Junior Customer Success Manager - Leeds Regional Centre - Wellington Place
2 days ago
Leeds
About the job 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. HMRC is transforming the UK's tax system through cutting-edge digital innovation and the Chief Digital and Information Officer (CDIO) Group is at the heart of that mission. We are building high-quality digital services that will enhance the customer experience, enable real-time interactions, and make tax simpler and more intuitive for everyone. By equipping our colleagues with modern tools and technologies, we are also reshaping how we work - allowing HMRC to focus its resources where they can deliver the greatest impact. The Chief Engineering and Platform Office (CEPO) is leading the transformation of HMRC's technology landscape - simplifying systems and modernising IT delivery across the organisation. Our aim is to reduce complexity by consolidating applications and increasing the use of scalable, service-based solutions from trusted commercial partners. CEPO sets the strategic direction for platform provision, ensuring HMRC's business groups, products, and services are supported by robust, future-ready infrastructure. We lead governance, oversee platform management, and ensure every live service meets the highest standards - enabling secure, efficient, and user-focused digital experiences. Modern Workplace Platform is a key interface between Chief Digital Information Office (CDIO) and the wider HMRC estate. We innovate, design and build IT services and ensure they are implemented across HMRC at the right time and that they are monitored effectively. We enable/support customers to utilise tools which contributes to HMRC achieving the ambition to become one of the most digitally advanced tax administrations in the world. We resolve issues (detected and reported) and strive to maintain our high standard of customer service. Our focus is on ensuring consistent and excellent employee experience, putting our customers 'at the heart of everything we do. Job description The Roles and Access Team are responsible for the management and governance of identities, IT access provisioning and running the service catalogue. As an Analyst you will receive direction from Senior Analysts and Managers through task-based delivery scheduling. The role includes reviewing and answering all staff queries and participating in team and systems reviews. The Analysts are the first point of contact and must maintain a consistently high customer service. Person specification Responsibilities • Act as a first point of contact for our team mailbox queries and incidents, answering those within remit and advancing complex work., • Investigate business as usual needs/problems and assist in recommendations of service improvement and business solutions., • Manage change requests and maintain accurate audit records., • Collate team performance data & statistics for presentations at the Senior Leader Team Hub., • Undertake monthly reviews and report on identities, user profiles, permissions and adhere to service catalogue governance to meet audit requirements., • Attend face to face meetings to discuss project requirement and ability to raise issues should they arise and comes into play when we return to the office. • Awareness or understanding of user experience analysis and its principles., • Good interpersonal skills confidence dealing with a large range of user queries., • Ability to manage own time and show initiative., • Ability to respond and adapt accordingly to changes in customer/user services., • Awareness of Microsoft Office 365 tools., • Demonstrate working examples of Office Suite., • ITIL foundation certificate or be willing to work towards this. • Working Together, • Making Effective Decisions, • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary., • Family friendly policies., • Personal support., • A name-blind CV including your job history and key achievements from your career which reflects the requirements of the role outlined above. Provide specific instances from your career detailing successes where you can., • Working Together, • Making Effective Decisions, • 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