Surge and Rapid Response Team - Administrative Officer - Salford - Trinity Bridge House

Surge and Rapid Response Team - Administrative Officer - Salford - Trinity Bridge House 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.

Are you adaptable, quick-thinking, and great at assisting customers?

If this sounds like you, then 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 join our unique and innovative team in supporting government departments across the Civil Service.
The Surge and Rapid Response Team (SRRT) work across government departments to provide operational support for planned peaks in demand, unplanned demand and provides a crisis response for unforeseen events.

Some of SRRTs' biggest customers include the Home Office, Cabinet Office and Department for Work and Pensions, however regular provision is provided 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 to everyone we support. We are a hugely adaptable and flexible team who can deploy our people where and when they are needed the most, frequently at short notice. This means sometimes staying and working away from home, across the UK and sometimes 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.

We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

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.

Job description

In this frontline customer service role, you'll be handling inbound and outbound calls, assisting customers, and providing vital administrative support where it's needed most.

You will also have the opportunity to enrol onto our Level 3 Apprenticeship Programme, which is a fantastic way to earn whilst you learn and gain a formal qualification as part of your day-to-day role.

Need for Flexibility - Must be 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). Flexibility is a contractual requirement for this role.

Before applying for this role, please consider if the following requirements are suitable to your personal circumstances as they are a contractual requirement for this role.

Person specification

What you'll be doing:

• Answering inbound calls and making outbound calls to assist customers.
• Managing casework and data processing using various IT systems.
• Occasionally engaging with customers face-to-face when required.
• Adapting to urgent tasks, which may involve traveling at short notice.
• Communicating effectively and working independently in a dynamic environment.

Kick-start your career with full training and support, no previous experience is required. All we ask if that you bring your enthusiasm, a helpful attitude, and a willingness to learn. From day one, you'll be part of a friendly and supportive team that's invested in helping you grow and reach your full potential.

You can find out more about what it's like working in Surge and Rapid Response Team on the Civil Service Careers website HMRC - The Surge and Rapid Response Team , Civil Service Careers

Operational Delivery Profession

You are applying for an Operational Delivery Profession (ODP) role. Please tell us about any ODP experience or qualifications you have. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same score at interview.

Working Patterns

As a flexible employer, we will consider part-time requests and will agree requests where possible, considering our operational and customer service needs. Part-time is a minimum of 22 hours 12 minutes per week. Pay and annual leave will be pro-rata, if we can agree your request.

You will be required to complete your induction and any deployment training on a full-time basis.

Question & Answer Session

We will be hosting a virtual event where you can find out more about the application process and what it is like to work in SRRT.

This will take place on Tuesday 8th September at 2:00pm.

Please visit Surge and Rapid Response Team Recruitment Campaign Q&A to book your place SRRT - Administrative Officer - Q&A Session - Tues 8th September 2pm - 3pm

Questions relating to an individual application must be emailed as detailed later in this advert.

Apprenticeship

As a Surge and Rapid Response - Administrative Officer, if you select to complete an apprenticeship, there is an expectation you will progress this in accordance with the completion date determined by the Apprenticeship Programme and achieve a pass or above at End Point Assessment.

Withdrawal from the programme would only be considered in exceptional circumstances and HMRC reserve the right to manage your performance and conduct on your apprenticeship, in line with HMRC internal policies.

Any training requirement and your probation period will run concurrently. If you do not successfully complete your probation period required as a condition of your role, your employment with HMRC may be terminated.

Office Closures

If your location preference is for the following site, it's important to note that this is not long-term site 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)

This site is:

• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford

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:

• Managing a Quality Service
• Delivering at Pace

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

Benefits

Alongside your salary of 28,016, HM Revenue and Customs contributes 8,116 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.

How to Apply

After submission of the first stage of your application, you will be invited to complete a Civil Service Judgement Test, if you successfully pass the test, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended) and ensure you allow sufficient time to complete and submit the final stage of your application after submitting your online test.

The deadline for both the test and the application is 23:55 on 14/09/2026.

As part of the application process, you will be asked to provide the following:

• A 250-word statement addressing the following Behaviour - Managing a Quality Service.

Please evidence any ODP experience or qualifications you have) (up to 250 words max). This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.

Further details around what this will entail are listed on the application form.

Sift

At sift your Behaviour statement on Managing a Quality Service 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-based questions on Managing a Quality Service and Delivering at Pace to explore in detail what you are capable of.

Interviews will take place virtually via video link.

Sift and interview dates to be confirmed.

Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.

Online Tests - Banked Scores

When an applicant has a banked score they are not asked to retake the same test, providing it is:

• set at the same job level, and
• within the same system.

Scores will be banked for six months, or until a new score benchmark is applied, whichever is sooner. This means that if a candidate applies for another vacancy at this grade they may not have to retake the test within that time, and their previous score will be used for the new vacancy.

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: View email address on diversityjobsgroup.com - 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.

Sponsorship

We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.

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, 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.

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 View email address on diversityjobsgroup.com 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.

Online Tests

Will you require a reasonable adjustment during the online tests? The tests required for this vacancy do not have a time limit. You don't need to ask for additional time. If you need any other adjustment, you can find further information in the Reasonable adjustment guide for online tests (opens in a new window). If you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to assist prior to the vacancy closing.

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.

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.

From 1 April 2026, applicants will be required to meet updated nationality and residency requirements so that National Security Vetting (NSV) checks can be conducted. If this affects you, we will give you more information at the appropriate time.

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 (opens in a new window).

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 standard (or equivalent) criminal record check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).

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).