HR Adviser (585R)

Job summary

People. Purpose. Potential: A career in your hands at HMRC - YouTube

HMRC is one of the largest government departments and one of the UK’s biggest organisations. We touch the lives of almost every individual and business in the country, collecting over £500 billion each year from more than 50 million customers.

Our work is critical to delivering public services, and our people are at the heart of that mission. We are committed to creating an inclusive, supportive, and respectful workplace where colleagues can develop, feel valued, and make a real difference.

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

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.

There are a number of exciting roles within our teams which have a blend of telephony and administration tasks, but all of them have one thing in common, 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 phone, email, webchat and MS Teams.
• Processing key information for HMRC employees on our HR systems.
• Working as part of a team to support your colleagues and answering HR queries. These can sometimes be complex, but you’ll have the training and support to answer them.

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

Some of our roles are more telephony based than others and wanting to speak to customers on the phone is a key component to working with us, but don’t worry we’ll give you all the training and support you need to do this confidently.

Person specification

We are looking for enthusiastic individuals who are keen to learn and committed to delivering an excellent service to our customers. You’ll join a positive, team‑focused setting where others are ready to share their knowledge and support your development.

Essential criteria

You must be able to demonstrate:

• Experience working in a telephony-based role and handling customer queries over the phone.

Desirable criteria

It would also be beneficial if you have:

• Experience working in an HR-related environment.

Further location information

Important - 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:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle

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

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

Benefits

Alongside your salary of £28,016, HM Revenue and Customs contributes £8,116 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 HMRChear from our insiders or visitThinking 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 and Ability.

What to expect during the selection process

To help you prepare, here's an overview of the selection process:

• Eligibility Form.
• Civil Service Verbal Test.
• Application Form, including a 250-word behaviour statement.
• Microsoft Teams interview.

Civil Service Verbal Test - Important Information

After submitting the first stage of your application (the Eligibility Form), you will be invited to complete the Civil Service Verbal Test.

If yo