About the job

Job summary

HMRC is the UK’s tax and customs authority. We’re here to collect the money that pays for the UK’s public services and give financial support to people. We collect taxes, administer benefits, help people with Tax-Free Childcare, enforce the National Minimum Wage and work at the heart of the UK’s border systems. Our vision is to be a trusted, modern tax and customs department.

Within HMRC, the Large Business Directorate, is responsible for our compliance work with the largest and most complex business customers. These customers pay a significant proportion of the taxes and duties HMRC collects. We couldn’t support this without our dedicated and important workforce.

Our teams work together to ensure that our customers pay the right amount of tax at the right time and that any risks are identified and appropriately managed. We work across several taxes and duties.

We have a range of Assistant Officer roles that play a key role in supporting our teams in their day-to-day duties delivering this important work.

Please note: Candidates will be asked for location preferences in their application. Where there is not a role available in a specific location, candidates who pass the selection process will be placed on a reserve list in merit order for future opportunities.

Vacancies for this post are available in Liverpool (4), Manchester (1), Edinburgh (5), Glasgow (2), Belfast (1), Croydon (1), Stratford (2), Nottingham (3), Birmingham (2), Nottingham or Birmingham (2), Leeds (2), Bristol or Cardiff (2) and any advertised location (1). Dependent on future AO Support Officer need, there may be further vacancies in any of the advertised locations. The reserve list from this campaign will be used to fill those vacancies if location criteria for the future roles is met.

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

Job description

It is an exciting time to join HMRC’s Large Business Team as we pride ourselves on being a great place to work. We offer a variety of Assistant Officer work, and you will be part of a supportive team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and has a sense of belonging.

Key Responsibilities

You will provide a wide range of admin support duties which may include (but are not limited to):

• Processing customer documents and correspondence.
• Providing or requesting accurate information to customers via email, letter or over the phone.
• Accessing relevant IT systems to collate information and data.
• Resolving customer queries and complaints in a courteous and professional manner.
• Using various computer systems, to create, update and maintain customer and internal records accurately.
• Maintaining various corporate databases and administrative systems.
• Making and booking travel arrangements for colleagues.
• Taking notes at meetings.
• Working collaboratively with colleagues to deliver a specific task or activity.
• Help with general administrative duties.

Most of the work you will do will be desk based, however, there may be some element of travel required if you are required to assist a Senior Colleague in face-to-face meetings with a customer at HMRC offices or visiting customers’ premises.

Appropriate training and learning will be provided, to ensure you have the skills required to successfully perform your role.

Person specification

You don’t need any existing knowledge or experience of tax to apply, but you’ll have an interest in admin support and have the following qualities:

• Team player - able to work effectively with colleagues and stakeholders across HMRC.
• Good organisational skills – able to organise and plan your work to meet deadlines.
• Strong communication skills – both written and verbal, able to effectively document and communicate outcomes.
• Analytically minded - able to think critically, analyse data and information, undertake research and solve problems.
• Focused - able to follow processes and guidance ensuring quality standards are adhered to.
• Eager to learn – be pro-active to develop the required level of skills to enable you to successfully perform your role.
• Flexible – You may be deployed onto different work depending on business priorities.

Desirable Criteria:

Experience of using Microsoft Outlook, Word, and Excel

Other Information

To hear what it’s like working as an Assistant Officer in a support role in HMRC's Large Business Directorate, we've arranged two awareness sessions where you can hear directly from colleagues doing the job. The sessions will be delivered via Teams and will cover the same content, so please only join one session:

Session 1 - 15/01/2024 12pm to 12:45pm Click here to join the meeting or call 020 3321 5238 and use the ID code 288773763# when prompted

Session 2 - 16/01/2024  4:30pm to 5:15pm Click here to join the meeting  or call 020 3321 5238 and use the ID code 631789084# when prompted.

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%

Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

How to Apply

We know applying for a job can be daunting, but try not to feel concerned, we really are a friendly team and are here to support you.

To help prepare you, below is a rundown of what to expect during the selection process.

• Eligibility Form
• Numerical Test
• Verbal Test
• Application/CV
• Interview

Tests

After submission of the first stage of your application you will be invited to complete a Civil Service Verbal Test and a Civil Service Numerical Test.  If you successfully pass both tests, you will be invited to complete the final stage of the application.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 22nd January 2024 at 23:55. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website." 

HMRC will then review the number of candidates who have passed both tests. As we often receive a very high level of applications, we reserve the right to raise the pass mark on the online tests to determine how many candidates we invite to interview. (This will not affect those who apply under the Disability Confident Scheme, Veteran Interview Scheme or Redeployment Interview Scheme, who will progress to interview in the first tranche if they meet the minimum score).

If you successfully pass our online tests, but are not invited to interview immediately, you will be placed in our holding pool in strict merit order. You may then be invited to interview at a later date. If this applies to you, we will send further information to you at the relevant stage.

CV

As part the application process you will be asked to provide your employment history under the section headed CV. It is important to note that we do not expect you to complete the CV in full, as the job history is the only section that we need you to complete. Your CV is for information purposes only and will not be scored. 

Interview

During the panel interview, you will be asked behaviour-based questions to explore in detail what you are capable of. You will also be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.

This is an example of a strengths-based question:

“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.

Interview dates are expected to be between the 5th and 16th February 2024 and will take place via video link.

After interview, a single merit list will be created and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location. 

A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

We reserve the right to raise the score required at any stage of the process in order to manage numbers.

Eligibility

To check that you are eligible to apply, review this eligibility information

Important information for existing HMRC contractual homeworkers:

This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to.

Reasonable Adjustments 

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. 

If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible.

Diversity and Inclusion

At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.

For more information on how we make this happen, review this information on our culture and values

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. 

The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. 

Locations 

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

Security Update

For more information on the level of security checks we will carry out, review this information on security checks

Further Information

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process. 

Duplicate applications for the same vacancy will also be withdrawn.

Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk

Problems during the application process 

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. 

If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact hmrcrecruitment.grs@cabinetoffice.gov.uk at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.   

Please use the subject line to insert appropriate wording e.g. Please re-open my application - 331775 & vacancy closing date 22/01/2024. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.

For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.

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

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.