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Assistant Officer - Hotlines Team - Ipswich

Posted: 2 Apr 2021 Closes: 15 Apr 2021
Ipswich 20,137
Permanent & Full-time HMR_102895

The responsibilities may include but are not limited to:

Handling telephone calls from the public in relation to HMRC fraud.

Accurate recording of information received using a range of information systems.

Enhancement and assessment of the information received, creating reports/Intelligence packages for dissemination to customers.

Working in a Continuous improvement environment and working closely with others to share ideas and improve processes.

Responsibilities
Person Specification:

This is a customer facing telephony role, so the post holder should have excellent communication skills alongside the ability to gather information accurately, whilst effectively communicating with the caller.

The post holder should have the ability to analyse and effectively handle complex information from a wide range of sources.

The post holder should be able to manage a challenging workload with changing priorities, be a team player but also work independently to a high standard.

Desirable Criteria:

Recent knowledge and evidence of working within either the Criminal Justice or Tax compliance environment would be advantageous, however training is available.

Essential Criteria

The ability to obtain SC Clearance as the role cannot be undertaken without this

Behaviours

We'll assess you against these behaviours during the selection process:
  • Communicating and Influencing
  • Managing a Quality Service
  • Delivering at Pace

Benefits

Learning and development tailored to your role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Civil Service pension

HMRC has negotiated with departmental trade unions to modify its current pay structure and working arrangements which is now agreed and will apply to successful candidates. Any pay amendments would also be backdated, and advertised terms and conditions including pay ranges, allowances, annual leave and probation etc. would be altered. The reform offer includes proposals to replace the current attendance allowances and payments in FIS and RIS with a new Flexibility Payment for eligible roles. The role advertised will attract the new Flexibility Payment which will come into effect from 01/06/21. If the TUD is prior to this date, Individuals will be placed on the existing attendance allowance then moved across to the new flexibility payment. HMRC candidates receiving an existing attendance allowance or payment should also be aware that moving to a new role may affect any Transition Protection available to them under the Flexibility Payment proposals.

If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the departments Daily Travel Assistance guidance.

Please also find attached 'Your little extras booklet' for further information.

Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

See our vetting charter.

People working with government assets must complete basic personnel security standard checks.

Selection process details

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

Applicants will be required to undertake the Civil Service Verbal and Numerical Tests and if necessary due to large numbers of applications, a sift may be completed on the statement of suitability and CV.

Candidates should submit a statement of suitability of no more than 750 words evidencing the requirements set out in the job description, personal specification and essential/desirable criteria.

The 500 word CV should reflect your last 3 year job history along with relevant skills, key deliverables/achievements, qualifications and experience. (Any additional wording may not be considered).

The behaviours will be used at interview for assessment

The interview will be based around the following behaviours:

Communicating and Influencing

Managing a Quality Service

Delivering at Pace

Strengths will also be assessed at interview.

Sift and interview dates to be confirmed.

The sift may be followed by Interview.

If required, Interviews will be held via Teams.

We reserve the right to raise the pass mark to manage the number of successful candidates to be interviewed.

We may appoint from sift if appropriate, and the candidate meets all of the criteria stated above.

A reserve list may be created if suitable candidates are identified and will last for a period of 12 months.

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

After submission of the first stage of your application you will be invited to complete a Verbal Reasoning and Numerical Reasoning test. If you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 13:55 on 15th April. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

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 applicants 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.

HMRC transformation
HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. Our Regional Centres in Croydon, Bristol and Belfast are already operational.

In addition, 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. Whats more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

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 HM Revenue and Customs employee and you joined us through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to a regional centre, a transitional site or a specialist one. This is in line with the terms of your original appointment to HM Revenue and Customs.

For more information please contact the vacancy holder.

Terms and Conditions
We really hope you decide to apply for this role. If youre successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. Weve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.

Pay
If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

New entrants are expected to join on the minimum of the pay band.

Further Information

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.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

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.

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

Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.

Reasonable adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.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 youre deaf, a Language Service Professional.

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

Nationality requirements

This job is broadly open to the following groups:
  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
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.

HMRC

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