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We are building something exciting at HMRC — our new Customer Experience Directorate (CXD) brings together talented individuals from across the organisation with one shared mission: to improve the experience for all our customers.

We are here to design and deliver simpler, smarter, and more supportive services that meet the diverse needs of individuals, businesses, and intermediaries across the UK. We want every customer to feel a real and positive difference in their interactions with HMRC.

To achieve this, we are committed to:

Driving innovation and change — empowered by a strong mandate from HMRC leadership, we are not afraid to be bold and assertive in our approach.

Creating clarity and alignment — through a clear and accessible business plan, we will set out our vision and measurable objectives.

Empowering our people — we will regularly involve our teams in planning and decision-making, ensuring everyone has a voice.

Building a highly engaged culture — where collaboration, purpose, and passion for customer service thrive.

If you are passionate about making a difference and want to be part of a dynamic team shaping the future of customer experience at HMRC, we would love to hear from you.

HMRC are hosting an information session on Wednesday 8th of July at 12:00  – 13:00 to accompany the application process where you will be able to hear more about the vacancy . You’ll also be able to find out more about HMRC from the people who currently work in the role, including:

• Who we are
• What we do
• Why we do it

There will also be the opportunity to ask any questions you may have about the role or the application process.

To join the session, you will need to register by completing the following link –

Candidate Information Session –  Senior Welsh Language Business Manager – Weds 8th July @ 12.00pm  – Fill in form

Job description

We are looking to recruit an enthusiastic and motivated fluent Welsh speaker to join our existing Welsh language team based in Cardiff.

This is an exciting opportunity to get involved with a unique team within HMRC and develop your existing skills and experience to produce high quality Welsh language products and services.

There will be a heavy focus on customer engagement and, as part of this, you’ll be a great communicator – verbally and in writing. Diplomatic when dealing with colleagues and negotiating deadlines and completion of varied actions – considering the peaks and complexities of the units’ workload and customer needs.

You’ll be fluent in the Welsh language, speaking Welsh with colleagues all day and every day, and be flexible and understanding of the demands on a relatively small team that puts the customer at the heart of everything they do. You will also manage people on the team and ensure they meet the team and HMRC’s standards of behaviour, values and work ethic and work collaboratively with all on the team.

This role is offered as maternity cover and is expected to last for approximately one year.

Person specification

As a Senior Business Manager on the Welsh Language Unit (WLU) you will sit at the heart of the transformation of our Welsh language services. You will:

• Act as deputy to the Head of Welsh Language Services, supporting delivery of the Welsh Language Scheme.
• Lead on customer and colleague engagement, by being a great communicator – verbally and in writing in both Welsh and English.
• Promote Welsh language services through workshops, presentations and engagement activities.
• Support the drafting of high-profile reports and business cases on behalf of WLU.
• Build strong relationships with colleagues in the WLU team based in Cardiff and Porthmadog and the Welsh Language Customer Service team in Porthmadog to ensure a joined-up service.
• Lead projects to enhance Welsh language provision across services, ensuring parity with English across digital, written and customer channels.
• Use strong negotiation and influencing skills to deliver outcomes on time.
• Line manage and develop a small team, ensuring performance, development and behaviours meet HMRC standards.
• Lead coordination of WLU internal and external events.
• Represent WLU and HMRC externally, building effective stakeholder relationships.
• Collaborate with other government departments to share best practice on Welsh Language Scheme delivery and Welsh language training.
• Lead delivery of HMRC’s Welsh language training offer in partnership with internal and external stakeholders as well as pulling together slide shows and event material. 

Essential Criteria

• Fluent in written and spoken Welsh.
• Good understanding of how and when to deliver Welsh language customer services.
• Strong communication skills, with the ability to handle challenging conversations with staff at all grades and external stakeholders.
• Excellent drafting skills, including experience producing reports, high-profile responses and training material.
• Ability to work effectively in a fast-paced environment, managing and prioritising competing workloads.
• Proven staff management experience.
• Good understanding of current digital technologies and their application. 

Desirable Criteria

• Experience of chairing and facilitating meetings, including the coordination of large-scale meetings and events.
• Understanding of Welsh language training provisions and opportunities.
• Knowledge of Welsh language legislation and Welsh Language Scheme delivery. 

Languages

Excellent language skills (Welsh and English).

Behaviours

We’ll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Communicating and Influencing
• Working Together

Technical skills

We’ll assess you against these technical skills during the selection process:

• Candidates will be asked to complete a written Welsh language test (Technical skill) immediately after the interview. More information will be given to successful candidates when invited to the interview stage.

Benefits

Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 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