Business Support Administration Officer

Cardiff

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.

Are you looking for a challenging, interesting and rewarding role that allows you to grow your administrative skills whilst supporting Legal Professionals? If so, continue reading to find out more about this fantastic opportunity to join HMRC - one of the largest and most dynamic IT infrastructures in Europe, and we are now one of the most digitally advanced tax authorities in the world.

At HMRC, we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

About HMRC Legal Group

Across HMRC Legal Group we provide legal services to the whole of HMRC. This includes:

• The conduct of independent reviews of decisions made by HMRC which are requested by customers under the legislative provisions.
• The conduct of tribunal and civil litigation on a full range of services.
• Work on new legislation.
• Drafting of statutory instruments and other legal documents.
• Legal advice to ExCom and staff.

We also provide technical accountancy and forensic services to HMRC, are head of the Compliance Accountants’ and Insolvency Professions as well as handling Ministerial Correspondence and Freedom of Information requests for HMRC.

Job Description

This Team Specifically deals with the provision of a full range of administrative support for our customers including our internal technical caseworkers, lawyers, accountants, review officers, and senior managers.

There is a strong team working ethos in all teams and a variety of interesting and challenging work.

You will need to be self-motivated, flexible and prepared to work across a range of duties, these could include:

• Registering, updating and closing of cases on case management systems.
• Liaising confidently with internal and external stakeholders including the Tribunal service.
• Communicating accurately in writing to internal or external contacts and/or customers.
• Contacting customers by telephone and answering customer queries.
• Maintaining and updating various databases, spreadsheets, and audit trails.
• Updating performance data for management information.
• Being part of a in-office rota system for postal cover.
• Photocopying, printing, and scanning documents.
• Arranging travel and accommodation.
• Room booking and arranging meetings.
• Inbox management of post received via digital methods.

Person specification

We Are Looking For Someone Who

• Can manage their own workload and work to tight deadlines.
• Looks for the best ways to serve our customers, adhering to guidance and processes when completing work.
• Can adapt to differing business needs quickly.
• Can work independently but also as part of a team when the work requires it.
• Understands attention to detail and accuracy is priority when handling sensitive information.
• Has excellent written and verbal communication skills.
• Is proficient in Microsoft Office suite (Word, Excel, PowerPoint).

Essential Criteria

• Two GCSEs Grade 4 or above (Formally grade A-C if taken prior to 2017) in Maths and English (or equivalents), in England and Northern Ireland.

Or

• Two GCSEs Grade A-C in Maths and English (or equivalents), in Wales.

Or

• Two Credit Standard Grades or National Qualifications level 5, in Maths and English (or equivalents), in Scotland.

Please ensure the subject of these qualifications and the grades achieved are listed on your application form in the ‘Type of qualification’ section. If these requirements are not listed individually, then your application will not proceed past the initial sift stage. Any qualifications provided that are higher than GCSE’s or the equivalent qualification will not be accepted.

Other Information

HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

There may be a need to travel across the UK with occasional overnight stays being required and there may be a need for occasional travel for business purposes.

This vacancy is only available at the specified location, alternative locations are not available.

Your office location is contractual so if you are successful, there is an expectation that you will attend that office location as required by the business. You need to consider how you will meet this requirement before you apply and discuss any concerns with the vacancy holder before accepting any role.

Qualifications

• Two GCSEs Grade 4 or above (Formally grade A-C if taken prior to 2017) in Maths and English (or equivalents), in England and Northern Ireland.

Or

• Two GCSEs Grade A-C in Maths and English (or equivalents), in Wales.

Or

• Two Credit Standard Grades or National Qualifications level 5, in Maths and English (or equivalents), in Scotland.

Alongside your salary of £26,770, HM Revenue and Customs contributes £7,755 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

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.

Selection process details

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

How To Apply

As part of the application process, you will be asked to provide the following:

• Your qualifications (mentioned in the Essential Criteria) should be input in the qualifications section of the application. If you want to expand on your qualifications, please put this in the CV. If these are not provided your application will not progress to a full sift. Any qualifications provided that are higher than GCSE’s or the equivalent qualification will not be accepted.
• A name-blind CV, to include your job history covering your last 3 roles (max 100 words per role). Your CV will be scored against the experience required outlined in the advert.
• A 500-word Personal Statement to include what you can bring to the role, what previous experience you have which relates to the job description/summary, and any other information you think may be of value. Please utilise the full word count.

Further details around what this will entail are listed on the application form.

We acknowledge that AI can assist you in your application. Find our guidelines here.

Sift

A preliminary sift on the Essential Criteria will be conducted and only candidates meeting the criteria will progress. Only those who pass the Essential Criteria will progress to full sift. Full sift will take place on the CV and Personal Statement, which will be given a combined score.

• Please ensure details of the essential qualifications (GCSE’s or equivalent) and the grades achieved are listed on your application form in the ‘Type of qualification’ section. If these are not provided your application will not progress to a full sift. Any qualifications provided that are higher than GCSE’s or the equivalent qualification will not be accepted.

Candidates who are successful at the sift stage and progress to interview will be interviewed in person.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

The interview process will include: Experience and Strengths.

Full details will be provided to those candidates invited to interview.

This Is An Example Of a Strengths-based Question

“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.

Interviews will take place face to face in Cardiff. Sift and interview dates to be confirmed.

Start dates may not be agreed straight away but this will be discussed further with successful candidates.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.

This role is not eligible for ‘skilled worker’ sponsorship.

The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £38,700. In some cases, the minimum can be reduced to £30,960 (via ‘tradable points’) but this role pays below both amounts, and therefore is not eligible.

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Merit List

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

• Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Important information for existing HMRC contractual homeworkers

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Terms and Conditions

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

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

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

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard 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.

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.

This vacancy is part of the Great Place to Work for Veterans initiative.

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: Theodoros Iacovou
• Email: theodoros.iacovou1@hmrc.gov.uk

Recruitment team

• Email: unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.