Bi-lingual Administrative Officer

**Details**:
**Reference number**:

- 432838

**Salary**:

- £28,016
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Administrative Officer

**Contract type**:

- Permanent

**Business area**:

- HMRC - Customer Service - PT Ops

**Type of role**:

- Operational Delivery

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 3

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Porthmadog - Thedford House

**About the job**:
**Job summary**:
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

HMRC, along with all government departments with a customer base in Wales, has set out to provide our Welsh language services as agreed with the Welsh Language Commissioner under the 1993 Welsh Language Act.

The Welsh Customer Services team in Porthmadog deliver a range of Welsh language services directly to those customers who indicate they wish to communicate with HMRC in Welsh. This includes Welsh language telephone, correspondence, face to face, case working, processing forms, sending out Welsh language forms, taking payments and digital services support.

If you are great with people, helpful and enthusiastic then you could be just the bi-lingual Administrative Officer that we’d be proud to employ at HMRC.

No experience is necessary as full training will be given. It’s your enthusiasm, helpful manner and willingness to learn that we require. What we do ask however is that you feel comfortable with chatting on the phone, have good writing skills and are keen to help others.

**Job description**:
You’ll actively seek to resolve customer queries and use your communication skills to handle sometimes complex yet rewarding conversations. You’ll get real responsibility and opportunities to shine and develop your career with us.

You’ll join a friendly and welcoming team and receive plenty of training and support to help you reach your potential. Don’t worry, you’ll get training on how to deal with any complex calls, our job is to support you whilst you help us support our customers.

If this sounds like you, then you could be just the Bilingual Administrative Officer we’d be proud to employ at HMRC.

**Person specification**:
**Responsibilities**:

- Dealing with customer enquiries within a wide variety of Tax issues. Full training will be given.
- Dealing with telephony, digital and written correspondence.
- Issuing standard HMRC forms/letters in Welsh to customers.
- Using guidance and initiative to solve customer enquiries.
- Great communication skills, both written and verbal and are confident chatting on the phone assisting customers.
- A can-do attitude and a real passion for supporting people and creating a Brilliant Civil Service.
- The ability to deal with basic math calculations.
- Ability to deal with information quickly and clearly ensuring information reaches customers quickly.
- Ability to work as part of a team.

We’re striving to be the best customer service organisation in the UK and we need fantastic people like you to help us achieve this.

**Essential Criteria**

**Operational Delivery Profession**

**Languages**:

- English
Welsh

**Technical skills**:
We'll assess you against these technical skills during the selection process:

- Written Test

**Benefits**:

- Alongside your salary of £28,016, HM Revenue and Customs contributes £8,116 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
- Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRC_ _hear from our insiders or visit Thinking of joining the Civil Service

**Things you need to know**:
**Selection process details**:

- This vacancy is using Success Profiles, and will assess your Strengths, Experience and Technical skills.

**How to Apply**
- A name-blind CV including your job history (maximum 250-words per role restricted to the past 3-roles).
- A 500-word Personal Statement demonstrating your suitability for the role.

**Sift**

**Interview**

During the panel interview, you will be asked strength-based and CV based questions in Welsh and English to explore in detail what you are capable of, what you enjoy and what are your motivations relevant to the job.

A short-written test will a