Location: We encourage flexible and hybrid working. Some office attendance will be required based on business needs. This role is based in our Merthyr or Cardiff office.

About Us

At the Welsh Revenue Authority (WRA), we’re responsible for Land Transaction Tax (LTT) and Landfill Disposals Tax (LDT). We’ll also be responsible for the collection and management of the Visitor Levy (VL), and for operating the national register of visitors accommodation providers in Wales. Our work raises revenue to support public services, like the NHS and schools in communities across Wales.

Join a place with purpose 
You’ll join a team of 100+ talented people from across 14 different professions.  Our culture is best described as innovative, collaborative and kind. By working together, we’ll deliver a fair tax system for Wales. 

Our people 
You’ll be working with people from a wide range of backgrounds and experience. From Operations, Policy, Digital and Data, HR, Communications to Finance – there’s a place for you in our friendly team.  

You’ll be our greatest asset

You’ll be joining an inclusive organisation and be part of a team where you can thrive, be rewarded and heard. 

We’re recognised as one of the top organisations for people engagement in the Civil Service People Survey. Inclusion and fairness are one of our strongest areas, as well as pay and benefits – our People Survey results say it all!

We’re also recognised for being innovative and a digital, ‘cloud-based’ organisation that supports hybrid and flexible working enabling a great work-life balance. 

More about working for us, our roles and our Corporate Plan 2025 – 2028 .

Job description

As a Helpdesk Manager within the WRA’s Operations function, you will lead the frontline team that acts as the public face of the WRA. You will provide leadership, guidance and support to a team of bilingual customer service specialists, enabling their day-to-day performance and ongoing development.

The post holder will report to the Operations Manager and will have line management responsibility for a Helpdesk team. They will also work closely with the other Helpdesk Manager to maintain a consistent approach and high standards across the whole of the Helpdesk teams.

The Helpdesk Manager will coordinate the day-to-day operation of the Helpdesk and support the Operations Manager in delivering an effective and high-quality customer experience.

To be successful in this role, the post holder will be confident in explaining how decisions have been reached within our processes, while delivering excellent and timely customer service to both internal and external customers. You’ll need to be confident in dealing with people, keen to learn and have a positive, can-do attitude. Previous line management experience is not essential for this role; however, leadership experience is desirable.     

The successful applicant will be required to undertake Institute of Line Management (ILM) training as part of their development in the role.

“Our helpdesk colleagues are at the forefront of providing professional, expert and friendly advice to our customers, making vital first impressions as well as building long-term trusted relationships. You will join an interesting, supportive organisation and be proud of being at the heart of our business, collecting and managing our devolved taxes, to fund Welsh public services such as schools and hospitals.”Paul Johnson. Customer Service Helpdesk Operative

Main tasks

• Provide visible and effective leadership to the Helpdesk team.
• Manage the day-to-day operation of the front-facing Helpdesk team by  coordinating workloads and activities, and allocating tasks as required. 
• Work closely with the other Helpdesk Manager to promote a harmonious working environment and maintain a consistent approach across both Helpdesk teams.
• Work in partnership with taxpayers and their agents to support Our Approach, helping to ensure a fair, efficient and straightforward process for paying the right tax at the right time.
• Provide training and coaching to team members on relevant processes and procedures.
• Address day-to-day issues effectively as they arise.
• Manage staff rotas, leave and availability to ensure appropriate cover across communication channels, and provide frontline support during periods of peak customer demand. 
• Identify opportunities and undertake appropriate engagement activity to highlight potential errors and risks in tax returns, supporting taxpayers to pay the right tax at the right time.
• Undertake quality assurance activity to promote consistency of approach across the team.
• Identify and escalate potential opportunities to improve processes or procedures to the Operations Manager. 
• Work collaboratively with teams across Operations and the wider WRA to support the effective delivery of Helpdesk services.
• Support the Service operations Manager in resolving customer complaints and grumbles.
• Act as a role model for the team and for colleagues across the wider organisation.

Candidate Information Session

If this seems like a role you’d be interested in, join us for our virtual Candidate Information Sessions. You’ll meet the Line Manager, get an overview of the role as well a feeling for what it’s like to work at the WRA.  We’ll also talk through our benefits and provide helpful tips for your application with us. Please register for one of the sessions below:

Register here for 27th August at 12:30pm: https://RheolwryDdesgGymorthHelpdeskManager.eventbrite.co.uk

Register here for 27th August at 16:00pm: https://RheolwryDdesgGymorthHelpdeskManager4pm.eventbrite.co.uk

We recommend you review the job description (or candidate pack) under the ‘attachments’ section via the Apply button before completing your application.

Languages

We’ve undertaken an objective assessment of the Welsh language skills needed to undertake the duties of this role. For this role:

Welsh language skills – Welsh language skills are essential. This means that you will need to demonstrate your Welsh language skills at the levels detailed below. These skills will be assessed during the recruitment process and we’ll explain clearly how these skills will be assessed.

Welsh language skills levels

Reading Level 4 – Description – Can read most work-related material
Speaking Level 4 – Description – Can converse in most work-related conversations
Understanding Level 4 – Description – Can understand most work-related conversations
Writing Level 4 – Description – Can prepare most written work in Welsh

Benefits

Alongside your salary of £30,754, Welsh Revenue Authority contributes £8,909 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).

What we offer

• 31 days annual leave + Bank holidays, and 2 Privilege days
• Flexible and hybrid working
• Generous employer pension schemes with a contribution of up to 28.97%
• Tusker car scheme
• Vivup Cycle2Work and advances of salary for season Travel Tickets
• Lifestyle Benefits offering discounts on shopping, restaurants and entertainment
• Wellbeing hour each week
• Access to subsidised sports groups
• Generous family-friendly leave policies
• Free Welsh language courses and time off to learn
• Access to a range of staff diversity networks
• Free counselling and support service via our Vivup Employee Assistance Programme and Your Care Health platform
• A thriving culture that’s described as innovative, collaborative and kind.