Recruitment Quality Assurance & Training Manager
Recruitment Quality Assurance & Training Manager
- Closing on: Dec 23 2025
- £37,682 - £40,705
As Quality Assurance & Training Manager, you will lead a dual-function team responsible for embedding high standards across UBS Recruitment through structured learning and robust quality assurance. You'll ensure new starters are set up for success, recruitment principles are upheld, and continuous improvement is driven through data-led insights and collaborative working.
This role sits at the heart of service excellence, working closely with operational colleagues to ensure our recruitment service is consistent, compliant, and connected to purpose.
This is an exciting opportunity to contribute to the design of a new team. A creative vision and adaptability are key as we adapt to the needs of a continually evolving service.
Person specification
In this role, you will:
• Oversee onboarding and development of new entrants across the wider team, ensuring induction processes are scheduled, learning pathways are completed, and operational readiness is achieved, through a team of Officers.
• Lead the design and delivery of best-practice training, contextual briefings, and capability-building sessions to ensure teams are equipped with the tools and knowledge to perform effectively.
• Manage and monitor quality assurance activities, setting standards, reviewing outputs against established frameworks, and using insights to drive improvements across the service.
• Provide strategic direction and prioritisation, identifying key areas for upskilling, responding to emerging needs, and ensuring alignment with organisational goals.
• Drive continuous improvement, using feedback, performance data, and frontline insights to evolve the service and enhance delivery outcomes.
• Champion service adaptation, working collaboratively with stakeholders to refine processes, embed learning, and ensure the service remains responsive and effective.
Essential Criteria
- Demonstrable experience leading a robust quality assurance or training function which has contributed to delivery of positive business outcomes.
- Proven ability to design & deliver training programmes using a variety of formats and media.
- Experience coaching staff to meet quality targets and KPIs, with a track record of performance improvement.
- Excellent stakeholder engagement and interpersonal skills, with the ability to influence and build rapport across all levels.
- Skilled in analysing performance data and customer feedback to drive strategic improvements.
- Self-motivated, proactive, and confident in delivering structured feedback and supporting team development.
- Comfortable working in a change-driven environment with a focus on continuous improvement.
Desirable Criteria
Experience in a Recruitment-specific landscape, including use of Applicant Tracking Systems (ATS).
Transitional Sites
For more information on where you might be working, review this information on our locations .
If your location preference is for the following site, it's important to note that this is not a long-term site 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.
The site is:
Behaviours
We'll assess you against these behaviours during the selection process:
We'll assess you against these technical skills during the selection process:
Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 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.
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:
You may choose to focus on a specific area of the Recruitment journey, e.g Advertising, or Communications to candidates.
We've included this task to give you the opportunity to showcase your practical approach to quality assurance. The template you design should reflect how you would embed consistency, compliance, and continuous improvement within a recruitment service. This helps us understand your ability to translate principles into usable tools that drive high standards.
Your template should demonstrate:
Structure and Clarity
A logical layout that is easy to follow and practical for day-to-day use.
Coverage of Key Quality Areas
Consider what aspects of recruitment quality should be monitored (e.g., compliance, candidate experience, accuracy of data, timeliness).
Usability and Efficiency
How well the template supports quick, consistent checks without unnecessary complexity.
Alignment with Purpose
Reflect how the template helps uphold recruitment principles and drive continuous improvement.
Adaptability
Can it be scaled or tailored for different roles or processes?
Format:
You may submit your template in Word, Excel, or PDF format. There is no prescribed design - use your judgment to create something that is practical and effective.
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 interview.
Further details around what this will entail are listed on the application form.
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.
Sift
In the event of a large number of applications being received, an initial sift may be held on the Personal Statement.
At full sift your Personal Statement, attached exercise and the Lead behaviour Changing and Improving 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, Behaviours (Changing and Improving, Communicating and Influencing and Making Effective Decisions), Strengths and a presentation will be assessed.
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 - [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 .
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.
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.
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.
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:
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 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:
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 :
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.
