Stakeholder & Communications Lead

About the job

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

This is an External Readiness role within the Pensions and Savings Stakeholder Engagement and Comms team. We are a collaborative, delivery focused team supporting large, high profile change across Pensions and Savings and with industry partners. Our mission is to ensure external organisations, such as ISA providers, Pension Scheme Administrators, trade and professional bodies, and representative groups, have the information, support and confidence they need to be ready on time, every time. We work closely with policy, product, service, operations, communications and digital teams to plan, track and assure external readiness throughout delivery.

This is a visible and rewarding role at the heart of a nationally significant programme, with direct impact on external organisations and customers. There is supportive leadership, flexible working options and access to learning and development within the Project Delivery profession.

A candidate session will be held on Thursday 22nd October at 11.30 which will provide you with more insight into the benefits of working as a Stakeholder Engagement & Communications(External Readiness) Lead within HMRC and the exciting work this involves. Please complete this form to register for the event and the details on how to join will be emailed to you Candidate Information Session - Stakeholder & Communications Lead - Thurs 22nd Oct @ 11:30 - Fill in form

Job description
As External Readiness Lead, you will be the project's focal point for external readiness and engagement, building strong relationships, setting clear expectations, and driving the plans, evidence and assurance needed for successful implementation of change.

Person specification

You will:

• Act as the single point of contact for external readiness with key industry and representative stakeholders, ensuring alignment on scope, timelines and deliverables.
• Build on and maintain the existing targeted external engagement and communications plan, segmenting audiences and tailoring materials to drive clarity and timely action from stakeholders.
• Lead and further develop the approach to service go-live from the external readiness perspective, onboarding and external customer support.
• Run and develop existing readiness assessments (e.g., structured checkpoints, surveys, evidence packs), analyse findings, and implement escalation and support routes to address gaps.
• Lead and support existing effective readiness forums/working groups where external organisations and HMRC colleagues share insights and work together to resolve issues and shape readiness plans. Establish new forums/working groups where required.
• Use customer and user insight and research to inform communication and interventions; commission or oversee specific pieces of insight where needed.
• Lead the production of clear, targeted products-briefings, decks, FAQs, newsletters and guidance, so stakeholders understand what's changing, what they need to do and by when.
• Maintain and develop existing governance and RACI Matrix across external readiness streams, integrating with programme risk, issue and dependency management to protect delivery confidence.
• Contribute to core programme management artefacts (plans, risk and issue assessments (RAID), reporting) and provide senior level assurance on external readiness status and risks.
• Have experience establishing and chairing external industry forums or working groups.
• Have experience of commissioning or using qualitative/quantitative research to shape communications and change plans.
• Demonstrable experience of collaborating and partnering across a wide range of stakeholders to achieve complex outcomes .
• Familiarity with large public sector/digital transformation programmes and cross government ways of working

Essential Criteria

We will sift on the criteria below, please provide clear, evidenced examples in your CV

• Experience & Understanding: A proven comprehensive understanding of the UK Pensions and Savings Industry from both an operational, technical and digital perspective, as well as a demonstrable understanding of the legislative and regulatory framework that governs the UK Pensions and Savings industry. Or a proven track record of successfully leading external readiness activity for large scale/complex government/organisation change, preferably involving organisations rather than individual citizens.
• Stakeholder leadership: A strong track record of forging effective relationships with senior external and internal stakeholders in complex or challenging environments, with the ability to influence, negotiate and maintain trust.
• Engagement & communications: Expertise in turning complex change into clear, persuasive written and verbal messages; confident presenting to varied audiences and tailoring content by segment.
• Planning & delivery: Proven ability to build and deliver engagement/readiness plans for large/complex changes, work at pace to tight deadlines, and coordinate activities across multi disciplinary teams.
• Readiness assessment & assurance: Experience designing or running structured readiness checks, interpreting evidence/insight, and leading mitigation and escalation to closure.
• Governance & RACI Matrix: Demonstrated ability to define roles and responsibilities across organisations, and uphold high standards of programme governance.
• Project Delivery fundamentals: Proficiency across stakeholder engagement, risk & issues management, and business change/implementation, consistent with Project Delivery Capability Framework expectations for Grade 7/Senior Leadership roles.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a 'Further Location Preferences (optional)' field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office closures

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 are:

• Centenary Court, Bradford - moving to 7 and 8 Wellington Place, Leeds
• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Lynx House, Portsmouth - moving to an alternative office in Portsmouth
• Telford Plaza, Telford - moving to Parkside Court, Telford
• Waterview Park, Washington - moving to Pilgrims Quarter, Newcastle

You will be given more information about what this means at the job offer stage.

Leeds Locations

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC's Moves Adjustment Payment guidance.

Behaviours

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

• Communicating and Influencing
• Leadership
• Working Together
• Seeing the Big Picture

Technical skills

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

• You will be asked to deliver a technical presentation of no more than 10 minutes on Stakeholder Engagement . Further details will be provided to successful candidates prior to interview.

Benefits

Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

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

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 (opens in a new window) for more information on appropriate and inappropriate use.

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. Your CV should include up to your last 4 roles and no more than 150 words per role.
• A 750-word personal statement. Your personal statement should show how you meet the person specification and essential criteria.
• Separate 250 word statements for the following behaviours
  Communicating and Influencing
  Leadership
  Working together
  Seeing the Big Picture

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

Sift

In the event of a large number of applications being received, an initial sift may be held on the behaviour - Communicating and Influencing

At full sift all behaviour statements and your CV 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 Technical skills. You will be asked to deliver a technical presentation of no more than 10 minutes on Stakeholder Engagement linked to the Project Delivery framework - https://projectdelivery.gov.uk/pdcf/stakeholder-manager-g7/ . Further details will be provided to successful candidates prior to interview.

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. Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form . Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application - [insert vacancy ref] & vacancy closing date [insert date]'.

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

Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.

Sponsorship

We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.

The HMRC app can help you with your application

The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.

If successful in your application, you will need your National Insurance number for the onboarding process.

Download the HMRC app now and save your National Insurance number to your digital phone wallet.

How to download the HMRC app and sign up for an account

Download the free HMRC app from the App Store or Google Play store.

If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.

You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.

You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services .

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.

Hybrid working at HMRC

HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).

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.

Technical Support
If you are experiencing problems that cannot be resolved by our ' help ' section, then technical support is available. You will receive a reply in 2 working days.

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. Please consider the advertised office locations for this role when applying and only select locations from the 'location preferences' section that you can travel to.

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.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK .

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

Security
Successful candidates must undergo a standard (or equivalent) 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 : Toni Clark
• Email : toninicola.clark@hmrc.gov.uk

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. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. 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.