Customer Success Manager – Telford – Plaza 1 and 2
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.
Modern Workplace Platform – innovate, design, build and deliver enterprise world class workplace services that meet and exceed the expectations of our customers. Modern Workplace Platform enables customer exploitation of the tools, which in turn enables HMRC’s ambition to become one of the most digitally advanced tax administrations in the world. Our focus is on ensuring consistent and excellent employee experience, putting our ‘customers at the heart’ of all we do.
Job description
As a Senior Roles and Access Analyst you will be the Manager of a multi-functional team. You will be part of a team that manages roles-based access controls and service request fulfilment management using HMRC’s service request catalogue.
Within our team, you will be collaborating with all stakeholders throughout the end-to-end user services software provisioning and access controls process. You will be expected to manage the permissions and access area, alongside conducting audit reviews. You may also be required to manage the Pseudo-PID Management and Live Service Support Accounts Process.
Person specification
Key Responsibilities:
- Management of a multi-functional team.
- Create, manage and review role-based access controls (RBAC) to ensure access is only granted to the information necessary to effectively perform business duties.
- Management of governance compliance and audit controls.
- Working collaboratively with other delivery groups to ensure access governance is aligned and improve compliance.
- Lead and advise software access implementation roll outs, BAU changes and configuration changes to support new technologies.
- Manage stakeholder relationships and expectations in accordance with team-based SLA’s.
- Management of Pseudo-PID Management / Live Service Support Team and processes.
- Operational Reporting and problem solving.
- Support strategic and complex software access provisioning projects and BAU changes.
- Continually making improvements to IT processes and services.
- Improving user experience and increasing customer satisfaction.
- You will be expected to perform within a team and mostly within your niche area where you are the lead and must prioritise and control tasks accordingly.
Essential Criteria
Management /Leadership experience. Process minded, able to build and improve processes and implement changes in a controlled manner maintaining a high standard of service delivery and consistent user satisfaction and experience. Able to work independently, building a good understanding of their own work area processes and responsibilities and mentor other team members, displaying good leadership skills and a systematic, analytical approach to problem solving. Excellent communication skills (verbal and written) – a good communicator and collaborator who is able to relay processes and operational advice accordingly to colleagues at different levels of the organisation who will be seeking assistance with their queries. Ability to work in a fast paced, high-pressured environment, agile to sudden business change requirements working with various stakeholders to identify and recommend solutions to business problems. Good analytical skills to help identify service improvements and enhance problem solving. Understanding of Microsoft Office 365. Well versed with the basic end to end customer service and support processes. Awareness of service request fulfilment support to help users with access and permission faults. Reporting skills will be an advantage as they will form part of the day-to-day operations. ITIL Foundation certificate or be willing to attain the qualification within one year if successful. Experience in Security and Risk Management. Understanding of successful delivery of end user IT services and continuous improvement.
Office Closures
If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
For more information on where you might be working, review this information on our locations (opens in a new window)
These sites include:
- Telford Plaza, Telford – moving to Parkside Court, Telford
You will be given more information about what this means at the job offer stage
Behaviours
We’ll assess you against these behaviours during the selection process:
- Working Together
- Changing and Improving
- Leadership
Benefits
Alongside your salary of 37,682, HM Revenue and Customs contributes 10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
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
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 (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.
How to Apply
As part of the application process, you will be asked to provide the following:
- A nameblind CV detailing up to your last three roles. For each role, please provide no more than 100 words summarising the time spent in role, key achievements, and main responsibilities.
- A 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the key responsibilities and essential criteria as outlined in the person specification part of the advert.
Sift
In the event of a large number of applications being received, an initial sift may be held on the CV,
If successful the Personal Statement will then be assessed.
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 questions based on the specified behaviours to explore in detail what you are capable of.
Interviews will take place via Teams Video. 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. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, 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.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years’ employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.
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, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
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.
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
- Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
Technical Support
If you are experiencing problems that cannot be resolved by our ‘help’ section, then technical support is available. You will receive a reply in 2 working days.
Important information for existing HMRC contractual homeworkers:
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.
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.
Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants – GOV.UK.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a 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) (opens in a new window)
- 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 (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window)….