HR Adviser

HM Revenue & Customs; North East; Hybrid; GBP 26,000 - 35,000; Full time

Job summary

Join HM Revenue & Customs in a vital customer service role where you'll support employees and provide critical HR services. This position blends telephony and administration, ideal for those eager to develop their skills in a supportive team environment. We offer competitive pay, excellent training, and a generous benefits package.

Benefits

Flexible and Hybrid Working policies

Generous leave allowance starting at 25 days

Civil Service pension contributions

Family friendly policies

Coaching and development.

Qualifications

• Previous experience in a customer service-related environment is essential.
• Enthusiasm for learning and providing excellent service is vital.

Responsibilities

• Using telephony and email to provide outstanding customer service.
• Processing key information for HMRC employees on HR systems.
• Supporting colleagues by answering HR queries.

Skills

Customer Service

Communication

Listening

Job description

Glasgow, Liverpool, Newcastle-upon-Tyne, Worthing

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.

Unity Business Services provide critical HR support to employees, from the start of their journey with HMRC and throughout important milestones in their life.

We help recruit individuals for a variety of roles, enabling our customers to feel supported.

We are the first point of contact for all HR related queries, providing an excellent Customer Service to all.

We update key employee information, so that individuals are paid on time.

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

Working in Unity Business Services means that you’ll have the opportunity to learn new skills and gain new experience, and by using your excellent customer service skills you will put our customers at the heart of everything you do.

This is an exciting role within our team which is a blend of telephony and administration tasks, where you will be key in supporting HMRC employees.

On a Daily Basis Our Roles Involve:

• Using your excellent listening and communicating skills to provide an outstanding customer service, this can be via our telephony helpline, email, dedicated HR systems and MS Teams.
• Processing Key Information for HMRC employees on our HR systems.
• Working as part of a team to support your colleagues, answering HR queries, which sometimes can be complex, but you’ll have the training and support to answer these.
  
  

This is a predominately telephony-based role and wanting to speak to customers on the phone is a key component to working with us, we’ll give you all the training and support you need to do this confidently.

You’ll be part of a supportive team who pride themselves on working together to deliver an outstanding service to our customers.

Working in Unity Business Services means that you’ll have the opportunity to learn new skills and gain new experience, and by using your excellent customer service skills you will put our customers at the heart of everything you do.

This is an exciting role within our team which is a blend of telephony and administration tasks, where you will be key in supporting HMRC employees.

On a Daily Basis Our Roles Involve:

• Using your excellent listening and communicating skills to provide an outstanding customer service, this can be via our telephony helpline, email, dedicated HR systems and MS Teams.
• Processing Key Information for HMRC employees on our HR systems.
• Working as part of a team to support your colleagues, answering HR queries, which sometimes can be complex, but you’ll have the training and support to answer these.
  
  

This is a predominately telephony-based role and wanting to speak to customers on the phone is a key component to working with us, we’ll give you all the training and support you need to do this confidently.

You’ll be part of a supportive team who pride themselves on working together to deliver an outstanding service to our customers.

Person specification

We are looking for individuals who are keen to learn, are enthusiastic and pride themselves on their ability to provide an amazing service to our customers.

You'll join a friendly and welcoming team, who will help and support you along the way.

Essential Criteria

• Previous experience of working in a customer service-related environment
  
  

Desirable Criteria

• Experience of handling customer contact telephony-based enquiries.
• Working in a HR related role.
  
  

Behaviours

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

• Managing a Quality Service
• Delivering at Pace
  
  

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service
  
  

Alongside your salary of £26,770, HM Revenue and Customs contributes £7,755 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

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

As part of the application process, you will be asked to provide the following:

• A name-blind CV including your job history and previous experiences for up to your last 5 roles with no more than 100 words per role.
• A 500-word personal statement. Your personal statement should show how you meet the the Person Specification and essential criteria
• Separate 250 word statements for the following behaviours Managing a Quality Service
  
  

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.

Online Test

After submission of the first stage of your application, you will be invited to complete a Civil Service Judgement Test,. If you successfully pass the test, 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 17th July 2025 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.

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 Personal Statement.

At full sift all behaviour statements, your CV and 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 and Strengths.

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: [e-mail] – 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.

This role is not eligible for ‘skilled worker’ sponsorship.

The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £38,700. In some cases, the minimum can be reduced to £30,960 (via ‘tradable points’) but this role pays below both amounts, and therefore is not eligible.

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, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order.

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 [e-mail] 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

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.

Additional Information

We are looking into ways to enhance the applicant experience.

As part of our legitimate interests, we are testing the use of new technologies such as automation and/or Artificial Intelligence in the assessment for CV, personal statement and behaviour statement.

Please note that for this specific vacancy, this testing may run in parallel with our standard assessment process and will not influence or determine the outcome of your application in any way. You can read the Civil Service Jobs and HMRC Privacy Notices for more information about our lawful basis for processing your personal data and HMRC’s use of AI.

If you don’t want your data to be used as part of the trial, please send your Application ID and the Vacancy Reference to [e-mail]

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.

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

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.

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.

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).

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 : Emily Hogan
• Email : [e-mail]
  
  

Recruitment team

• Email : [e-mail]
  
  

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 [e-mail]. 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.