Business Help Desk Agent - Birmingham

Business Help Desk Agent - BirminghamAbout the jobJob summaryDiscover 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 passionate about providing great customer service in a dynamic, data-driven environment?
Do you thrive on solving complex problems and improving processes?
If so, continue reading to find out more about this fantastic opportunity to join HMRC's Risk and Intelligence Service as a Business Help Desk Agent.Job descriptionRisk and Intelligence Services (RIS) Analysis supports the delivery of HMRCs risk and compliance activities.
RIS Analysis Compliance Risk Engineering Solutions Team (CREST) sits at the heart of RIS Analysis.
It's an exciting time to join RIS Analysis CREST as a Business Help Desk Agent.
We play a vital role in supporting the Investigation & Detection Risking Service (IDRS) which risks Value Added Tax (VAT) and Self-Assessment (SA) Repayments and changes to VAT Registrations.
We are also building up our analytical environment from its initial delivery called the Analysis, Insight and Risking Environment (AIRE).
In this role, we will provide you with the opportunity to hit the ground running with an established team supporting the live service across RIS and Chief Digital Information Office (CDIO).
It will be your role to interact with customers with issues, triaging them, attempting to apply first time fixes or escalating to relevant support team members.
You will be dealing with service requests and delivering those to the customer.
You'll handle change requests and communicating these with support team members so they can prioritise and deliver these accordingly.
This is a key role in enhancing our interaction with customers and growing our service function as we enhance our risking and analytical capabilities as well as shifting functions from support team members into the Help Desk from IDRS.
You will be working closely with key roles across the support team including the CREST and CDIO Helpdesks, Service Managers, and the wider support team to achieve our service vision.
Person specificationThe Business Help Desk Agent will be the first point of contact with our vast customers within IDRS and AIRE.
You will;Triage, monitor and action requests through our ServiceNow portal.
Attempt to resolve these at first point of contact or to the service level agreement.
Escalate issues that cannot be resolved to the relevant Resolver group.
Identify ways of improving the processes to create a more efficient service.
Share best practices with wider team by maintaining knowledge articles and standard working instructions.
Work with key stakeholders to discuss any changes in the reporting processes.Issue and contribute to clear communications to users when required.
Provide monthly reports for assurance checks, and ad-hoc reports by request.
Become conversant with the processes user to support client service skills.
Develop an understanding of the organisations IT/information systems and business objectives.
Become familiar with concepts and practices to implement effective IT solutions.
Essential criteria Experience in dealing with a diverse range of customers in a customer service or an IT Service Delivery role.
Ability to provide a quality service to users and stakeholders.
Ability to build strong working relationships.
Ability to communicate widely to a diverse community, demonstrating good oral and written communication skills and empathising with the end-user when required, focusing on their needs to achieve a satisfying outcome.
Be comfortable working in a fast-paced environment.
Good problem-solving skills, by making evidence-based decisions and prioritise solutions effectively.
Important candidate informationSC level security clearance is required - the successful candidate can apply for this when they join but appointment is conditional on obtaining this.
Candidates will need to meet the minimum UK residency period as determined by the level of security vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application.
If you do not have a minimum of 5 years consecutive residency in the UK, then your application will be rejected.
This role is not eligible for sponsorship.
BehavioursWe'll assess you against these behaviours during the selection process: Managing a Quality Service Changing and Improving Making Effective Decisions BenefitsAlongside your salary of £29,475, HM Revenue and Customs contributes £8,538 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, 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 ServiceThings you need to knowSelection process detailsThis vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.How to ApplyAs part of the application process, you will be asked to provide the following:A name-blind CV including your job history and previous experiences.
We recommend that your CV includes up to your last 5 roles of employment history.
Give a summary of what you have delivered and any key achievements in each role.
Please include information like job titles, employers, responsibilities, and dates of employment.
Your CV will be scored against the experience required outlined in the advert.A 500-word personal statement.
Your personal statement should evidence and show examples of how you meet the essential criteria and explain why you are suitable for this role, why you are interested in applying and what you can bring to this role.
We recommend using the STAR Model (Situation, Task, Action, Result) in your Personal Statement Further details around what this will entail are listed on the application form.SiftIn the event of a large number of applications being received, an initial sift may be held on the personal statement.At full sift your CV, 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.InterviewDuring the panel interview, Behaviour questions will be asked.
Behaviours to be assessed:-Managing a Quality Service Changing & ImprovingMaking Effective DecisionsInterviews will take place via video link.
Sift and interview dates to be confirmed.EligibilityPlease take extra care to tick the correct boxes in the eligibility sections of your application form.
We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you.
If you do make a mistake with your eligibility form, 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)'.To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.Reserve ListA 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 CheckApplications 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.Reasonable AdjustmentsWe 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 ****** 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.Additional Security InformationPlease note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy.
You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application.
If you have any questions about this residency requirement, please speak to the vacancy holder for this post.Important information for existing HMRC contractual homeworkersThis role may be suitable for existing HMRC employees who are contractual homeworkers.
Occasional attendance to the office will be required where there is a business need.
Please consider the advertised office locations for this role when applying and only select locations from the 'location preferences' section that you can travel to.Terms and ConditionsCustomer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required.
Where this is an essential requirement, this will be tested as part of the selection process.HMRC has a presence in every region of the UK.
For more information on where you might be working, review this information on our locations.The Civil Service values honesty and integrity and expects all candidates to abide by these principles.
The evidence you provide in your application must relate to your own experiences.Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.Questions relating to an individual application must be emailed as detailed later in this advert.Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD).
This check will provide information about employees who have been dismissed for fraud or dishonesty offences.
This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued.
Any applicant's details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.New entrants will join on the minimum of the pay band.If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.Feedback will only be provided if you attend an interview or assessment.SecuritySuccessful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed.
The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirementsThis job is broadly open to the following groups: 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 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil ServiceThe Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities.
As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.Diversity and InclusionThe Civil Service is committed to attract, retain and invest in talent wherever it is found.
To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).