Contract Type: Permanent
Salary: £28,016
Location: Porthmadog, Thedford House
Working pattern: Flexible working, Full-time, Job share, Part-time
Closing date: 11:55 pm on Tuesday 18th November 2025

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.

HMRC, along with all government departments with a customer base in Wales, has set out to provide our Welsh language services as agreed with the Welsh Language Commissioner under the 1993 Welsh Language Act.

The Welsh Customer Services team in Porthmadog deliver a range of Welsh language services directly to those customers who indicate they wish to communicate with HMRC in Welsh. This includes Welsh language telephone, correspondence, face to face, case working, processing forms, sending out Welsh language forms, taking payments and digital services support. 

If you are great with people, helpful and enthusiastic then you could be just the bi-lingual Administrative Officer that we’d be proud to employ at HMRC.

No experience is necessary as full training will be given. It’s your enthusiasm, helpful manner and willingness to learn that we require. What we do ask however is that you feel comfortable with chatting on the phone, have good writing skills and are keen to help others.

HMRC are hosting information sessions on 04/11/2025 at 12:00 & 06/11/2025 at 17:00 to accompany the application process where you will be able to hear more about the vacancy . To join the session, you will need to register by completing the following:

https://forms.office.com/e/AHieRNvRgu – for 5pm – 6/11/2025
https://forms.office.com/e/twbXLLWGNT – for 12pm – 4/11/2025

Job description

You’ll be the first point of contact for our customers, providing a first-rate service by phone, letter, email and webchat in the future. 

You’ll actively seek to resolve customer queries and use your communication skills to handle sometimes complex yet rewarding conversations. You’ll get real responsibility and opportunities to shine and develop your career with us.

You’ll join a friendly and welcoming team and receive plenty of training and support to help you reach your potential.  Don’t worry, you’ll get training on how to deal with any complex calls, our job is to support you whilst you help us support our customers.

If this sounds like you, then you could be just the Bilingual Administrative Officer we’d be proud to employ at HMRC.

Person specification

Responsibilities

• Dealing with customer enquiries within a wide variety of Tax issues. Full training will be given.
• Dealing with telephony, digital and written correspondence.
• Issuing standard HMRC forms/letters in Welsh to customers.
• Using guidance and initiative to solve customer enquiries.
• Great communication skills, both written and verbal and are confident chatting on the phone assisting customers.
• A can-do attitude and a real passion for supporting people and creating a Brilliant Civil Service.
• The ability to deal with basic math calculations. 
• Ability to deal with information quickly and clearly ensuring information reaches customers quickly.
• Ability to work as part of a team.

Essential Criteria 

Candidates must be fluent in Welsh and English, able to communicate verbally and in writing in both languages. This will be tested at interview stage.

Operational Delivery Profession

Please tell us about any Operational Delivery Profession (ODP) experience or qualifications you have, if applicable to you, on your application form. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at sift or interview.

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.

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

Please click here for further information and to apply