Vacancy -- Team Support Officer – Corporate Shared Service Centre x 2 (Welsh speaker)

Working for the Civil Service

The Welsh Government's recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.

The Civil Service Code sets out the standards of behaviour expected of civil servants.

Vacancy Details

Chief Operating Officer’s Group
Corporate Shared Service Centre
Team Support - £21,300 - £24,630
£21,300
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Fixed term
Two years
Pan Wales
'Pan Wales' means that the location in which the vacancy can be based is flexible, subject to the needs of the business. Please note it may not always be possible to accommodate a preference for a specific office location, but requests will be taken into consideration.
TBC

Purpose of Post:

Provide excellent customer service to internal and external customers in relation to processes which are part of the Shared Service Centre's responsibilities. Ensure that Policies and Procedures are being followed, providing routine advice and guidance on those policies.

Key tasks:

  • Manage own workload via cases in the customer relationship management system (CRM)  which are assigned by the Team Manager, carrying out requested activities according to the agreed processes and guidance.
  • General administrative duties including filing, telephone work, document and post handling and recording and arranging meetings.
  • Maintaining records including those on electronic systems  and assembling documentation for meeting folders etc.
  • Ensure data and sensitive personal/commercial information is processed effectively and handled in line with legislation and guidance.
  • Provide excellent customer service to internal and external customers.  Respond to any queries correctly, informatively and in a timely manner (in accordance with the Team's Service Level Agreement). 
  • Ensure customers are kept up to date with the progress of their request/query.
  • Liaise with other teams/individuals as appropriate if this is required in order to ensure the case can be resolved satisfactorily.
  • Update the relevant systems in a timely manner, ensuring accuracy at all times, and in accordance with guidance provided.
  • Escalate any non-standard queries/requests to the Team Manager as appropriate, and as soon as possible.
  • Highlight any issues to the Team Manager as appropriate.
  • Support the upkeep of the systems used by the team, contributing to testing/updates under direction of the Team Manager, and correcting inconsistencies picked up in exception reports, under direction of the Team Manager.

Development opportunities:

As the role involves a great deal of liaising with various individuals, responding to queries and ensuring processes are in line with policies and guidance, there is opportunity to develop excellent customer care skills. The role also provides the opportunity to develop the ability to use various HR and/or Finance systems, and the Customer Relationship Management system (CRM). The role also provides a good introduction to the HR or Finance professions, should the individual have an interest in pursuing these.

Individuals are encouraged to work flexibly across the Corporate Shared Service Centre and identify ways in which to improve services, processes or systems in order to provide an efficiently delivered and customer focussed service.

Closing Date:

06/09/2022, 16:00

Eligibility

Posts recruited to as part of this recruitment campaign are broadly open to UK nationals, those with right to remain and work in the UK and those that meet the Civil Service Nationality Rules only. Check your eligibility here:

Prior to appointment, all successful applicants will be required to produce original, acceptable documents as part of the pre-employment checks. If it becomes apparent at a later stage in the process that you aren’t eligible to apply, your application will be withdrawn, or offer retracted.

Equality and Diversity

The Welsh Government is committed to providing services which embrace diversity and which promote equality of opportunity. This is underpinned by the Equality Act 2010 and will be adhered to at each stage of the recruitment process. Our goal is to ensure that these commitments are also embedded in our day-to-day working practices with all our customers, colleagues and partners.

We are committed to being an anti-racist organisation and increasing diversity in the Welsh Government by removing barriers and supporting all our staff to reach their potential. We are committed to recruiting Black, Asian and Minority Ethnic people and disabled people who are currently under-represented in Welsh Government.

We welcome applications from everyone regardless of age, marriage and civil partnership (both same sex and opposite sex), impairment or health condition, sex, sexual orientation, pregnancy and maternity, race, religion or belief, gender identity or gender expression.

We are a Stonewall Diversity Champion and a Disability Confident Level 3 (Leader) organisation. Key to supporting this work and providing peer support are five Board sponsored Staff Networks (Disability Awareness and Support (DAAS); Minority Ethnic Support Network (MESN); Mind Matters (Mental health and well-being); PRISM (Lesbian, Gay, Bisexual, Transgender, Intersex +) and Women Together.

Disability Confident

The Welsh Government has adopted the social definition of disability, in which it is recognised that barriers in society act to disable people who have impairments or health conditions, who are neurodivergent or who use British Sign Language. We are committed to removing barriers so that all (or potential new) staff can perform at their best.

We guarantee to interview any disabled person who meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence, at each stage of the assessment process before interview, which demonstrates you generally meet the job description requirements. We are committed to the employment and career development of disabled people.

