This range is provided by HM Revenue & Customs. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

To learn more click APPLY and submit an application,

before role closes Fri 26th Sep 11:55pm

60% hybrid/flex working from Newcastle hub a week.

25 days holiday + 1 per year in service on top

About us

Modern Workplace Platform (MWP) innovate, design, build and deliver enterprise workplace services that meet and exceed the expectations of our customers.

Modern Workplace Platform enables customer exploitation of the tools, which in turn enables HMRC's ambition to become one of the most digitally enhanced tax administrations in the world.

Our focus is on ensuring consistent and excellent employee experience, putting "customers at the heart" of all we do. MWP is a key interface between the wider HMRC estate and Chief Digital Information Office (CDIO).

We resolve issues (detected and reported) and strive to maintain our high standard of customer service. Our focus is on ensuring consistent and excellent employee experience, putting our customers at the heart of everything we do.

Job Description

As a Customer Success Manager, you will be the Manager of a multi-functional team.

You will be part of a team that manages roles-based access controls and service request fulfilment management using HMRC’s service request catalogue.

Within our team, you will be collaborating with all stakeholders throughout the end-to-end user services software provisioning and access controls process.

You will be expected to manage the permissions and access area, alongside conducting audit reviews. You may also be required to manage the Pseudo-PID Management and Live Service Support Accounts Process.

Person specification

Responsibilities:

• Management of a multi-functional team.
• Create, manage and review role-based access controls (RBAC) to ensure access is only granted to the information necessary to effectively perform business duties.
• Management of governance compliance and audit controls.
• Working collaboratively with other delivery groups to ensure access governance is aligned and improve compliance.
• Lead and advise software access implementation roll outs, BAU changes and configuration changes to support new technologies.
• Manage stakeholder relationships and expectations in accordance with team-based SLA’s.
• Management of Pseudo-PID Management / Live Service Support Team and processes.
• Operational Reporting and problem solving.
• Support strategic and complex software access provisioning projects and BAU changes.
• Continually making improvements to IT processes and services.
• Improving user experience and increasing customer satisfaction.

Process minded, able to build and improve processes and implement changes in a controlled manner maintaining a high standard of service delivery and consistent user satisfaction and experience.

Able to work independently, building a good understanding of their own work area processes and responsibilities and mentor other team members, displaying good leadership skills and a systematic, analytical approach to problem solving.

Excellent communication skills (verbal and written) - a good communicator and collaborator who is able to relay processes and operational advice accordingly to colleagues at different levels of the organisation who will be seeking assistance with their queries.

Ability to work in a fast paced, high-pressured environment, agile to sudden business change requirements working with various stakeholders to identify and recommend solutions to business problems.

Good analytical skills to help identify service improvements and enhance problem solving.

Understanding of Microsoft Office 365.

Desirable Criteria (To be used in a tie break)

Well versed with the basic end to end customer service and support processes.

Awareness of service request fulfilment support to help users with access and permission faults.

Reporting skills will be an advantage as they will form part of the day-to-day operations.

ITIL Foundation certificate desirable or be willing to attain the qualification within the year if successful.

You will be expected to perform within a team and mostly within your niche area where you are the lead and must prioritise and control tasks accordingly.

Security and Risk Management.

Understanding of successful delivery of end user IT services and continuous improvement.

Additional Information - Transitional Sites

For more information on where you might be working, review this information on our locations.

If your location preference is for one of the following sites, it’s important to note that these are not long-term sites 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.

These sites include:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford - moving to Parkside Court, Telford

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:

• Working Together
• Changing and Improving
• Leadership

How to Apply

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

• A name-blind CV including your job history and previous experiences. Please focus your most recent and relevant experience for your CV and match it to the Job Description part of the advert.
• A 500-word Personal Statement. Your Personal Statement (max 500 words) should provide detail how you meet the responsibilities and essential criteria in the person specification part of the advert, providing evidence of your suitability.
• Separate 250 word statements on each of the specified behaviours. Please use the "STAR" method/format showing examples of how you meet these behaviours (Use Success Profiles links for guidance).

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. 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.

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

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 for more information on appropriate and inappropriate use.

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service, Management, and Analyst
• Industries
• Government Administration

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