsibilities
In this role, you will be accessible to our customers while conducting regular building inspections and addressing any building-related inquiries. Your responsibilities will include:
- Active participation in the Estates Team's communication channels, both digital and in-person.
- Coordinating building orientations for new employees.
- 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 those related to lockers, bicycle storage, and parking.
- Acting as a local liaison with hard and soft Facilities Management suppliers, addressing customer feedback as needed.
- Assisting in monitoring supplier performance indicators.
- 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 performing additional tasks to support the daily management 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 starting the role. This will be arranged for you upon taking up the position.
Desirable Qualifications:
Previous experience in building management, Facilities Management, or customer service roles is advantageous. You should demonstrate strong customer relationship management and communication skills.
The Institute of Workplace and Facilities Management (IWIFM) Level 2 is a plus.
Mandatory Qualifications:
You must possess GCSEs in Maths and English at grade C or above.
Behaviors:
We will evaluate you against the following behaviors during the selection process:
- Effective Communication and Influence
- Collaboration
- Self-Development and Mentoring
Benefits:
In addition to a competitive salary, HM Revenue and Customs contributes significantly towards your membership in the Civil Service Defined Benefit Pension scheme.
HMRC offers both Flexible and Hybrid Working arrangements, allowing you to balance your professional and personal commitments. We encourage applications from individuals seeking flexible work options and will consider requests based on operational and customer service needs.
We provide a generous leave allowance, starting at 25 days and increasing by one day for each year of qualifying service, up to a maximum of 30 days.
Pension contributions are made to our colleagues' Alpha pension, amounting to at least 27% of their 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 here, please explore our resources.
