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.
Inspire. Lead. Make an Impact.
Are you passionate about leadership and driving performance in a dynamic environment?
Are you a natural leader with a passion for delivering exceptional customer service? Apply Now, we can’t wait to meet you!
His Majesty’s Revenue and Customs (HMRC) is looking for dedicated team leaders to join our inclusive and diverse Customer Service team.
Customer Service group is one of HMRC’s largest directorates. The work we do touches the lives of every single person in the UK and the money we collect pays for the UK’s vital public services and benefits for those who need them. At HMRC we strive to maximise revenue, reduce costs, and improve our customer experience.
Whether you come from retail, hospitality finance or any other industry – if you have a drive for leadership and a passion for people, you could be exactly who we are looking for.
We are committed to creating a great place to work for all colleagues, where we recognise the potential of everyone who chooses to work for us, offering a range of flexible working patterns and support to ensure a fulfilling career at HMRC.
Diverse perspectives and experiences are critical to our success, we welcome applications from all people of all backgrounds with the experience and skills needed for this role.
Job Description
As an HMRC team leader, you will be a highly visible manager who will champion excellent performance within your team. You will coach your team to serve customers effectively and engage your people to support improvements across all our services. You will recognise HMRC values and always apply these, role-modelling Civil Service Leadership Behaviours.
Why Join Us?
We are committed to creating a great place to work, fostering a supportive, diverse, and inclusive workplace where every colleague can thrive. At HMRC, you'll find flexible working options and strong support to help you build a fulfilling and rewarding career.
This role offers exciting opportunities for growth and development, along with the chance to make a real impact on people’s lives—giving you a sense of purpose and pride in making a difference.
The Team Leader role is part of the Operational Delivery profession in the Civil Service. It is a demanding but incredibly rewarding role which carries a high level of responsibility but also brings with it great variety. You will lead a multi-channel team working flexibly across a range of hours, to inspire and motivate people to deliver great customer service.
You will work collaboratively with the wider team to deliver a quality service to all our customers through various channels and drive continuous improvement.
Person specification
* Inspire, guide, empower, and develop your team, making leadership interventions to deliver and continuously improve business results and customer experience.
* Communicate to your team effectively, using the best communication channel to engage and ensure they have a clear understanding of our business priorities and aims.
* Responsibility for ensuring team members are in the right place at the right time to deliver the best possible service to our customers.
* Own the quality results for your team ensuring customers' needs are handled accurately.
* Actively address performance, attendance and conduct issues in line with HMRC policies.
* Spot skill gaps in yourself and your team. Coach, mentor, and set growth goals. Nurture talent and push your team to seize development opportunities.
* Drive digital engagement by helping your team promote our online offerings. Use customer insights to continuously improve and enhance our digital services.
* Encourage new ideas and improvements, seeking feedback and championing new ideas.
* Role model HMRC Values, promoting an inclusive workplace, ensuring the health and wellbeing of the team.
Essential Criteria
* Strong communication and interpersonal skills
* Established leadership skills and experience
Behaviours
We'll assess you against these behaviours during the selection process:
* Leadership
* Managing a Quality Service
We only ask for evidence of these behaviours on your application form:
* Leadership
Alongside your salary of £29,475, HM Revenue and Customs contributes £8,538 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
How To Apply
As part of the application process, you will be asked to provide the following:
* A name-blind CV including your job history. Your CV is for information purposes only and will not be scored.
* You will be required to complete a behaviour statement which must be no more than 250 words on Leadership.
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
The sift will be undertaken on the leadership behaviour.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview, you will be asked behaviour and experience based questions to explore in detail what you are capable of; and strength-based questions to also explore what you enjoy and your motivations relevant to the job role.
The behaviours that we be assessed at interview will be:
* Leadership
* Managing a Quality Service
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 – 399363 & vacancy closing date [insert date]’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
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.
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 (opens in a new window), and will assess your Behaviours, Strengths and Experience.
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) (opens in a new window)
* 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 (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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. #J-18808-Ljbffr