Customer Service Helpdesk Operative

Details
Reference number

438439

Salary

£27,302 - £29,291

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Other

Team Support

Contract type

Permanent

Business area

WRA - Operations

Type of role

Administration / Corporate Support

Working pattern

Flexible working, Full-time, Job share

Number of jobs available

1

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

We encourage flexible and hybrid working. Some office attendance will be required based on business needs. This role is based in our Merthyr or Cardiff office.

About the job
Job summary

We're responsible for Land Transaction Tax and Landfill Disposals Tax. Our work raises revenue to support public services, like the NHS and schools, in communities across Wales. But that's not all, we're also involved with and support future tax design for Wales.

Join a place with purpose

You'll join a team of 100+ talented people from across 14 different professions. Our culture is best described as innovative, collaborative and kind. By working together, we'll deliver a fair tax system for Wales.

Our people

You'll be working with people from a wide range of backgrounds and experience. From Operations, Policy, Digital and Data, HR, Communications to Finance – there's a place for you in our friendly team.

You'll be our greatest asset

You'll be joining an inclusive organisation and be part of a team where you can thrive, be rewarded and heard.

We're recognised as one of the top organisations for people engagement in the Civil Service People Survey. Inclusion and fairness are one of our strongest

areas, as well as pay and benefits – our People Survey results say it all

We're also recognised for being innovative and a digital, 'cloud-based' organisation that supports hybrid and flexible working enabling a great work-life balance.

More about working for us, our roles and our Corporate Plan

Job description

The role will be the first point of contact for the majority of the WRA's customers including taxpayers and their representatives, making important first impressions and helping people to pay the right tax at the right time. Joining 30+ other colleagues in our Operations function, the successful candidate will undertake a variety of customer service and administrative tasks which support the work of the wider department and promote Our Approach – a Welsh way of doing tax, in partnership with taxpayers and their representatives, such as solicitors and conveyancers. This role is vital to the collection and management for Land Transaction Tax (LTT, the equivalent of Stamp Duty Land Tax in England), and so you will be supporting people at important times in their lives, such as moving home, as well as businesses and other organisations.

To be successful in the role, they will be organised and structured in their approach to tasks – accuracy is very important. They will be a team player as the role works closely with colleagues in Finance and across the other teams within operations. They will also be confident in providing excellent, timely customer service to both internal and external customers, and take pride in resolving queries to a high level of satisfaction. We expect the role will likely adapt and grow as the organization develops.

A full training package will be provided for all aspects of the role.

Our helpdesk colleagues are at the forefront of providing professional, expert and friendly advice to our customers, making vital first impressions as well as building long-term trusted relationships. You will join an interesting, supportive organisation and be proud of being at the heart of our business, collecting and managing our devolved taxes, to fund Welsh public services such as schools and hospitals."

Paul Johnson. Customer Service Helpdesk Operative

Person specification

• Provide customers with a professional, friendly, and accurate service, to help them comply with their responsibilities, for example providing help and advice by answering phone calls and responding to emails, drafting letters, redirecting customers to an appropriate colleague for further assistance when required.
• Effectively and efficiently identify and understand the needs of the customer and decide, based on guidance, the best course of action to help each customer
• Actively seek to provide tailored support for those with specific needs or requiring additional support
• Accurately input and update data on the WRA's Tax Management System with information received by the customer; Liaise with the customers where information is missing or incorrect to ensure the correct information is held on the system
• Monitor and review cases to ensure that appropriate action has been taken in the allocated time, ensuring the highest standard of accuracy and audit is maintained at all times
• Look for opportunities in your own work and that of your wider team to continuously improve our services and processes, identifying and implementing improvements based on customer feedback
• Provide support across the organisation when required

Candidate Information Session

If this seems like a role you'd be interested in, join us for our virtual Candidate Information Sessions. You'll meet the Line Manager, get an overview of the role as well a feeling for what it's like to work at the WRA. We'll also talk through our benefits and provide helpful tips for your application with us. Please register for one of the sessions below:

