Estates Support Apprentice

3 weeks ago

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

Job Overview

Embark on a rewarding career journey with HMRC. If you are looking for a role that offers purpose, development, and a genuine sense of community, explore the experiences of our employees and discover what it truly means to be part of HMRC.

Are you eager to earn a new qualification?

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

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

If you answered affirmatively, our Customer Service Apprenticeship within our Cardiff Office may be the ideal opportunity for you.

As an Estates Customer Service Apprentice, you will assist the onsite Estates Team in 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 aiding our building users in maximizing their experience within the Government Hub and its facilities.

Throughout your apprenticeship, you will work towards achieving your Level 3 Customer Service Qualification, which will empower you to cultivate strong relationships with our customers (building users, service providers, etc.) and monitor building-related matters. You will gain insights into enhancing customer experiences through your knowledge, skills, and professional conduct.

While pursuing your Level 3 Customer Service Qualification, you will also learn the significance of customer service within the Estates sector. Our responsibilities for the Cardiff Estate encompass situation management, issue resolution, and escalation processes. This may involve a variety of Building Management tasks, supporting the Building Manager with both direct and indirect customer-oriented duties. Daily operations will include elements of building procedures, customer engagement (both planned and reactive), policy implementation, and management of both soft and hard Facilities Management, as well as Health and Safety considerations. You will gain practical 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. 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 locker assignments, bicycle storage, and parking allocations.
  • Acting as a local liaison with hard and soft Facilities Management suppliers, escalating customer feedback as necessary.
  • 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 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 achieve a Level 3 Customer Service Qualification within 18 months of starting the role. This will be arranged for you upon commencement.

Desirable Qualifications:

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

Holding the Institute of Workplace and Facilities Management (IWIFM) Level 2 qualification is a plus.

Mandatory Qualifications:

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

Core Competencies:

We will evaluate you against the following 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, allowing you to balance your professional and personal commitments. We welcome applications from individuals seeking flexible work options and will consider requests where feasible, in light of 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.

Additional benefits include pension contributions of at least 27% of your salary, family-friendly policies, personal support, and opportunities for coaching and professional development.

To learn more about HMRC and gain insights into our work culture, please explore our resources.

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