It support Work, Jobs in Pontypool (with Salaries)

Customer Service Helpdesk Operative Apprenticeship
Welsh Revenue Authority —Cardiff
- £27,302 - £29,291 a year
- Full-time
- Hybrid work
- Presentation skills
- Continuous improvement
- Annual leave
- Language training provided
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Customer Service Helpdesk Operative Apprenticeship

Welsh Revenue Authority
Cardiff

Apply Now

Job details

Full-time
£27,302 - £29,291 a year
6 days ago

Benefits

Cycle to work scheme
Annual leave
Company pension
Language training provided
Employee assistance programme
Employee discount
Car scheme

Qualifications

Customer service call handling
Inbound customer enquiry call handling
Presentation skills
Continuous improvement
Customer support
Customer interaction

Full job description

Details

Reference number

475248

Salary

£27,302 - £29,291

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Administrative Assistant

Team Support

Contract type

Permanent

Business area

WRA - Operations

Type of role

Administration / Corporate Support
Contact Centre

Working pattern

Flexible working, Full-time, Job share

Number of jobs available

Location
About the job
Benefits
Things you need to know
Apply and further information

Location

We encourage flexible and hybrid working. Some office attendance will be required based on business needs. This role is based in our Merthyr or Cardiff office.

About the job

Job summary

Were responsible for Land Transaction Tax, Landfill Disposals Tax and the introduction of the Visitor Levy in Wales. Our work raises revenue to support public services, like the NHS and schools, in communities across Wales. But thats not all, we're also involved with and support future tax design for Wales.

Join a place with purpose
Youll join a team of 100+ talented people from across 14 different professions. Our culture is best described as innovative, collaborative and kind. By working together, well deliver a fair tax system for Wales.

Our people
Youll be working with people from a wide range of backgrounds and experience. From Operations, Policy, Digital and Data, HR, Communications to Finance theres a place for you in our friendly team.

Youll be our greatest asset

Youll be joining an inclusive organisation and be part of a team where you can thrive, be rewarded and heard.

Were recognised as one of the top organisations for people engagement in the Civil Service People Survey. Inclusion and fairness are one of our strongest areas, as well as pay and benefits our People Survey results say it all!

Were also recognised for being innovative and a digital, cloud-based organisation that supports hybrid and flexible working enabling a great work-life balance.

More about working for us, our roles and our Corporate Plan 2025 - 2028 .

Job description

In this role, you will be one of the first points of contact for customers of the Welsh Revenue Authority (WRA), including taxpayers and their representatives. You will play an important part in creating a positive customer experience and helping people meet their tax obligations accurately and on time.

As part of our supportive Operations team of more than 30 colleagues, you will contribute to delivering Our Approach a distinctly Welsh way of administering tax that emphasises collaboration, trust, and partnership with taxpayers and their representatives, including solicitors and conveyancers.

You will undertake a variety of customer service and administrative responsibilities, supporting the collection and management of Land Transaction Tax, the Visitor Levy, and the national register of visitor accommodation providers in Wales. Your work will help individuals during significant life events, such as purchasing a home, as well as businesses and organisations in meeting their tax-related responsibilities.

We are seeking an organised and proactive individual who can manage a varied workload while maintaining a high level of accuracy and attention to detail. You will be comfortable working in a structured environment, prioritising tasks effectively, and adapting to changing demands.

Collaboration is central to this role. You will work closely with colleagues across operational teams and be committed to delivering a professional, responsive, and customer-focused service to both internal and external stakeholders. You will take pride in resolving queries efficiently and clearly, ensuring customers feel supported and confident in the service they receive.

As the Welsh Revenue Authority continues to evolve, this role will provide opportunities to develop new skills, broaden your experience, and grow within the organisation.

A comprehensive training programme will be provided, covering all aspects of the role. As this is an apprenticeship opportunity, the programme is designed to equip you with valuable new skills, knowledge, and practical experience in business administration and customer service.

Successful completion of the apprenticeship and Business Administration qualification will provide a pathway to a permanent role within the organisation.

The qualification will be delivered by Coleg y Cymoedd and will support your long-term professional development.

The apprenticeship is expected to last a minimum of 15 months, depending on your existing qualifications. Applicants who do not already hold relevant qualifications may be required to complete the Level 2 Business Administration qualification before progressing to Level 3.

There are two Team Support Apprentice vacancies available. Welsh language skills are not essential for this particular position.

"Our helpdesk colleagues are at the forefront of providing professional, expert and friendly advice to our customers, making vital first impressions as well as building long-term trusted relationships. You will join an interesting, supportive organisation and be proud of being at the heart of our business, collecting and managing our devolved taxes, to fund Welsh public services such as schools and hospitals.

