HM Revenue & Customs
Surge and Rapid Response Team - Administrative Officer
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Salford - Trinity Bridge House
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.
Are you adaptable, quick-thinking, and great at assisting customers?
If this sounds like you, then you could be just the person we’re looking for to join our Surge and Rapid Response Team (SRRT).
SRRT is looking for enthusiastic individuals to join our unique and innovative team in supporting government departments across the Civil Service.
The Surge and Rapid Response Team (SRRT) work across government departments to provide operational support for planned peaks in demand, unplanned demand and provides a crisis response for unforeseen events.
Some of SRRTs’ biggest customers include the Home Office, Cabinet Office and Department for Work and Pensions, however regular provision is provided to smaller parts of the Civil Service including the National Crime Agency and Animal, Plant and Health Agency.
We pride ourselves on delivering excellent customer service to everyone we support. We are a hugely adaptable and flexible team who can deploy our people where and when they are needed the most, frequently at short notice. This means sometimes staying and working away from home, across the UK and sometimes abroad, including overnight stays.
The Surge and Rapid Response Teams are based out of HM Revenue and Customs, and 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 in SRRT, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
Job Description
In this frontline customer service role, you'll be handling inbound and outbound calls, assisting customers, and providing vital administrative support where it’s needed most.
You will also have the opportunity to enroll onto our Level 3 Apprenticeship Programme, which is a fantastic way to earn whilst you learn and gain a formal qualification as part of your day-to-day role.
Need for Flexibility – Must be able to travel nationally or abroad, sometimes at short notice, including overnight stays. (The Surge and Rapid Response Team will pay for all travel and accommodation associated with work-related activity). Flexibility is a contractual requirement for this role.
Before applying for this role, please consider if the following requirements are suitable to your personal circumstances as they are a contractual requirement for this role.
What You’ll Be Doing
- Answering inbound calls and making outbound calls to assist customers.
- Managing casework and data processing using various IT systems.
- Occasionally engaging with customers face-to-face when required.
- Adapting to urgent tasks, which may involve traveling at short notice.
- Communicating effectively and working independently in a dynamic environment.
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Kick-start your career with full training and support, no previous experience is required. All we ask is that you bring your enthusiasm, a helpful attitude, and a willingness to learn. From day one, you’ll be part of a friendly and supportive team that’s invested in helping you grow and reach your full potential.
You can find out more about what it’s like working in Surge and Rapid Response Team on the Civil Service Careers website HMRC – The Surge and Rapid Response Team, Civil Service Careers
Operational Delivery Profession
You are applying for an Operational Delivery Profession (ODP) role. Please tell us about any ODP experience or qualifications you have. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same score at interview.
Working Patterns
As a flexible employer, we will consider part-time requests and will agree requests where possible, considering our operational and customer service needs. Part-time is a minimum of 22 hours 12 minutes per week. Pay and annual leave will be pro-rata, if we can agree your request.
You will be required to complete your induction and any deployment training on a full-time basis.
Question & Answer Session
We will be hosting a virtual event where you can find out more about the application process and what it is like to work in SRRT.
This will take place on Tuesday 8th September at 2:00pm.
Please visit SRRT - Administrative Officer - Q&A Session - Tues 8th September 2pm - 3pm to book your place.
Questions relating to an individual application must be emailed as detailed later in this advert.
Apprenticeship
As a Surge and Rapid Response - Administrative Officer, if you select to complete an apprenticeship, there is an expectation you will progress this in accordance with the completion date determined by the Apprenticeship Programme and achieve a pass or above at End Point Assessment.
Withdrawal from the programme would only be considered in exceptional circumstances and HMRC reserve the right to manage your performance and conduct on your apprenticeship, in line with HMRC internal policies.
Any training requirement and your probation period will run concurrently. If you do not successfully complete your probation period required as a condition of your role, your employment with HMRC may be terminated.
Office Closures
If your location preference is for the following site, it’s important to note that this is not a long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
For more information on where you might be working, review this information on our locations (opens in a new window)
This Site Is
Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford
You will be given more information about what this means at the job offer stage.
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Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
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 (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.
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.
How To Apply
After submission of the first stage of your application, you will be invited to complete a Civil Service Judgement 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) and ensure you allow sufficient time to complete and submit the final stage of your application after submitting your online test.
The deadline for both the test and the application is 23:55 on 14/09/2026.
As part of the application process, you will be asked to provide the following:
- A 250-word statement addressing the following Behaviour - Managing a Quality Service.
- Please evidence any ODP experience or qualifications you have (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
At sift your Behaviour statement on Managing a Quality Service 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.
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