26 November Register here 12.30pm: Business Wales Events Finder - Candidate Information Session - Customer Service Helpdesk Operative

26 November Register here 16:00pm: Business Wales Events Finder - Candidate Information Session - Customer Service Helpdesk Operative

Languages

We've undertaken an objective assessment of the Welsh language skills needed to undertake the duties of this role. For this role:

Welsh language skills

Welsh language skills are essential. This means that you will need to demonstrate your Welsh language skills at the levels detailed below. These skills will be assessed during the recruitment process and we'll explain clearly how these skills will be assessed.

Welsh language skills levels

Reading

Level Description

4 Can read most work-related material

Speaking

Level Description

4 Can converse in most work-related conversations

Understanding

Level Description

4 Can understand most work-related conversations

Writing

Level Description

4 Can prepare most written work in Welsh

Benefits

Alongside your salary of £27,302, Welsh Revenue Authority contributes £7,909 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

What we offer

• 31 days annual leave + Bank holidays, and 2 Privilege days
• Flexible and hybrid working
• Generous employer pension schemes with a contribution of upto 28.97%
• Tusker car scheme
• Vivup Cycle2Work and advances of salary for season Travel Tickets
• Lifestyle Benefits offering discounts on shopping, restaurants and entertainment
• Wellbeing hour each week
• Access to subsidised sports groups
• Generous family-friendly leave policies
• Free Welsh language courses and time off to learn
• Access to a range of staff diversity networks
• Free counselling and support service via our Vivup Employee Assistance Programme and Your Care Health platform
• A thriving culture that's described as innovative, collaborative and kind.

Things you need to know
Selection process details
Success criteria
Behaviours

Criteria

Assessed in personal statement and CV

Assessed during interview or assessment

Working together

Proactively contribute to the work of the whole team and remain open to taking on new and varied roles.

Yes

Yes

Managing a quality service

Develop a clear understanding of customers' needs and expectations. Act proactively by identifying issues early, reporting them and offering solutions.

Yes

Yes

Delivering at pace

Work consistently with focus and urgency to complete tasks on time and to a high standard. Follow the relevant policies, procedures and rules that apply to the job.

No

Yes

Strengths

Criteria

Assessed in personal statement and CV

Assessed during interview or assessment

Team player

You work well as part of a team and actively contribute to ensuring the team functions cohesively and successfully.

No

Yes

Service focussed

You prioritise serving customers by keeping their needs at the heart of all your actions and decisions

No

Yes

Problem solver

You adopt a positive and proactive approach to challenges and identify suitable solutions.

No

Yes

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants
Job contact :

• Name : WRA Recruitment Team
• Email :
• Telephone :

Recruitment team

• Email :

Online test instructions

Customer Service Test

Alongside your application you will be invited to complete a Customer Service Test.

The Customer Service Skills Test is an online test of your skills and abilities in relation to customer service roles and provides a realistic preview of what is typically involved in such roles in the Civil Service. The results of this test will

The test assesses your skills and abilities in three ways:

1. your ability to manage difficult customers

2. your judgement and decision making abilities in relation to a range of scenarios customer service advisors are likely to encounter in the Civil Service

3. your attention to detail and ability to work quickly and accurately under timed conditions

Preparing for the Customer Service Skills Test - GOV.UK features detailed instructions, a video, and a practice test to help you get ready ahead of taking the test.

Here are some suggestions that may help before you take the practice test

•

Find a quiet place with no distractions.

• You may wish to have some paper, a pen and a calculator to hand.

• Make sure you read test instructions carefully.

• You may take the practice test as many times as you wish.

• If you would like to discuss any reasonable adjustments to taking these tests, you can email us at

Further information

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition. See the Civil Service Commission's recruitment principles where this is set out.

If you feel your application has not been treated in line with the recruitment principles, and you wish to complain, you should contact the Head of HR.

Email:

If you're not satisfied with our response, you can contact the Civil Service Commission.

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