Customer Services consultant - Candidate information pack
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Customer Services consultant Candidate information pack
Key information
Pay: National - £19,160 – £20,640 (Pro-rata for part-time)
London - £22,501 – £24,420 (Pro-rata for part-time)
Working patterns:
Full time: 37 hours per week. Working five days out of seven days covering various working patterns between 8am and 10pm.
Alternative working patterns may be considered subject to business needs, but a minimum of 20 hours per week will be necessary.
Part time evening: The minimum number of hours for the evening working pattern is 25 hours over five days (Monday to Friday).
Role: Dealing directly with public in a contact centre type environment via telephone calls, webchat and emails.
Closing date: 3rd February 2019
Please note that depending on the number of applications received, the vacancy holder reserves the right to extend the closing date for
each location independently. This means that some adverts may be open longer than others.
2
About HMRC Customer Services
We’re a supportive team, committed to looking after your
I am delighted you’re considering development and wellbeing. Our training will help you develop new
skills and expertise – you can even gain qualifications recognised
joining us. Our customers are at the heart across government.
of everything we do and we’re passionate It’s an exciting time to join us, as we’re improving how we do
about helping individuals and businesses things to deliver even better services for our customers. We’re
looking at how we can become more flexible to help our customers
get their tax right. get things right first time, which means your work will be varied,
challenging and very rewarding.
At HMRC we’re focused on getting tax right, for everyone. We help
people pay their tax and claim financial support, and make it hard
for the dishonest minority to cheat the system. We’re all doing our
bit to make a difference, and we’re proud of what we do because it
touches the lives of everyone in the UK. Angela MacDonald
Director General, Customer
We’re all about getting it right for our people too. Services
We couldn’t do all this without our dedicated workforce – we’re
one of the largest organisations in the UK, and we pride ourselves
on our diverse and inclusive working culture.
Customer Services is one of the biggest areas in HMRC, with
colleagues across the country coming together to provide a
fantastic service for our customers.
3
What makes a great Customer Services Consultant?
You’ll be the first point of What are we looking for?
contact for our customers, great communication skills – both
written and verbal
providing a first-rate
commitment to providing a brilliant
service by phone, email service for our customers
and webchat. ability to handle both enjoyable and
challenging conversations
Our Customer Services consultants are
the voice of HMRC, using their brilliant ability to provide information
communications skills to give our quickly and clearly
customers the best possible experience.
a can-do attitude and a real
What will I be doing? passion for helping people.
speaking to customers on the It’s our ambition to be the best customer
phone, helping them with their services organisation in the UK and we
questions or issues need fantastic people like you to help us
achieve this.
taking payments by phone, letter
and our online services
creating customer records and
keeping them up to date
using webchat and email to support
our customers online.
4
Investing in you
When you join us, you’ll Full time staff will be enrolled on our Level 3
Operational Delivery Apprenticeship scheme.
What we can offer you
embark on a tailored training It’s a fantastic way to learn while you earn, When you join us, you’ll get 22 days annual
build valuable skills and gain a recognised leave in your first year, rising to
programme designed to help qualification. 25 days in year two and 30 days after
you get up to speed with the 10 years with us. On top of bank holiday
If you start on Part time hours you will not be leave, you’ll also enjoy an extra day off
world of HMRC and Customer automatically enrolled as an apprentice, but to mark the Queen’s birthday.
you will able to discuss the options and
Services. From call handling availability with your manager after you start You’ll benefit from generous paid maternity;
paternity and adoption leave and join a
to managing customer with HMRC.
competitive pension scheme
information, your training will And it doesn’t stop there – we’re committed as soon as you start the job.
to investing in you and your development
give you all the tools and skills throughout your time at HMRC. We think everyone enjoys their job more if
they have a good work life balance, so
you need to do a brilliant job. You'll have access to a wide range of training dependent on the work pattern available we
and development opportunities can offer a variety of flexible working
to suit your skills and ambitions, from patterns.
bespoke programmes to an extensive suite of
online resources. When you join us you’ll be part of a
community – we’re a social bunch so there’s
On top of this you’ll have mentoring, help and lots of opportunities to get involved in
assistance from the friendly colleagues in activities, sports and volunteering.
your office.
