Surge and Rapid Response - Administrative Officer

About the Team

Are you adaptable, quick‑thinking, and great at assisting customers? If this sounds like you, you could be just the person we’re looking for to join our Surge and Rapid Response Team (SRRT). SRRT is looking for enthusiastic individuals to support government departments across the Civil Service. The team works across departments to provide operational support for planned peaks in demand, unplanned demand and offers crisis response for unforeseen events. Some of SRRT’s biggest customers include the Home Office, Cabinet Office and Department for Work and Pensions, with regular provision to smaller parts of the Civil Service including the National Crime Agency and Animal, Plant and Health Agency. We pride ourselves on delivering excellent customer service and are a highly adaptable, flexible team that can deploy people where and when they are needed, frequently at short notice, sometimes away from home, across the UK and abroad, including overnight stays. The Surge and Rapid Response Teams are based out of HM Revenue and Customs, and we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

Job Description

This frontline customer service role involves handling inbound and outbound calls, assisting customers and providing vital administrative support where required. You will also have the opportunity to enrol onto our Level 3 Apprenticeship Programme, earning a formal qualification while working.

Responsibilities

• Answer inbound calls and make outbound calls to assist customers.
• Manage casework and process data using various IT systems.
• Occasionally engage with customers face‑to‑face when required.
• Adapt to urgent tasks, which may involve traveling on short notice.
• Communicate effectively and work independently in a dynamic environment.

Key Requirements

• No previous experience required.
• Enthusiasm, a helpful attitude and willingness to learn.
• Ample flexibility to travel nationally or abroad, sometimes at short notice, including overnight stays. Travel and accommodation will be paid.
• Part‑time requests will be considered for a minimum of 22 hours 12 minutes per week; pay and leave will be pro‑rated.
• Full completion of induction and deployment training on a full‑time basis.
• Security clearance at SC level is required. Applicants must normally meet the UK residency requirement of 5 years before vetting.

Behaviours

• Managing a Quality Service
• Delivering at Pace

Equal Opportunities

Diverse perspectives and experiences are critical to our success in SRRT, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.