Helpdesk manager Work, Jobs in Crumlin, Cay (with Salaries)

Helpdesk Manager (Welsh essential post)
Welsh Revenue Authority —Cardiff
- £30,754 - £34,997 a year
- Full-time
- Hybrid work
- Presentation skills
- Training & development
- Leadership
- Annual leave
- Language training provided
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Helpdesk Manager (Welsh essential post)

Welsh Revenue Authority
Cardiff

Apply Now

Job details

Permanent | Full-time
£30,754 - £34,997 a year
7 days ago

Benefits

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

Qualifications

Presentation skills
Customer support
Customer interaction
Training & development
Leadership
Rota coordination
Welsh

Full job description

Details

Reference number

477534

Salary

£30,754 - £34,997

A Civil Service Pension with an employer contribution of 28.97%

GBP

Job grade

Executive Officer

Contract type

Permanent

Business area

WRA - Operations

Type of role

Operational Delivery

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

At the Welsh Revenue Authority (WRA), were responsible for Land Transaction Tax (LTT) and Landfill Disposals Tax (LDT). Well also be responsible for the collection and management of the Visitor Levy (VL), and for operating the national register of visitors accommodation providers in Wales. Our work raises revenue to support public services, like the NHS and schools in communities across 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

Welsh Essential post

As a Helpdesk Manager within the WRAs Operations function, you will lead the frontline team that acts as the public face of the WRA. You will provide leadership, guidance and support to a team of bilingual customer service specialists, enabling their day-to-day performance and ongoing development.

The post holder will report to the Operations Manager and will have line management responsibility for a Helpdesk team. They will also work closely with the other Helpdesk Manager to maintain a consistent approach and high standards across the whole of the Helpdesk teams.

The Helpdesk Manager will coordinate the day-to-day operation of the Helpdesk and support the Operations Manager in delivering an effective and high-quality customer experience.

To be successful in this role, the post holder will be confident in explaining how decisions have been reached within our processes, while delivering excellent and timely customer service to both internal and external customers. Youll need to be confident in dealing with people, keen to learn and have a positive, can-do attitude. Previous line management experience is not essential for this role; however, leadership experience is desirable.

The successful applicant will be required to undertake Institute of Line Management (ILM) training as part of their development in the role.

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

Main tasks

Provide visible and effective leadership to the Helpdesk team.
Manage the day-to-day operation of the front-facing Helpdesk team by coordinating workloads and activities, and allocating tasks as required.
Work closely with the other Helpdesk Manager to promote a harmonious working environment and maintain a consistent approach across both Helpdesk teams.
Work in partnership with taxpayers and their agents to support Our Approach, helping to ensure a fair, efficient and straightforward process for paying the right tax at the right time.
Provide training and coaching to team members on relevant processes and procedures.
Address day-to-day issues effectively as they arise.
Manage staff rotas, leave and availability to ensure appropriate cover across communication channels, and provide frontline support during periods of peak customer demand.
Identify opportunities and undertake appropriate engagement activity to highlight potential errors and risks in tax returns, supporting taxpayers to pay the right tax at the right time.
Undertake quality assurance activity to promote consistency of approach across the team.
Identify and escalate potential opportunities to improve processes or procedures to the Operations Manager.
Work collaboratively with teams across Operations and the wider WRA to support the effective delivery of Helpdesk services.
Support the Service operations Manager in resolving customer complaints and grumbles.
Act as a role model for the team and for colleagues across the wider organisation.

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 27th August at 12:30pm:https://RheolwryDdesgGymorthHelpdeskManager.eventbrite.co.uk

Register here for 27th August at 16:00pm:https://RheolwryDdesgGymorthHelpdeskManager4pm.eventbrite.co.uk

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

Languages

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 language skills are essential. This means that you will need to demonstrate your Welsh language skills at the levels detailed below. These skills will be assessed during the recruitment process and well explain clearly how these skills will be assessed.

Welsh language skills levels

Reading Level 4 - Description - Can read most work-related material
Speaking Level 4 - Description - Can converse in most work-related conversations
Understanding Level 4 - Description - Can understand most work-related conversations
Writing Level 4 - Description - Can prepare most written work in Welsh

Benefits

Alongside your salary of £30,754, Welsh Revenue Authority contributes £8,909 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 up to 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:

Assessment of your Application Form and CV against the relevant Success Criteria
A panel interview (if youre successful at the initial sift stage) Interviews will take place in person.
If any additional assessments are needed for this role, such as a test or presentation at interview, well let you know in advance.
Should a large number of applications be received, an initial sift will be conducted using the lead behaviour, Managing a Quality Service.

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.

Success criteria

Behaviours

Criteria

Assessed in personal statement and CV

Assessed during interview or assessment

Managing a quality service

Keep colleagues and stakeholders fully informed of plans, possibilities and progress. Identify common problems that affect service, report them and find possible solutions.

Yes

Making Effective decisions

Take responsibility for making effective and fair decisions, in a timely manner. Analyse and research further information to support decisions. Talk to relevant people to get advice and information when unsure how to proceed.

Yes

Changing and Improving

Regularly review own and teams work and take the initiative to suggest ideas to make improvements. Take a positive, open approach to the possibility of change and encourage others to do the same. Help others to understand changes and the reasons they are being put in place.

Yes

Strengths

Criteria

Assessed in personal statement and CV

Assessed during interview or assessment

Team Leader

You are confident to lead a team. You effectively manage team dynamics toward a shared goal. You consider everyones individual needs and create a genuine team spirit.

Yes

Problem solver

You take a positive approach to tackling problems and find ways to identify suitable solutions

Yes

Experience

Criteria

Assessed in personal statement and CV

Assessed during interview or assessment

Demonstratable customer service and leadership experience.

Yes

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

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 Team
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

Behaviours

Strengths

Experience

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