Helpdesk Manager (Welsh essential post)
Cardiff
New Jobs
Permanent
£30,754 - £34,997 a year
- Manage the Helpdesk team, ensuring effective service delivery for Land Transaction Tax and other public revenue services while supporting the wider goals of the Welsh Revenue Authority.
- The ideal candidate will possess extensive experience in customer service management, strong Welsh language skills, and exceptional leadership abilities.
- Offering flexible working in Cardiff or Merthyr, a Civil Service Pension with an employer contribution of 28.97%, and a salary range of £30,754 - £34,997.
Details
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Contents
- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
Location
About the job
Job summary
At the Welsh Revenue Authority (WRA), we?re responsible for Land Transaction Tax (LTT) and Landfill Disposals Tax (LDT). We?ll 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
You?ll 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, we?ll deliver a fair tax system for Wales.
Our people
You?ll be working with people from a wide range of backgrounds and experience. From Operations, Policy, Digital and Data, HR, Communications to Finance ? there?s a place for you in our friendly team.
You?ll be our greatest asset
You?ll be joining an inclusive organisation and be part of a team where you can thrive, be rewarded and heard.
We?re 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!
We?re 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 WRA?s 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. You?ll 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 you?d be interested in, join us for our virtual Candidate Information Sessions. You?ll meet the Line Manager, get an overview of the role as well a feeling for what it?s like to work at the WRA. We?ll 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
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 we?ll 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
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 that?s described as innovative, collaborative and kind.
Things you need to know
Artificial intelligence
Selection process details
We?ll 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 you?re 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, we?ll 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.
We?re proud to be a Disability Confident Leader so we?ll 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, we?ll 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 won?t 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
No
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
Yes
Changing and Improving
Regularly review own and team?s 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.
No
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 everyone?s individual needs and create a genuine team spirit.
No
Yes
Problem solver
You take a positive approach to tackling problems and find ways to identify suitable solutions
No
Yes
Experience
Criteria
Assessed in personal statement and CV
Assessed during interview or assessment
Demonstratable customer service and leadership experience.
Yes
No
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
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
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : WRA Recruitment Team
- Email : Recruitment@wra.gov.wales
- Telephone : 03000254000
Recruitment team
- Email : Recruitment@wra.gov.wales
Further information
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: hr@wra.gov.wales
If you?re not satisfied with our response, you can contact the Civil Service Commission.
Cardiff
New Jobs
Permanent
£30,754 - £34,997 a year