Digital Support Advisors - Leeds, United Kingdom - HM Revenue and Customs

HM Revenue and Customs

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £22,524 - £22,524
Job grade:

Administrative Officer
Contract type:
Permanent
Business area:
HMRC
CDIO
Digital Delivery Centres
Type of role:
Digital
Working pattern:
Flexible working, Fulltime, Job share, Parttime
Number of jobs available:
3Contents

Location

About the job

Benefits:

Things you need to know

Location

Leeds Regional Centre
7 & 8 Wellington Place, Wellington Street, Leeds, LS1 4APAbout the job

Job summary:

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.

HMRC is the UK's tax payments and customs authority.

We have a vital purpose:

we collect the money that pays for our public services and help families and individuals with targeted financial support.

We're making HMRC services and information simpler, clearer, and faster for individuals and businesses.

We are undergoing a major transformation program, which includes a £200 million investment in digitalisation, so customers can do more for themselves online and in real time, on computers, tablets, and smartphones, bringing HMRC bang up to date, in line with banks and other large customer operations.

Your home office will be a brand-new purpose-built office in Leeds city centre.

The office has been designed to provide a mix of different multi-functional shared spaces to support flexible and smarter working.

The office is close to shopping, vibrant social centres, and the rail network.

About the Digital Technical Support Team

The Digital Technical Support Team:
- comprises of business and technical operational staff who have a strong understanding of HMRC's digital services and associated customer behaviour.
- is multi-skilled across services to ensure business continuity during peak periods and can react to the changing nature and scale of digital services.
- provide specific technical support when customers encounter problems using our digital services and help them 'work around' their issues.
- support, all new Digital services from trail phases to live, all existing on-line transactional services in support of the Online Services Helpdesk.
- provide technical help with complaints generated from the use of the digital services.

Our work requires the team to be reactive to customer contact and proactive in the delivery, promotion implementation of digital services.

Job description:

Person specification:

Skills & Knowledge Required
This is a non-managerial role.

We are looking for an individual who:

Has excellent customer service skills.
Is a good team player with sound analytical skills and good judgement, who can communicate effectively with colleagues both verbally and electronically.
Is able to take direction, work on own initiative and complete tasks accurately and to timescales.
Has good computing skills and be willing to share knowledge and best practice.
Works collaboratively with team members.
Takes ownership of, and is accountable for, delivery of tasks.
Consistently produces work of a good quality, to deadlines.
Motivates self and others to do a good job, build a strong team ethos.

Duties include:

Understand, respond to and classify responses to customer queries.
Work collaboratively within the team to improve the quality and efficiency of the responses issued.
Work collaboratively across the wider team to identify new issues with online services.

Working patterns:

We do operate a flexible working pattern between 7am and 8pm Monday to Saturday where you can work from home for up to 2 days per week if you choose to

However:

You will be expected to work some Saturdays and evenings on a rota basis. Flexible working is available when you are not providing weekend or evening cover.

When you are required to work on a Saturday you will be given a day off during the week to compensate.

Probation Period:

There is a 6 month probation period and during this time you will receive comprehensive training and support from a mentor.

Benefits:

Learning and development tailored to your role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Civil Service pension with an average employer contribution of 27%

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs.

This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period.

You will get more detail on this as part of targeted locations move communications.