Customer Service Apprentice

HM Revenue & Customs; Bristol; On-site; GBP 29,000 - 34,000; Full time

Job summary

Join HMRC Estates as an Estates Customer Service Apprentice in Bristol, where you will support the smooth operation of the Government Hub. This role offers a structured 15-18 month apprenticeship with opportunities for personal development and a salary of £29,475, alongside additional pension contributions and benefits.

Benefits

Flexible working patterns

Generous leave

Pension contributions

Family policies

Personal support

Development opportunities

Qualifications

• Organized and efficient with a varied workload.
• Proficient in Microsoft Word and Excel.
• Willingness to complete assessments for GCSE qualifications.

Responsibilities

• Responding to customer queries and escalating faults.
• Managing communication platforms and conducting building inductions.
• Supporting risk assessments and compliance checks.

Skills

Strong communication skills

Customer service experience

Education

Maths and English GCSE at grade C or above

IWIFM Level 2

Tools

Microsoft Word

Microsoft Excel

Job description

Bristol

Job Summary

Explore the world of HMRC Estates, leading in government property transformation. As a key part of one of the UK's largest property programmes, HMRC Estates provides safe, inclusive workplaces and excellent career development opportunities. Our team is committed to delivering high-quality, user-friendly services that enable colleagues to thrive in an environment where they truly belong. Watch the video below to meet some of our team and discover a career in your hands at HMRC.

Build a Career in Property with HMRC Estates

Are you seeking an organisation that values work-life balance, offers structured personal development, progression opportunities, and outstanding training? Look no further! HMRC is dedicated to creating a great workplace for all colleagues—an inclusive and respectful environment reflecting the society we serve. We prioritize equality, diversity, and inclusion in all our activities and welcome applications from all backgrounds with relevant skills and experience. We also offer flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Customer Service Apprenticeship

HMRC Estates is preparing to mobilise new national Facilities Management contracts from May 2025, transitioning to a Total Facilities Management model across our estate, which may impact how this role is delivered.

Job Description

As the Estates Customer Service Apprentice, you will support colleagues in the Estates Team to ensure the smooth operation of the Bristol Government Hub. Your responsibilities include responding to customer queries about the building, escalating faults, reporting health and safety issues, and assisting building users to maximize their use of the space.

You will provide high-level customer service by building strong relationships with building users, monitoring issues, and escalating as needed. Your knowledge of the building will grow, allowing you to influence customer experience through your skills and behaviors. You will be highly visible, conducting regular inspections, engaging with customers, and resolving queries effectively. Your key tasks include:

• Managing communication platforms such as Mailbox, Viva Engage, and face-to-face interactions
• Updating the building A-Z and Directory for accuracy
• Carrying out building inductions for new starters
• Secretariat duties for various committees and meetings
• Procurement of stationery and safety stock
• Implementing building policies for lockers, cycle spaces, and parking
• Leading visitor and delivery coordination for reception and security
• Managing Teams and SharePoint sites, and standardizing filing systems
• Supporting risk assessments and statutory compliance checks
• Assisting the wider Workplace Operations team and other tasks as directed

This is a full-time role due to operational needs, but flexible working requests are welcome and will be considered based on business capacity. Applicants should specify their flexibility needs prior to accepting a provisional offer.

Person Specification

We seek someone who is organized, efficient, and capable of managing a varied workload. Strong communication skills and some customer service experience are desirable. Essential criteria include:

• Strong communication skills
• Proficiency in Microsoft Word and Excel
• Maths and English GCSE at grade C or above or willingness to complete assessments
• A commitment to a 15-18 month apprenticeship for Customer Service Specialist Level 3

Desirable criteria include IWIFM Level 2. Behavioral competencies to be assessed include:

• Communicating and Influencing
• Working Together
• Making Effective Decisions

Alongside a salary of £29,475, HMRC contributes £8,538 to the Civil Service Defined Benefit Pension scheme. We support flexible and hybrid working, offer generous leave, pension contributions, family policies, personal support, and development opportunities.

Selection Process

The process uses Success Profiles to assess Behaviors, Strengths, and Experience. You will be asked to submit a CV, a 500-word personal statement detailing your experience and how it aligns with the role, and a 250-word statement for desirable criteria if applicable.

Shortlisted candidates will be invited for interviews via video link, where your experience and behaviors will be explored. Dates for sift and interviews will be confirmed later.

Eligibility and Additional Information

Please ensure your eligibility is correctly indicated on your application. We may hold a reserve list for up to 12 months. Successful candidates will undergo criminal record checks and security screening. The role is open to UK nationals, Irish nationals, Commonwealth citizens with the right to work in the UK, and certain EU/EEA nationals.

For questions or assistance, contact Kristina Gleadhill at [e-mail] or the recruitment team at [e-mail].