Your hard work won’t go unnoticed either, as
we have a number of reward schemes in
place to recognise our brilliant staff.
5
Employee Benefits
Cycle to Work Scheme – This helps
As well as your salary, Advances of salary – To assist with
with the purchase of a bicycle up to
cost of travelling to work (Season
pension and leave tickets, car park permits etc), rental
£1000 and pay back interest free
through your wages.
arrangements we also offer a deposit and childcare costs.
Money Advice Services – You can
great package of benefits to Tax Free Childcare -Check here to see
have access to free and unbiased
if you are eligible,
help you obtain a great work- financial advice.
Employee Assistance Programme –
life balance and make your The Charity for Civil Servants – free
access to counselling and support for
help and advice for civil servants
time in work enjoyable. both work and personal concerns.
struggling with family breakdown,
Eye Care Vouchers – you will be illness, hardship or bereavement.
entitles to free eye tests as well as
Motoring Association – Access to join
discounts on glasses for visual display
the Civil Service Motoring Association
usage.
(CSMA) giving access to motoring
and retail discounts.
Access to join Civil Service Council
Sports and Leisure – giving access to
sporting events, leisure activities,
cinema ticket offers as well as a range
of free and discounted entry to
attractions nationwide.
Revenue and Customs Sports and
Leisure – they organise sporting and
leisure activities for HMRC within your
area.
6
The future of HMRC
It’s an exciting time to join us as we’re
changing the way we do things, to do
an even better job for our customers and
make HMRC a great place to work.
We’re continuing to invest in our technology to provide great
digital services and make it easier for our customers to pay their
taxes – more than 15 million people now have a Personal Tax
Account and three million businesses have online accounts.
We’re in the process of bringing everyone together in 13 large
regional centres, with one already open and a further two
opening this year.
All of our regional centres have a wide range of roles and
opportunities, so there’s so many career paths you could follow.
They provide modern workspaces and the tools to make your
job easier, more varied and more satisfying. When you join us
you’ll receive a Surface Pro too, so you can work flexibly and
collaboratively with your teams wherever you’re based.
Come and experience what it’s like for yourself.
7Our Regional Centres
Over the next few years HMRC will be reducing the number of its offices
and will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds,
Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon
and Stratford.
There will also be a small number of specialist sites, where the work cannot
be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich,
Worthing and Dover, as well as our headquarters in central London. In
addition, our Welsh language service has people in specialist roles located
in Porthmadog, as well as Cardiff.
If you are recruited into an office that is not one of these locations, you
will be expected, subject to HMRC’s applicable policies, to move to
one of these locations in the future. In some cases, this will be via a
transitional site.
If you are not a current civil servant, you will not be eligible for financial
assistance for your move to the regional centre or a transitional or specialist
site.
If you are a current HMRC employee and you joined HMRC through an
advert that was advertised on or after 11/01/2017, you will not be eligible for
financial assistance for your move to the regional centre or a transitional or
specialist site. This is in line with the terms of your original appointment to
HMRC.
We will also retain a presence in our 100 Parliament Street, Westminster,
headquarters, for people who genuinely need to be near to ministers. Those
appointed to 100 Parliament Street in a ‘non-headquarters’ role, will be
required to move to a Regional Centre
.
8What’s it like working for HMRC?
I’ve recently finished six weeks of training Being able to help customers is really
to help me get to grips with my new role rewarding for me. Each call is different,
as a Customer Services consultant. which provides a bit of variety throughout
the day and keeps it interesting.
The theory side of my training gave me
the knowledge I needed to feel ready to I applied for the role as I thought it would
help customers. I used simulators to be a great foot in the door to building a
prepare me for the systems I’d be using, long term career at HMRC. I was
as well as listening in on live encouraged by my friends who work here
customer calls. too, who told me about the variety of roles
and opportunities on offer.
I’m finding it challenging and there’s
definitely lots to learn, but everyone’s so Since joining, I’ve found HMRC a really
supportive. As a new starter I’ve received social place to work. There’s lots of
a buddy, there’s floorwalkers to help with activities and groups to get involved in –
any problems, and all of my colleagues not the stuffy and formal office I expected
are so helpful. at all. I already feel like I’m part of a
community and looking forward to the
opportunities and challenges my new role
The training and support will bring.
