Front Line Manager at Civil Service

Start Date:
Yorkshire & The Humber
Programme Type:
Apprenticeship - Higher Level (Level 4/5)
£23,000 annually
Review Date:
March 2017

Connect with Civil Service

Review Score

7.9 /10

1. Please give an overview of your role and what this involves on a day-to-day basis:


I am a Front Line Manager (FLM) within the Miscellaneous Charges Unit (MCU), who are part of Corporate Finance. My team within the unit are responsible for reallocation of payments. As a FLM I am flexible and adaptable, I have the ability to lead from the front and I motivate my staff through periods of change. I also encourage my team to deliver a quality service and respond to customer demand. I have to work collaboratively with my colleagues to deliver shared goals. I motivate my team to deliver results, consult staff for their views or concerns and communicate these to senior management. I also have to address poor performance, attendance and low quality work or outputs whilst praising successes, effective behaviours and progress, ensure that advisers are kept informed on all relevant issues, provide clear direction in accordance with Business Plans/objectives. My team deal with the administration and allocation of tax collected. My team and I update and maintain customer records and this in turn is being an efficient workforce. I also deputise for the Unit Manager in his absence, the includes attending meetings, being responsible for his emails and managing the unit and its workload and priorities.

2. Have you learnt any new skills or developed existing skills?


I will have gained a Level 4 HNC in Business when I finish in July. I have learnt leadership skills and have an increased knowledge of Business.

3. To what extent do you enjoy your programme?


I am lucky to work in a lovely unit and i manage an amazing team. Everyone is extremely supportive and i have some life long friends. The programme is hardwork, of which i expected but it will be worthit when i have the qualification.

4. How valued do you feel by Civil Service?


Somewhat valued, however being a team leader can be a thankless job. You have to please your team members and the unit manager, and you can be looked over. However, i have a great team who do buy presents!

5. How well organised/structured is your programme?


The programme held two inductions for all apprentices. The programme is well structured, i attend a HNC classroom session once a month with other apprentices in the area. I am also allowed two days a month for study away from work, which is very important and appreciated. I have a HNC tutor and a talent coach who are both very supportive.

6a. How much support do you receive from your training provider?


We have a HNC tutor and a talent coach who are very supportive. However, the NVQ work is often delayed in being marked which is difficult.

6b. How much support do you receive from your employer?


My manager is quite supportive, but generally leaves me to do the work. She would assist me should i require this. I also have a mentor who is an experienced team leader on my unit to support me with work tasks.

7. How well does your salary/package meet your costs?


I have a very reasonable salary for my role. I work around miles from my home and travelling can be a nightmare! I drive to work, therefore my costs is for fuel as my office has free parking.

8. Are there many opportunities outside of work?


My employer does provide some events such as reduced costs for cinema and a gym, however this do not interest me. When i am not working i enjoy travelling and spending time with my family and dogs.

9. Would you recommend Civil Service to a friend?


9b. Why?

They play an important role in society and i am proud to work for HMRC. They offer generous benefits such as salary and flexi. They can provide opportunites to enhance your career.

10. What tips or advice would you give to others applying to Civil Service?

Know the Civil Service Competency Framework inside out, this will help with an interview.

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