Surge and Rapid Response Team - Administrative Officer - Salford - Trinity Bridge House
2 days ago
Salford
Surge and Rapid Response Team - Administrative Officer - Salford - Trinity Bridge House About the job \n Job summary \n \nDiscover 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.\n \nVisit our YouTube channel to watch the full series and come and discover your potential.\n \nAre you adaptable, quick-thinking, and great at assisting customers? \n \nIf this sounds like you, then you could be just the person we‘re looking for to join our Surge and Rapid Response Team (SRRT). \n \nSRRT is looking for enthusiastic individuals to join our unique and innovative team in supporting government departments across the Civil Service. \n \nThe 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.\n \nSome 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.\n \nWe 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.\n \nThe 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.\n \nWe 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.\n \nDiverse 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.\n Job description \n \nIn 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.\n \nYou will also have the opportunity to enrol 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.\n 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.\n \nBefore 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.\n Person specification \n \nWhat you‘ll be doing: \n \n\n • Answering inbound calls and making outbound calls to assist customers.\n, • Managing casework and data processing using various IT systems.\n, • Occasionally engaging with customers face-to-face when required.\n, • Adapting to urgent tasks, which may involve traveling at short notice.\n, • Communicating effectively and working independently in a dynamic environment.\n\n \nKick-start your career with full training and support, no previous experience is required. All we ask if 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.\n \nYou 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\n Operational Delivery Profession \n \nYou 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.\n Working Patterns \n \nAs 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.\n \nYou will be required to complete your induction and any deployment training on a full-time basis.\n Question & Answer Session \n \nWe 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.\n \nThis will take place on Tuesday 8th September at 2:00pm.\n Please visit Surge and Rapid Response Team Recruitment Campaign Q&A to book your place SRRT - Administrative Officer - Q&A Session - Tues 8th September 2pm - 3pm \n \nQuestions relating to an individual application must be emailed as detailed later in this advert.\n Apprenticeship \n \nAs 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. \n \nWithdrawal 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. \n \nAny 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.\n Office Closures \n \nIf your location preference is for the following site, it‘s important to note that this is not 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.\n \nFor more information on where you might be working, review this information on our locations (opens in a new window)\n \nThis site is:\n \n\n • Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford\n\n \nYou will be given more information about what this means at the job offer stage.\n Behaviours \n \nWe‘ll assess you against these behaviours during the selection process:\n \n\n • Managing a Quality Service\n, • Delivering at Pace\n\n \nWe only ask for evidence of these behaviours on your application form:\n \n\n • Managing a Quality Service\n\n Benefits \n \nAlongside 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).\n \nHMRC 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.\n \nWe 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.\n \n\n • Pension - We make contributions to our colleagues‘ Alpha pension equal to at least 28.97% of their salary.\n, • Family friendly policies.\n, • Personal support.\n, • Coaching and development.\n\n \nTo 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\n Things you need to know \n Artificial intelligence \n \nArtificial 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.\n Selection process details \n \nThis vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.\n How to Apply \n \nAfter 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. \n \nPlease 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. \n \nThe deadline for both the test and the application is 23:55 on 14/09/2026. \n \nAs part of the application process, you will be asked to provide the following:\n \n\n • A 250-word statement addressing the following Behaviour - Managing a Quality Service.\n\n \nPlease 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.\n \nFurther details around what this will entail are listed on the application form.\n Sift \n \nAt sift your Behaviour statement on Managing a Quality Service will be assessed, with the successful candidates being invited to interview.\n \nWe may also raise the score required at any stage of the process if we receive a high number of applications.\n Interview \n \nDuring the panel interview, you will be asked Behaviour-based questions on Managing a Quality Service and Delivering at Pace to explore in detail what you are capable of.\n \nInterviews will take place virtually via video link.\n \nSift and interview dates to be confirmed.\n \nPlease note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.\n Online Tests - Banked Scores \n \nWhen an applicant has a banked score they are not asked to retake the same test, providing it is:\n \n\n • set at the same job level, and\n, • within the same system.\n\n \nScores will be banked for six months, or until a new score benchmark is applied, whichever is sooner. This means that if a candidate applies for another vacancy at this grade they may not have to retake the test within that time, and their previous score will be used for the new vacancy.\n Eligibility \n \nPlease 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: - Use the subject line to insert appropriate wording for example - ‘Please re-open my application - (insert vacancy ref) & vacancy closing date (insert date)‘. \n \nTo check that you are eligible to apply for this role, please review the eligibility information before submitting your application.\n Sponsorship \n \nWe have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.\n The HMRC app can help you with your application \n \nThe HMRC app can provide you with your past 5 years‘ employment history, making the process of filling in your application quicker and easier.\n \nIf successful in your application, you will need your National Insurance number for the onboarding process.\n \nDownload the HMRC app now and save your National Insurance number to your digital phone wallet.\n How to download the HMRC app and sign up for an account \n \nDownload the free HMRC app from the App Store or Google Play store. \n \nIf 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.\n \nYou‘ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.\n \nYou can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.\n Reserve List \n \nA 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.\n Merit List \n \nAfter interview, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order.\n Criminal Record Check \n \nApplications 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.\n Hybrid working at HMRC \n \nHMRC 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). \n Reasonable Adjustments \n \nW