Surge and Rapid Response – Administrative Officer | Civil Service

Location: Edinburgh

Contract: Apprenticeship

Closing Date: 04/11/2024

A successful candidate will be enrolled onto a Level 3 Apprenticeship programme – I am led to believe this is the equivalent of Scottish Highers

The apprenticeship will take around 16 months to complete.

Any applicant will need to hold GCSE Grade 4 (formerly a ‘C’) or equivalent in English and Maths – I am led to believe this is broadly equivalent to a Nat5 . However, if an individual does not hold this level of qualification, they can complete a Functional Skills Level 2 qualification in both subjects as part of the apprenticeship.

Main Duties

The Surge and Rapid Response Team (SRRT) are an innovative and unique team. The team is based in HMRC, but they also support other Government departments during peak periods, and they are also able to support when there are unexpected crises. This is a frontline, operational team who carry out various roles across the Civil Service.

The SRRT deliver excellent customer service, are adaptable and flexible deploying staff where and when they are needed, often at short notice. This can include working and staying in other parts of the UK and occasionally abroad.

Tasks and responsibilities may include:

  • inbound and outbound phone calls with customers.
  • case work and data processing, using a variety of IT systems.
  • face to face engagement with the public, such as passport control.
  • responding quickly to priority work requiring training or travelling at short notice.
  • excellent communication skills, with the ability to work with minimum supervision within a dynamic environment.

Person Specification

No experience is necessary as successful applicants will be fully trained, but we are looking for individuals who are enthusiastic, helpful and have a willingness to learn.

However, due to the requirements for this role, any applicant will need to be flexible and be able to travel (including abroad), potentially with little advance notice. It should be noted, flexibility and ability to travel are deemed as being essential to this role.

Selection Process

The vacancy will use Success profiles and will assess a candidate’s Behaviours, Strengths, Experience.

Applicants will need to complete the following:

  1. A short application form. Once the first stage of the application has been submitted, candidates will be invited to,
  1. Complete the Civil Service Customer Service Test – mock tests can be carried out prior to taking this test. This will allow applicants to get used to the type and wording of questions, however, it will not provide them with a result; they won’t know if they have answered ‘correctly’ or not. If the candidate passes the test, they will be invited to complete the final stage of the application.

N.B If a candidate successfully passes the Civil Service Customer Service Test, their score will be banked for 6 months.

  1. A name-blind CV which includes job history and previous experiences
  2. Video interview – if a candidate is invited to interview, this will be a recorded video interview. The candidate will be asked a question/(s) on screen, and they will record their response/(s) to this.

If a candidate is invited to an interview, they will be asked questions based on the behaviours listed below to explore in detail what they are capable of, and they will be asked strength-based questions to also explore what they enjoy and their motivations relevant to the job role.

LEARN MORE AND APPLY TODAY: https://www.civilservicejobs.service.gov.uk/csr/jobs.cgi?jcode=1926584