HM Revenue & Customs
Customer Service Officer (Welsh Speaking) – Valuation Support Unit
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Job Summary
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This role is part of HMRC Valuation Office, formerly known as the Valuation Office Agency. We have recently integrated into HMRC.
HMRC Valuation Office are the public sector’s property valuation experts and advisers with a vision to be a world-leading provider of public sector valuations. Our work is vital to the collection of over £60 billion of revenue which goes back into communities, touching every citizen and every business across England and Wales.
Job Description
Welsh Customer Service Officer - Role Overview
We’re seeking a candidate who is fluent in spoken and written Welsh to join our Valuation Support Unit (VSU).
The Valuation Support Unit (VSU) sits at the heart of our operations here in the Valuation Office (VO).
As a Customer Service Officer, you will play a crucial role in supporting our customers to ensure every customer receives a positive experience of the VO. This is a varied and fast-paced role, a typical day could involve handling a variety of customer calls, from providing guidance to a small business owner on business rates or responding to a query on Council Tax.
We prioritise speaking to our customers via the telephone. The successful candidates will receive full call handling and technical training to give you the confidence and ability to help our customers. As a Customer Service Officer, you will also have the opportunity to handle customer enquiries via other communication channels and carry out a range of data processing and administrative tasks to support operational functions.
This is a dynamic role where no two days are the same, requiring you to work at pace in a busy environment. While it can be challenging, you will always have colleagues and managers on hand to support you and help you develop valuable experience in problem-solving, resilience, and customer service skills.
Welsh Customer Service Officer - Key Responsibilities
- Complete short Welsh translation requests.
- Providing excellent customer service primarily via telephone, and through email and written correspondence.
- Gather information and ensure our customers provide all necessary information correctly.
- Assisting customers with advice based on their query and managing customer expectations through clear communication.
- Providing assistance including explaining procedures or policies, supporting customers to understand our processes and justifying decisions.
- General administration and data processing tasks including using our tools and databases to gather and analyse data.
- Record information on appropriate systems including documenting customer interactions accurately.
Person specification
We are looking for someone with good communication skills who’s passionate about customer service and enjoys the challenge of building relationships with customers.
Quality is central to everything we do here in the VSU and so you should be a performance-driven individual motivated to meet targets and deliver against goals. You will be comfortable in dealing sensitively and professionally with people from all walks of life, some of whom may be vulnerable and under stress. To thrive in this role you’ll be flexible, adaptable, and above all willing to work as part of a team to respond to ever-changing priorities at pace, always putting the needs of the customer first.
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Essential Requirements
- Excellent language skills (Welsh and English). To undertake this role Welsh language skills are required to a level 4 (speaking, listening, reading, and writing) as set out in the Welsh Language Commissioner’s Welsh Language Skills Matrix.
- Customer-focused with a passion for providing high standard and quality service.
- Excellent listening skills with the ability to communicate with different types of people with a range of needs.
- Work at pace, responding flexibly to emerging priorities and able to switch between different types of work as needed.
- Resilient with the ability to manage difficult situations in a calm and professional manner with empathy and compassion.
- Processes and records data safely and securely.
- Goal-orientated individual who enjoys working in a target-driven environment.
- Good IT skills including keyboard skills and working knowledge of Microsoft Word, Excel, and Outlook.
Languages
As part of this role you will need to communicate effectively with customers, colleagues, and stakeholders, verbally and in writing, in both English and Welsh.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Making Effective Decisions
Technical skills
We'll assess you against these technical skills during the selection process:
- Technical skill aligned to the Front-Line Help and Advice job family within the Operational Delivery Profession.
- Your technical ability will be assessed against your Welsh language skills at Level 4 (speaking, listening, reading, and writing). The Welsh Language Skills Matrix is attached below for further guidance.
Alongside your salary of £28,016, HM Revenue and Customs contributes £8,116 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 that starts at 25 days, increasing by a day for every year of qualifying service up to a maximum of 30 days and a Civil Service Pension with an average employer contribution of 28.97%.
- 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.
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate, and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
Selection process details
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This vacancy is using Success Profiles, and will assess your Behaviours, Strengths, Experience, and Technical skills.
How To Apply
If you can meet our person requirements above, we are keen to hear from you.
To apply for this post, you must complete the first stage of the application. After submission of the first stage of your application you will be invited to complete an online Customer Service Skills Test.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 5th October 2026. 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 successfully pass the test, you will be invited to complete the final stage of the application. Please note the vacancy closes 23:55 on 5th October 2026. You will need to complete the test and the final stage of the application by this deadline.
If you are successful, you will be invited to complete an online application with the following:
- A Personal Statement (maximum 500 words), please outline your suitability for the role by using your own words, experiences, and examples. Please pay particular attention to the ‘Essential Requirements’ and ‘Person Specification’ outlined in the advert when providing your answer.
Within your Personal Statement you will give examples of when you have demonstrated the ‘Essential requirements’ and ‘Person Specification’.
This might be at work or somewhere else such as:
- Work experience
- Volunteering
- In connection with a hobby
- Learner/school environment
Your Personal Statement must be submitted in Welsh.
Sift - 9th October 2026
Please note these dates are provisional and may be subject to change.
We Will Assess You On:
- Personal Statement.
Interviews - 26th October 2026
Please note these dates are provisional and may be subject to change. These will be confirmed should you be invited to interview.
Interviews are currently taking place Face to Face. We will provide more detail if you are shortlisted for interview.
We will assess you on
- Behaviours
- Strengths
- Technical
- In Tray Exercise
At the interview, the panel can then probe further and ask applicants to provide further specific examples that show how they best demonstrate their skills.
In Tray Exercise
The interview will be followed by an in-tray exercise based on examples of the work you might be expected to carry out in the role. The exercise will include a piece of text that you will be required to translate into Welsh to assess your written translation skills.
Technical
As part of the interview you will be asked a technical question aligned to the Front-Line Help and Advice job family within the Operational Delivery Profession. To find out more on development and progression opportunities within the Operational Delivery Profession, please visit Job Families and Role Clusters - Operational Delivery Profession.
In the application and interview process, your technical ability will be assessed against your Welsh language skills at a Level 4 (speaking, listening, reading, and writing). Please read the Welsh Language Commissioner’s Welsh Language Skills Matrix linked at the bottom of this advert for further details and guidance.
Application Hints and Tips
For more information on Success Profiles,
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