Paul Johnson. Customer Service Helpdesk Operative

Person specification

Provide customers with a professional, friendly, and accurate service, to help them comply with their responsibilities, for example providing help and advice by answering phone calls and responding to emails, drafting letters, redirecting customers to an appropriate colleague for further assistance when required.
Effectively and efficiently identify and understand the needs of the customer and decide, based on guidance, the best course of action to help each customer
Actively seek to provide tailored support for those with specific needs or requiring additional support
Accurately input and update data on the WRAs Tax Management System with information received by the customer; Liaise with the customers where information is missing or incorrect to ensure the correct information is held on the system
Monitor and review cases to ensure that appropriate action has been taken in the allocated time, ensuring the highest standard of accuracy and audit is maintained at all times
Look for opportunities in your own work and that of your wider team to continuously improve our services and processes, identifying and implementing improvements based on customer feedback
Provide support across the organisation when required

Candidate information Session

If this seems like a role youd be interested in, join us for our virtual Candidate Information Sessions. Youll meet the Line Manager, get an overview of the role as well a feeling for what its like to work at the WRA. Well also talk through our benefits and provide helpful tips for your application with us. Please register for one of the sessions below:

Register here for 11th August at 12:30pm:

https://CustomerServiceHelpdeskOperativeApprenticeship.eventbrite.co.uk

Register here for 11th August at 16:00pm:

https://CustomerServiceHelpdeskOperativeApprenticeship.eventbrite.co.uk

Languages

Welsh language requirements - Weve undertaken an objective assessment of the Welsh language skills needed to undertake the duties of this role. For this role:
Welsh language skills - Welsh skills are not essential. This means that you do not need Welsh language skills to undertake this role and these skills wont be assessed during the recruitment process. However, we actively encourage all staff to learn, or improve their Welsh language skills and offer a range of opportunities to suit everyone.

Benefits

Alongside your salary of £27,302, Welsh Revenue Authority contributes £7,909 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

What we offer

31 days annual leave + Bank holidays, and 2 Privilege days
Flexible and hybrid working
Generous employer pension schemes with a contribution of upto 28.97%
Tusker car scheme
Vivup Cycle2Work and advances of salary for season Travel Tickets
Lifestyle Benefits offering discounts on shopping, restaurants and entertainment
Wellbeing hour each week
Access to subsidised sports groups
Generous family-friendly leave policies
Free Welsh language courses and time off to learn
Access to a range of staff diversity networks
Free counselling and support service via our Vivup Employee Assistance Programme and Your Care Health platform
A thriving culture thats described as innovative, collaborative and kind.

Things you need to know

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 for more information on appropriate and inappropriate use.

Selection process details

Well always be clear about how we assess your application, at each stage of the process. This will usually include:

Your application will be assessed based on your completed application form and a personal statement of no more than 500 words. The personal statement should demonstrate how your skills and experience align with the role, why you believe the position is a good fit for you, and your motivation for working for the WRA.
Candidates who progress beyond the sift will be invited to attend a face-to-face interview. At this stage, you will be assessed against the Team Player, Service Focused and Problem Solver strengths.

Were proud to be a Disability Confident Leader so well ask you if you need any adjustments at each stage of the recruitment process. So that we can support you in a way that works for you, well offer a pre-interview accessibility chat to anyone that declares a disability or needs any adjustments. This will take place with someone who is independent of the recruitment process and you wont be placed at any disadvantage as a result of needing adjustments.

A reserve list may be held for this role for applicants that have scored above the appointable threshold at interview. This means that if a similar vacancy becomes available in the next 12 months we may contact you to offer you the role.

We recommend you review the job description (or candidate pack) under the 'attachments' section before completing your application.

Success criteria

Personal Statement

Criteria

Assessed in personal statement and CV

Demonstrate how your skills and experience align with the role, why you believe the position is a good fit for you, and your motivation for working for the WRA. No more than 500 words

Yes

Strengths

Criteria

Assessed during interview or assessment

Team player

You work well as part of a team and actively contribute to ensuring the team functions cohesively and successfully.

Yes

Service focussed

You prioritise serving customers by keeping their needs at the heart of all your actions and decisions

Yes

Problem solver

You adopt a positive and proactive approach to challenges and identify suitable solutions.

Yes

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This 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)
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

Working for the Civil Service

The Civil Service Code 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 .

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 Inclusion

The 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 and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

Name : WRA Recruitment
Email : [email protected]
Telephone : 03000254000

Recruitment team

Email : [email protected]

Further information

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition. See the Civil Service Commission's recruitment principles where this is set out.
If you feel your application has not been treated in line with the recruitment principles, and you wish to complain, you should contact the Head of HR.
Email: [email protected]
If youre not satisfied with our response, you can contact the Civil Service Commission.

Apply Now

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Details

Reference number

Salary

Job grade

Contract type

Business area

Type of role

Working pattern

Number of jobs available

Contents

Location

About the job

Job summary

Job description

Person specification

Languages

Benefits

Things you need to know

Artificial intelligence

Selection process details

Success criteria

Personal Statement

Strengths

Security

Nationality requirements

Working for the Civil Service

Diversity and Inclusion

Apply and further information

Contact point for applicants

Job contact :

Recruitment team

Further information