I’ve received has really
James Craig
helped me feel comfortable Customer Services consultant
and confident in my
new role.
9Can I apply?
HMRC welcome applications from eligible candidates of any age In order to process applications we will send a completed Criminal
subject to the school leaving age and young worker legislation. Disclosure checking form to Disclosure and Barring Service on your
behalf. However, we recognise in exceptional circumstance you will
You can apply if you have the right to live and work in the UK, and want to send the completed forms direct. If you do, please advise
meet the Civil Service nationality rules. You will NOT be eligible if email Government Recruitment Services stating the job reference
you’re in the UK on a student visa. number in the subject heading.
Please Note: HMRC does not provide UK visa sponsorships for
Reasonable adjustments: To comply with the Equality Act 2010
applicants.
HMRC has a duty to consider reasonable adjustments for disabled
Candidates will be subject to UK immigration requirements as well people who;
as Civil Service nationality rules. If you're applying for a role that work for HMRC
requires security clearance and you have foreign or dual nationality, apply for a job with HMRC or
you may still be able to apply. Some posts may have restrictions tell HMRC that they are thinking of applying for a job with
that could affect you if you don’t have sole British nationality or who HMRC.
have personal connections with certain countries outside the UK.
This means that if a person with disabilities is put at a substantial
Important Security Update: disadvantage compared to a non-disabled person we have a duty
All successful candidates will be required to: to make reasonable adjustments to remove or reduce that
Complete a basic security check -Further Information disadvantage
Undertake a Disclosure and Barring Security (DBS) check If this applies to you please contact:
Government Recruitment Service via
Please note: HMRC have an exemption under the Rehabilitation of hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible
Offenders Act 1974, which enables us to make enquiries about before the closing date to discuss your needs.
both unspent and spent convictions.
Complete the “Assistance required” section in the “Additional
If you are successful and transferring from another Government requirements” page of your application form to tell us what changes
Department, we will carry out a check of your identity, nationality, or help you might need further on in the recruitment process. For
and immigration status (including the right to work in the UK) and a instance, you may need wheelchair access at interview, or if you’re
criminal record check before confirming your appointment. deaf, a Language Service Professional
10Ready to apply?
Your application You will need to ensure that you have fully completed all the
You don’t need any formal qualifications to apply – we’re more required tests before Midnight on 5 February 2019, failure to
interested in your personal qualities and how you’ll provide complete all online tests by before their deadline will result in your
a brilliant service for our customers. application being withdrawn.
You’ll need to fill in an online application, which includes a There will be no technical support available after 3pm on closing
personal statement of around 250 -300 words, focussing on the date of 5 February 2019 and test resets will not be granted after
Managing a Quality Service behaviour. this time, therefore please give yourself sufficient time to complete
Once you’ve submitted your application and personal statement, the test and reach out to Government Recruitment Service for
you’ll be invited to complete two online tests: technical support should this be required.
1. numerical test (maths) The tests are administered online and accessed via the CS Jobs
website.
2. verbal test
The tests are open until 48 hours after the job advert closes and Should you be successful on all tests you will be placed on a merit
we cannot extend beyond this. list in merit order and may be invited to an interview should you
meet the minimum pass mark. Candidates who pass the tests but
Please complete the online tests as soon as possible (within 24- not invited to interview will be placed in a candidate pool and may
48 hours is recommended). be called for interview at a later date.
You must be successful at Numerical test to progress to the HMRC reserve the right to increase or decrease the pass
Verbal Test. mark in order manage successful applicant volumes.
11What next? Reserve lists and Talent Pools
If you pass both tests, you’ll be ranked in merit order based on We are recruiting to ensure we have a sufficient supply of high
your scores and we’ll be offering interviews based on this. calibre people, with the right skills to help us deliver our business,
now and in the future.
If you’re successful in getting an interview, we’ll send you
further information and guidance on how to prepare for it. If there are more successful candidates, after online tests, than
We may not be able to interview everyone who passes the tests at roles we may need to place you in a talent pool of candidates. If
the initial stage, however you’ll be placed in a reserve list and may you are one of these you will not be invited to interview initially but
be asked to attend an interview at a later date. will keep on hold for up to 12 months and invited to interview if
and when further jobs arise.
