Job Description

Details

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Reference number

442603

Salary

26,452
Successful candidates will be offered the minimum of the pay scale. All our roles come with an excellent benefits? package, including the generous Civil Service Pension Scheme. Further salary increases depend entirely upon the outcome of our annual pay negotiation with central government. If you are a current Civil Servant transferring to us, your salary will be discussed in line with our pay policies.
A Civil Service Pension with an employer contribution of 28.97%
GBP

Job grade

Administrative Officer
Band B

Contract type

Permanent

Business area

CH - Customer Delivery Directorate

Type of role

Operational Delivery

Working pattern

Flexible working, Full-time, Part-time

Number of jobs available

5

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Cardiff, Wales, CF14 3UZ

About the job

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Job summary

Please

note

: Applicants should review all aspects of this advert to ensure a thorough understanding. If reviewing via a screen reader, please note that the Job summary, Job description, Person specification and Things you need to know sections have been emphasised

About Companies House

Companies House is more than a registry ? we?re a modern, ambitious organisation at the heart of the UK?s business landscape. Our purpose is clear: to be the best registry of companies in the world.
We?re entering an exciting period of transformation, with enhanced powers to help tackle economic crime and protect the integrity of the UK company register. This means the work we do has real impact ? supporting businesses, safeguarding the public, and contributing to wider government priorities.


Our people are central to that mission. At Companies House, you?ll find a supportive, inclusive workplace where learning, development, and collaboration are actively encouraged.


Find out more about what a great place Companies House is to work

About the role

We?re looking for motivated, confident, and customer-focused individuals to join us as an Operational Officer. As an Operational Officer at Companies House, you will be the frontline support for our customers, providing essential advice and assistance, predominantly over the phone.
No two days are the same, and you?ll play a vital part in delivering a high-quality service that really makes a difference.


This role offers a great entry point into the Civil Service, with opportunities to build valuable skills, gain experience in a customer-facing operational environment, and develop your career over time. You?ll be supported to succeed, encouraged to learn, and recognised for the contribution you make.


If you enjoy learning new skills, take pride in delivering great service, and like working with friendly, supportive colleagues, this could be the perfect role for you.

During your induction training:

For the first two weeks, you?ll be in the office Monday to Friday, 09:00?15:30. From the third week onwards, you?ll have more flexibility in your working pattern, but you?ll still be expected to attend the office when required. All training will take place in person at our Cardiff Office. Further details will be confirmed once you start your employment with Companies House.

Job description

As an Operational Officer, you may be placed in a variety of teams. However, the core responsibilities of the role include:Acting as the first point of contact for customers, primarily via phone and email, providing clear, accurate, and friendly support Managing a high volume of customer enquiries confidently and professionally, ensuring each interaction is handled with care and respect Resolving queries and problems at first contact wherever possible, using sound judgement to deliver positive outcomes Working collaboratively as part of a supportive team, sharing knowledge and contributing to team targets and service standards Processing and checking information and documentation, ensuring data is accurate, complete, and recorded correctly Meeting deadlines and targets, while maintaining a strong focus on quality and attention to detail Maintaining strong customer relationships by consistently adopting a customer-first approach Completing essential administrative tasks to ensure systems and records are kept up to date and compliant

Where will you be working?

You will be aligned to our Cardiff office, where you will be expected to attend on a regular basis. The majority of roles within customer services use a hybrid working model to support a healthy work-life balance, with attendance at the office required weekly. Attendance patterns will be agreed with your manager. You may need to attend the office more often when business needs require.
Our standard working days are Monday to Friday, ensuring we?re available to support customers when they need us most. As part of the role, you?ll be required to provide rota cover for:

4:00 PM 5:00 PM
This helps us maintain excellent service during peak times.

Be part of the Operational Delivery Profession (ODP)

This role is part of the Operational Delivery Profession ? the largest profession in the Civil Service, with over 290,000 members. ODP professionals are the public face of government, delivering essential services to millions of people every day. As a member of this profession, you?ll have access to a wide range of development opportunities, a supportive community, and a clear framework to grow your career.


To learn more about the Operational Delivery Profession, visit ODP Civil Service Careers Page

Person specification

What We?re Looking For

No experience is necessary as you will be fully trained, but we would like you to be comfortable talking on the phone. We?re seeking individuals who can demonstrate:

Strong communication skills ?

confident speaking to customers on the phone and clear, professional, and accurate in written responses

A genuine customer-focused mindset ?

committed to delivering a positive experience in every interaction

Adaptability and resilience ?

comfortable working in a changing environment and able to respond positively to new challenges

Good organisation skills ?

able to manage your workload, prioritise effectively, and work to agreed targets

Attention to detail

? takes pride in producing accurate work and following processes carefully

Sound judgement and decision-making ?

able to make decisions within guidance and explainthem clearly and professionally

Comfortable with IT

? you don?t need to be an expert, just confident using a computer

Behaviours

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


Managing a Quality Service Communicating and Influencing Delivering at Pace Working Together

Benefits

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Alongside your salary of 26,452, Companies House contributes 7,663 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
We believe that our success is driven by the well-being and satisfaction of our team members at all levels of the organisation. At Companies House we?re committed to providing a comprehensive benefits package that goes beyond the ordinary, ensuring your career journey with us is not only fulfilling, but also rewarding. We pride ourselves on offering a quality work-life balance with our employee wellbeing being central to our working practices.


