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 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
