HM Revenue & Customs
Service Centre Administrator
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Swansea - Sandringham Park
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.
Visit our YouTube channel to watch the full series and come and discover your potential.
Reporting to our dedicated Service Centre Team Leader, you would be based in Unity Business Services, DfT Operations Centre in Swansea. If you enjoy helping people and are driven by quality customer service, this role is for you. You will need a degree of initiative, be able to ask questions, navigate information screens, and work well as part of a team. A full training program will equip you with the skills to deal optimally with all enquiries.
Job Description
- Respond to customer queries providing accurate and timely resolutions.
- Escalate complex issues appropriately and support first-line problem resolution.
- Use IT systems (including MS Office and call handling tools) to manage workload effectively.
- Maintain accurate records within service management systems.
- Process, scan, index and securely store documentation in line with procedures.
- Receive and distribute mail, liaising with courier services as required.
- Contribute to team performance targets and continuous improvement.
- Participate in team-based culture which identifies, communicates and addresses customers' needs and contributes to cross-team activities.
The Service Centre is open 8am - 5pm Monday to Friday (rota basis).
Further Information
This role is for up to 12 months to cover maternity leave.
Person specification
- Keen to learn and hardworking, with a strong dedication to providing outstanding service to our customers.
- Strong ability to work confidently as part of a team.
- Demonstrates a strong commitment to following processes and procedures, while maintaining a flexible approach and proactive demeanour toward expanding work-related skills and knowledge.
- Ability to remain positive and calm even during busy periods.
- Contributing constructive ideas in processes and procedures that will enhance the service.
- Confident using IT systems, including Microsoft Office.
- A positive, and flexible approach with a strong focus on customer services.
Desirable Criteria
- Experience with document management or call handling systems.
- Knowledge of systems such as SAP, ABW, Kofax or Proactis.
- Understanding of Finance, HR or Shared Services processes.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Working Together
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
Alongside your salary of £27,774, HM Revenue and Customs contributes £8,046 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
- 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 (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
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 with a brief summary of what you delivered and any key achievements in each role (max 100 words per role).
- A 500-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Person Specification outlined in the advert.
- A Separate 250-word statement addressing the specified Behaviour of Managing a Quality Service (Lead Behaviour)
Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your Personal Statement.
At full sift your behaviour statement, your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview.
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, your Experience will be assessed, and you will be asked Behaviour-based questions to explore in detail what you are capable of.
Interviews will take place Face to Face in Swansea. Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & 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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
This role is not eligible for ‘skilled worker’ sponsorship.
The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £41,700. In some cases, the minimum can be reduced to £34,400 (via ‘tradable points’) but this role pays below both amounts and therefore is not eligible.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.
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.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
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. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Technical Support
If you are experiencing
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location