SRRT EO Front Line Manager
HM Revenue and Customs
Apply before 11:55 pm on Thursday 21st November 2024
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About the job
Job summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
Surge and Rapid Response Team
The Surge & Rapid Response Team (SRRT) was created following a challenge from the Cabinet Office to find innovative ways to improve operational resilience across all government departments. SRRT helps departments to successfully manage predictable peaks in demand for services and respond to unexpected crises across the Civil Service.
SRRT sits within HMRC, but our work extends across all government departments, including but not limited to, Home Office, Department for Work and Pensions, Foreign. Commonwealth and Development Office and many more.
In SRRT we pride ourselves on delivering exemplary customer service to all government departments we support. We are an adaptable, skilled and flexible team who can deploy our staff where and when they are needed the most, often at short notice. This would mean, at times working away from your home location to anywhere in the UK and in some circumstances deployed internationally to support departments abroad. This could include overnight stays.
Diverse perspectives and experiences are critical to our continuing success and we welcome applications from candidates with the experience, skills and who can commit to the flexibility requirements needed to perform this role.
We now have EO vacancies across multiple SRRT locations.
We are offering the successful candidates an exciting opportunity to help shape the future of operations in the Civil Service, by joining an innovating team working across central government departments and agencies, in a pioneering, challenging, fast paced and hugely rewarding role.
Accountability
As a Surge and Rapid Response Team Leader, you will report to the Higher Operations Leader to deliver operational performance across your area. This is a high-profile role with daily exposure to senior leaders across the Civil Service.
Job description
Your responsibilities will include:
• Leading a team of approximately 12 graduates and apprentices, with responsibility for health and safety, equality and diversity, wellbeing and performance.
• Provide support to your team, guiding them through their apprenticeship journey and deployments, managing and monitoring probation, attendance, performance and conduct in line with HMRC policy and procedure.
• Supporting your manager in the delivery of staff placements to other government departments.
• Work with colleagues to identify resource for work items, assure quality, fairness and progress against plans.
• Ensuring risks and issues are identified and remedial action is taken.
• Promote and foster a continuous improvement ethos throughout the team.
• Maintain a culture that is committed to equal opportunities and challenge any behaviours that do not adhere to Civil Service standards.
This job will provide opportunities to work with a range of Government departments in different locations across the UK and abroad, including overnight stays. When working away from your home base your travel and accommodation will be paid for.
We operate a 5 out of 7 working pattern. This means you will be expected to work five out of seven days, covering various working patterns, usually 37 hours per week.
We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
With this in mind, please only continue with your application if you are able to commit to this type of work pattern.
We will provide you with extensive development opportunities and skills that will assist in a successful career path through the Civil Service.
You can find out more about what it’s like working in Surge and Rapid Response Team on the Civil Service Careers website.
Watch these videos to see how our teamwork:
A day in the life of Surge and Rapid Response Team - Katy's story
A day in the life of Surge and Rapid Response Team - Brian's story
A day in the life of Surge and Rapid Response Team - Rachel, Winnie and Touhid’s stories
Person specification
You will need to be able to demonstrate the following skills and qualities:
• Highly motivated and able to work and manage with minimum supervision.
• A positive attitude with the ability to solve problems.
• Ability to work in a fast-paced environment, with the flexibility to move quickly between tasks.
• Excellent communicator and leader with a high standard of customer service skills.
Essential Criteria
We are looking for staff who will uphold the Civil Service values and standards of behaviour and who:
• Are able to travel nationally or abroad, sometimes at short notice, including overnight stays. (The Surge and Rapid Response Team will pay for all travel and accommodation associated with work related activity).
Behaviours
We'll assess you against these behaviours during the selection process:
- Leadership
- Making Effective Decisions
Benefits
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
- Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service
Things you need to know
Selection process details
How to Apply
As part of the application process, you will be asked to provide the following:
- A name-blind CV with details of your job history and experiences, which should cover up to a maximum of your last 5 roles. This will not be scored.
- 2 separate behaviour statements.
Further details around what this will entail are listed on the application form.
We acknowledge that AI can assist you in your application. Find our guidelines here.
Sift
We will assess you on the following behaviours:
- Leadership
- Making Effective Decisions
There will be an initial sift on the Leadership behaviour.
At full sift, all behaviour statements will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview you will be asked behaviour and strength based questions.
This is an example of a strengths-based question:
“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”
There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.
Interviews will take place via video link. Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Merit List
After interview, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Additional Security Information
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible.
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
We operate both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering operational and customer service needs.
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
Important information for existing HMRC contractual homeworkers
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
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 (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Lorraine Carnegie
- Email : lorraine.carnegie@hmrc.gov.uk
Recruitment team
- Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk
Further information
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.