Head to Our benefits - Working for us - Recruitment (companieshouse.gov.uk) to find out more about the fantastic benefits package we have at Companies House.


We celebrate diversity...


As an equal opportunity employer, we celebrate diversity, being committed to ensuring we?re representative of the citizens we serve and creating an inclusive environment. Everyone in Companies House brings something different, and so will you. To fulfil our commitment to recruiting and attracting diverse talent we welcome applications from underrepresented groups. We also welcome applications from Welsh speakers.


We are proud to be a disability confident leader. Our recruitment process is fully inclusive and we can make adjustments as needed through our process. These could include having an interview buddy, extra time at interviews/assessments and receiving interview questions in advance, to name a few.


If you require any reasonable adjustments at application stage, or if you'd like to discuss any person-centred adjustments, please contact us by emailing recruitmentCH@companieshouse.gov.uk.


Read our 'Applying under the Disability Confidence Scheme (DCS)' guide to find out how to successfully complete an application under the Disability Confidence Scheme (DCS).

Things you need to know

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Artificial intelligence

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.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours and Experience.

What will the process look like?

Communications will be electronic via email therefore it is important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder.
Applications sent direct to Companies House Recruitment Team will not be accepted.


We welcome applications in Welsh / Rydym yn croesawi ceisiadau yn y Gymraeg.


Key Dates:(dates are indicative only and could be subject to change)

Closing date: 23.55 PM on 12/01/2026 Sift/shortlist: W/C 19/01/2026 Interview dates: W/C 26/01/2026

Stage 1

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Sift

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An initial sift of applications will be carried out to create a shortlist. This will be based on the evidence provided for the below Success Profile elements.
We?re committed to being diverse and inclusive, so please make your application anonymous by removing all identifying personal information (such as your name and age) from your personal statement.

Experience

Your 500-word Personal Statement will be used to assess your suitability for the role. We will not require a CV as part of the recruitment process.

Personal statement

Tell us why you?re a great fit for this role by writing a 500-word personal statement that highlights your relevant experience, skills, and motivations. As part of the assessment process, we?ll be reviewing your statement for clear evidence of how you meet the two essential criteria outlined below;

Strong communication skills (lead criteria) ?

confident speaking to customers on the phone and clear, professional, and accurate in written responses

Adaptability and resilience ?

comfortable working in a changing environment and able to respond positively to new challenges

You can use examples from school, work, volunteering, or other experiences. It is advisable to give clear examples for each criteria listed above, including the impact of your actions, ideally utilising the STAR technique (Situation, Task, Action, Result) with most detail on what you did and the outcome.


Please use this link as guidance How to write your PS , Civil Service Careers.

Please note

:


Should a large number of applications be received, an initial sift may be conducted using the lead criteria. If so, we will sift on: Strong communication skills If you pass the initial sift (lead criteria), you may either move on to a full sift (full personal statement) or go straight to interview, depending on number of applications received We may raise the score required at sift stage to progress to interview if we receive a high number of applications

Stage

2

- Interviews

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If invited to interview

Behaviour

based questioning will be used.

Please note candidates that that proceed to the interview stage will be required to take part in a Telephony Role-Play Assessment. This will be assessed against the Behaviour Success Profile.

Specific information regarding the Success Profile elements that will be assessed at interview will be contained within the interview invitation.


Interviews for this role will be carried out virtually via MS Teams.

Stage 3

- offer

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Once all interviews have been completed, you will be notified of the outcome by email. Offers will be made in strict merit order to the highest scoring candidate first as outlined in the Civil Service Commissioners? Recruitment Principles.

Reserve list

This recruitment campaign will keep a reserve list for 12 months. If you meet the requirements for this role but aren't offered after passing the interview, you'll be placed on the reserve list. Subject to business need, if a suitable position opens up during this time, we will reach out to individuals in merit order. Successful applicants will be required to start on the date offered to align with the training schedule. Those who are unable to start on that date or are unavailable for certain parts of the training period will be placed on the reserve list for consideration in a future intake.


This post is being advertised to External, Across Government and Internal candidates.


Incomplete and/or late submissions will not be accepted or considered. Feedback will only be provided if you attend an interview or assessment.


If you require a reasonable adjustment at any stage of the recruitment process, or if you'd like to discuss any person-centred adjustments then please let the recruitment team know via

;

recruitmentch@companieshouse.gov.uk



Feedback will only be provided if you attend an interview or assessment.