Your role will be to:

• Draw together and analyse data and information from many different internal and external sources.
• Develop new actionable customer insights that can either improve the customer's experience of HMRC or improve their compliance.
• Plan and deliver customer insight projects for operational business areas in WMBC.
• Maintain relationships with key stakeholders and groups.

You will do this by:

• Undertaking research into a variety of customer focused subjects, reviewing the results to draw evidence-based recommendations on how to improve customer compliance through continuous improvement or new design.
• Identifying data sources that can be analysed to draw out additional customer insights.
• Looking for trends around our customer base, through quantitative data analysis, reviewing individual customer cases, or speaking directly to customers.
• Creating discussion guides that will enable you to speak to customers and caseworkers to obtain direct feedback.
• Working as part of a team to support Insight Leads and Senior Analysts by delivering high quality project work on time, maintaining engagement with relevant stakeholders to keep them informed and updated.
• Finding ways to confirm or challenge assumptions, fill knowledge gaps, improve interventions, or design new ones.
• Preparing and presenting engaging project reports to tell the story from the customer's perspective.
• Delivering customer research activities, ranging from interviews, focus groups and observations to designing and delivering surveys or larger research pieces.
• Analysing insights gathered from multiple platforms (qualitative and quantitative), identifying trends and recommendations, and presenting findings in an engaging and visual manner.
• Disseminating insight to non-technical audiences using strong interpersonal skills to help stakeholders understand and apply findings.

Person specification

We are looking for people who have the capability to:

• Put themselves in the shoes of customers, understand their needs and represent their views to senior leaders appropriately.
• Confidently talk to customers, agents, representative bodies and stakeholder forums about their experiences and requirements.
• Use insight tools to analyse different forms of data to identify themes and trends to inform WMBC innovation and delivery.
• Effectively communicate using verbal, written and presentation skills to technical and non-technical audiences.
• Support, plan and deliver operational changes based on insight.
• Manage conflicting demands and priorities and deliver to tight deadlines.
• Support the design and delivery of insight generation workshops.
• Support colleagues with the production of visually engaging insight summaries.
• Build effective relationships and work closely with others - both within the customer insight team and across the business. This also includes building links with a range of other analytical teams in HMRC, to ensure we are making best use of their evidence for customer insight products.

Essential Criteria

• Excellent written and verbal communication skills and the ability to influence, persuade and deliver insights effectively.
• Excellent report writing skills.
• A genuine interest in working in customer insight and a curiosity to explore and understand an issue.
• Experience in conducting in depth interviews, focus groups or other qualitative research methodologies.
• A good working knowledge of Microsoft Excel, Word and PowerPoint.

Desirable Criteria

• Experience of analysing and interpreting large data sets.
• Ability to confidently work with colleagues at all levels of seniority.
• Knowledge of or interest in tax.
• Experience of designing questionnaires, discussion guides or other research tools to collect data.
• Experience of completing quantitative and/or qualitative data analysis and using the insight to make evidence-based recommendations.
• Experience in synthesising evidence from multiple sources such as qualitative and quantitative research or management data, to distil it down into tangible, and applicable insight.
• MRS Advanced Certificate in Market and Social Research Practice.

Behaviours

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

• Communicating and Influencing
• Making Effective Decisions
• Working Together

Technical skills

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

• You will also be asked to undertake a practical exercise where you will need to analyse some complex data and explain your conclusions - exact question to be confirmed at interview stage

Benefits

Alongside your salary of £36,320, HM Revenue and Customs contributes £10,521 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

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, Experience and Technical skills.

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, qualifications and previous experiences for up to your last 4 job roles. Give a brief summary of what you delivered and any key achievements in each role (max 100 words per role).
• A 750-word personal statement. In your personal statement you should explain why you think you have the experience to be considered for this role with reference to the person specification and essential criteria.

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.

We acknowledge that AI can assist you in your application. Find our guidelines here.

Sift

In the event of a large number of applications being received, an initial sift may be held on the CV.

At full sift your Personal Statement will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, you will be assessed on Behaviours, Strengths and an analysis and interpretation technical practical exercise. In the practical exercise, you will need to analyse some complex data and explain your conclusions - exact question to be confirmed at interview stage.

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.

Interviews will take place via video link.

Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application - 399656 & vacancy closing date 23/04/2025.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application .

Reserve List

A reserve list may be held for 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.

Criminal Record Check

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.

Merit List

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.

Reasonable Adjustments

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

If you need a change to be made so that you can make your application, you should:

• Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.

Important information for existing HMRC contractual homeworkers

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Terms and Conditions

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.

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 .

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.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

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

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.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Peter Ranglin
• Email : peter.ranglin@hmrc.gov.uk
• Telephone : 03000 573695

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

Attachments
UPDATED - Combined TC and OGD Pay English - July 2024 Opens in new window (docx, 129kB)