We’ll use personal statements to separate candidates with tied
interview and online test scores. If you are successful at interview we will be making some
Please be aware that plagiarism or any other forms of cheating immediate job offers, however we will not be able to appoint all
will be looked into and if found, your application will be withdrawn successful applicants straight away. If your interview is successful
from the process. Duplicate applications for the same vacancy will and we are unable to offer you a post immediately, we will keep
also be withdrawn. you on a reserve list for up to 12 months and we will contact you
as soon as we are in a position to offer you a post.
There’s more information about the Civil Service recruitment
process on GOV.UK Appointments will be made in adherence with the Civil Service
Recruitment Principles and in strict merit order with the highest
Note: Due to the size of this campaign we will not be able to
scoring candidates being appointed first. We will keep you
provide candidates with individual updates on the progress of
updated throughout your application but please do email us if you
their applications.
have any further questions.
Following each stage of the application process, candidates
will be notified of their outcome via email from Government
Recruitment Service.
12Questions and answers What if I don’t meet all of the eligibility criteria? If you fail to
meet any or all of the eligibility criteria, your application will be
How will I be contacted? We will contact you by email, and via
rejected
your Civil Service Jobs account. Please check all of your inboxes
including your junk/spam folder. You will also need to frequently Can I apply for multiple vacancies and locations? This
check your Civil Service Jobs account. We may also contact you vacancy is part of the 092R campaign and linked to the following
by telephone using 03000 numbers, which will display as references throughout the country: 1617276, 1616947, 1616899,
‘Withheld’ 1615292, 1616891, 1616905, 1616914, 1616919, 1616923,
1616927, 1616932, 1616937, 1616943, 1616944, 1616946,
Is the salary negotiable? Full time non-Civil Servants will start at
1616530, 1616956, 1616961, 1616966, 1616964, 1616970,
the minimum of the salary range: £19,260 (£22,501 London). Civil
1616972, 1616973, 1616974, 1616977 & 1616978.
servants appointed on level transfer will normally retain their
existing salary, but this is dependent on location and any other We will sift and interview you only once and your sift and interview
elements of existing salary. Civil servants appointed on promotion scores will automatically be carried across. If you apply to more
will usually receive the salary range minimum or 8% uplift of than one location and are successful, once an offer has been
existing salary, subject to the range maximum. HMRC will review accepted all other applications linked to this campaign will be
your pay annually, any increase to your salary will be at the withdrawn.
discretion of HMRC. Some roles will also attract an unsocial hours
payment (UHP), which is paid when you are required to work Please note: Candidates who wish to apply for multiple working
during hours that HMRC consider to be unsocial. patterns available within a location will need to submit a separate
application for each vacancy.
Is relevant work experience needed before I apply to join
HMRC? No. We are looking to your future, not your past. Our If successful, what documents do I need to bring to the
selection process looks at your capabilities, potential and interview? You will need to bring evidence of ID to the interview.
evidence of skills that could have been gained anywhere Please use the below link to access a tool detailing the documents
to bring specific to you: ID Documents. It is very important that
What is the dress code? HMRC doesn’t have a formal dress you bring the correct documentation with you so we can progress
code – smart casual is quite acceptable. When meeting the public any successful appointments without delay. Please note you need
you are representing the department and should dress smartly. to also provide a passport photograph, even if you have provided
other photographic ID.
13Get in touch
If you have any questions or need support with your application, please get in touch with us at:
pt.recruitment@hmrc.gsi.gov.uk
Need help using the Civil Service Job website? Take a look at their guidance.
Please note:
we’ll do our best to respond to your email within three working days (Monday to Friday, excluding bank holidays)
if you have any queries about your application or completing online tests, you’ll need to contact us before the application deadline
we can’t accept late applications.
Feedback
We hope you found this pack informative. However, if you do have feedback, ideas or proposals
on how we can improve the pack please email: Feedback - CSG Recruitment
We wish you every success with your application.
CSG HR External Recruitment Team
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