This role sits at the heart of service excellence, working closely with operational colleagues to ensure our recruitment service is consistent, compliant, and connected to purpose.
This is an exciting opportunity to contribute to the design of a new team. A creative vision and adaptability are key as we adapt to the needs of a continually evolving service.
Person specification
In this role, you will:
• Oversee onboarding and development of new entrants across the wider team, ensuring induction processes are scheduled, learning pathways are completed, and operational readiness is achieved, through a team of Officers.
• Lead the design and delivery of best-practice training, contextual briefings, and capability-building sessions to ensure teams are equipped with the tools and knowledge to perform effectively.
• Manage and monitor quality assurance activities, setting standards, reviewing outputs against established frameworks, and using insights to drive improvements across the service.
• Provide strategic direction and prioritisation, identifying key areas for upskilling, responding to emerging needs, and ensuring alignment with organisational goals.
• Drive continuous improvement, using feedback, performance data, and frontline insights to evolve the service and enhance delivery outcomes.
• Champion service adaptation, working collaboratively with stakeholders to refine processes, embed learning, and ensure the service remains responsive and effective.
Essential Criteria
- Demonstrable experience leading a robust quality assurance or training function which has contributed to delivery of positive business outcomes.
- Proven ability to design & deliver training programmes using a variety of formats and media.
- Experience coaching staff to meet quality targets and KPIs, with a track record of performance improvement.
- Excellent stakeholder engagement and interpersonal skills, with the ability to influence and build rapport across all levels.
- Skilled in analysing performance data and customer feedback to drive strategic improvements.
- Self-motivated, proactive, and confident in delivering structured feedback and supporting team development.
- Comfortable working in a change-driven environment with a focus on continuous improvement.
Desirable Criteria
Experience in a Recruitment-specific landscape, including use of Applicant Tracking Systems (ATS).
Transitional Sites
For more information on where you might be working, review this information on our locations .
If your location preference is for the following site, it's important to note that this is not a long-term site 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.
The site is:
- Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Communicating and Influencing
- Making Effective Decisions
- Changing and Improving
We'll assess you against these technical skills during the selection process:
- A Presentation at interview which will be given a 1-7 score on Experience.
Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 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.
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 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert.
- One 250-word Statement on behaviour Changing and Improving.
- As part of your application, please design and attach a Quality Assurance Checking Template that you believe would support high standards in a recruitment service. This will be scored on a 1-7 scale as part of the shortlisting process. Further details are provided under Additional Questions.
You may choose to focus on a specific area of the Recruitment journey, e.g Advertising, or Communications to candidates.
We've included this task to give you the opportunity to showcase your practical approach to quality assurance. The template you design should reflect how you would embed consistency, compliance, and continuous improvement within a recruitment service. This helps us understand your ability to translate principles into usable tools that drive high standards.
Your template should demonstrate:
Structure and Clarity
A logical layout that is easy to follow and practical for day-to-day use.
Coverage of Key Quality Areas
Consider what aspects of recruitment quality should be monitored (e.g., compliance, candidate experience, accuracy of data, timeliness).
Usability and Efficiency
How well the template supports quick, consistent checks without unnecessary complexity.
Alignment with Purpose
Reflect how the template helps uphold recruitment principles and drive continuous improvement.
Adaptability
Can it be scaled or tailored for different roles or processes?
Format:
You may submit your template in Word, Excel, or PDF format. There is no prescribed design - use your judgment to create something that is practical and effective.
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 interview.
Further details around what this will entail are listed on the application form.
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.
Sift
In the event of a large number of applications being received, an initial sift may be held on the Personal Statement.
At full sift your Personal Statement, attached exercise and the Lead behaviour Changing and Improving 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, Behaviours (Changing and Improving, Communicating and Influencing and Making Effective Decisions), Strengths and a presentation will be assessed.
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 - [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 .
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.
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.
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.
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.
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 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
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 : Lewis Russell
- Email : lewis.russell@hmrc.gov.uk
- Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk
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.