If you have an impairment or health condition, if you are neurodivergent or use British Sign Language and need to discuss reasonable adjustments for any part of this recruitment process, or wish to discuss how we will put in place any adjustments if you were to be successful, please email sharedservicehelpdesk@gov.wales as soon as possible and a member of the team will contact you to discuss requirements and any questions you may have.

A Great Place to Work for Veterans

This vacancy is part of the Great Place to Work for Veterans initiative.

Welsh Language Requirements

The Welsh Government is a bilingual organisation and Welsh language skills are considered an asset to the organisation. We encourage and support staff to learn, develop and use their Welsh language skills in the workplace. 

The following list of language requirements represents an objective assessment by the line manager on behalf of the Welsh Government of the Welsh language skills required to undertake the duties of this particular post.

Essential
Can read most work-related material
Can hold most work-related conversations
Can understand all work-related conversations
Can prepare most written work in Welsh

Social Partnership

In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.

Our 3 recognised trade unions are:
•         PCS
•         Prospect
•         FDA

This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:
•         pay
•         terms and conditions
•         policies and procedures
•         organisational change.

Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.

The Welsh Government has an excellent track record of working in partnership with its trade unions. We encourage staff to get involved. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. and to learn more about trade unions and partnership working.

Competency behaviours required for the role

Delivering at Pace

  • Work in an organised manner using own knowledge and expertise to deliver on time and to standard

Making Effective Decisions

  • Investigate and respond to gaps, errors and irregularities in information

Managing a Quality Service

  • Actively seek information from customers to understand their needs and expectations and manage information appropriately

Managing a Quality Service

  • Take ownership of issues, focus on providing the right solution and keep customers and delivery partners up to date with progress

Job specific criteria

Familiarity and experience of using IT skills and packages such as MS Office to efficiently and accurately carry out routine work . Experience of using databases and/or a customer relationship management system is desirable.
Good inter-personal skills with colleagues and customers in order to help get tasks completed.
Good numeracy and written skills.

Assessment Process

Applications will be sifted in two stages, the first sift will look Job Specific 1 only, second sift will look at Job Specifics 2 and 3. Those candidates that pass both sifts will be invited to attend a video interview via Microsoft Teams – guidance can be found here where they will be tested on the competencies and job specifics.

Other Information

  • Unless stated otherwise in ‘actual starting salary’, all candidates will start at the minimum of the pay scale being appointed to (this includes existing civil servants).This is not negotiable.
  • Unless stated otherwise in ‘type of opportunity’, this recruitment advert is not open on a Loan or Secondment basis.
  • For more information on the eligibility criteria and terms and conditions for Loan and Secondment positions in Welsh Government, please see external recruitment candidate guidance.
  • Unless stated otherwise in ‘Location of Post’ the role/s recruited to via this campaign can only be worked in the UK, not overseas.

These posts are based in the Corporate Shared Service Centre which covers recruitment and helpdesk.

Due to the requirements of the post, the successful candidate will be required to stay in post for the duration of the appointment.

Ian Evans - 03000 255454

How to apply

All applications for this vacancy should be made online via the Welsh Government's online application system.  If you have an impairment which would prevent you from applying on-line, please e-mail SharedServiceHelpdesk@gov.wales request an application pack in an alternative format, or to request a reasonable adjustment related to an impairment in order to submit your application.

To apply, you'll need to have an account on our online application system.  Click the 'Apply' button below, and you'll be asked to 'Log in' if you already have an account, or 'Register' if you don't yet have an account.  Registration takes just a few minutes to complete.  You'll need an e-mail address to be able to register.  Once you've registered for an account and logged in, you'll be taken to the online application form, which you'll need to fully complete and submit before the deadline on the closing date.  

If you’d like to apply for this vacancy in Welsh, please use the ‘Newid Iaith / Change Language’ link at the top of this page, to take you to the Welsh version of this advert, from which you can apply in Welsh.

For further information regarding the Welsh Government recruitment process, please see the Recruitment Guidance for External Candidates (link).

When evidencing your suitability for the post, it is recommended that you refer to the Civil Service Competency Framework (link)

Grievance and Complaints

Anyone who believes they have been treated unfairly, or has a grievance or complaint, about how the process was conducted should either write to the Head of Resourcing, Welsh Government, Cathays Park 2, Cardiff CF10 3NQ or email SharedServiceHelpdesk@gov.wales.  If you are unhappy with the outcome of the complaint raised with the Welsh Government and feel that the principles of appointment on merit through fair and open competition have not been met you have the right to pursue your grievance with the Civil Service Commission.

This vacancy is closed to applications.