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Job description

The G6 Operational Lead role will be varied and challenging with a high level of responsibility. It includes management responsibility for hundreds of people conducting frontline customer facing work.

You will be responsible for leading a range of Benefits & Credits operational teams and activities. You will lead, motivate and empower our people to deliver performance and sustain delivery and engagement through change.

You will develop and build the capability of our people at every level of the organisation, listening and coaching others to deliver strong performance. You will role model expected behaviours, improve engagement, trust and collaboration both within your area and in the wider Benefits & Credits team.

  • Leading and managing a number of delivery groups in an operational environment, providing visible leadership, driving innovation and engaging people
  • Supporting, developing and delivering the strategic direction for Benefits & Credits Operations
  • Advocating and driving forward continuous improvement to deliver efficiencies
  • Driving performance and quality to meet customer service aspirations. Working closely with Planning, Performance & Reporting to hold delivery managers accountable for results
  • Building an efficient and flexible operational workforce focused on our customers' needs
  • Motivating, developing and empowering people across Benefits & Credits
  • Solving challenging issues as they arise
  • Working with communications business partners to ensure effective delivery of face-to-face key messages, including workforce change announcements
  • Supporting our people through a period of change as we move to Regional Centres and help to build a regional identity built on our core values
  • Leading on a number of portfolios/projects across Benefits & Credits
  • Representing the Deputy Director with full decision making responsibility at a variety of meetings
  • Building relationships and working corporately with teams across Benefits & Credits, Customer Services Group, HMRC and Other Government Departments to ensure joined up coherent strategies, processes and products

    Essential Criteria:
  • The ability to lead teams through change and ambiguity
  • The ability to communicate and connect with teams, landing messages successfully
  • The ability to build relationships with colleagues across the organisation
  • The ability to understand the broader organisation, its direction and ability to translate it to your team


    We'll assess you against these behaviours during the selection process:
    • Leadership
    • Seeing the Big Picture
    • Communicating and Influencing
    • Delivering at Pace



  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension

    If you are applying for a role in an office within a regional center location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department's Daily Travel Assistance guidance.

    Things you need to know


    Successful candidates must pass a disclosure and barring security check.

    Selection process details

    This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.

    The way in which we recruit has changed. The introduction of the Success Profile Framework moves recruitment away from using a purely competency based system of assessment. It introduces a more flexible framework which assesses candidates against a range of elements using a variety of selection methods.

    As part of the application process you will be tested against the following behaviours:
  • Leadership
  • Seeing the Big Picture
  • Communicating and influencing
  • Delivering at pace

    To apply:

    Candidates should complete the advertised CS Jobs application process (by submitting a CV and 1250 word statement of suitability) explaining how they meet the listed essential skills and the four behaviours above.

    The Sift

    An initial sift based on behaviour 1 (Leadership) may be held if a large number of applications are received. If your application progresses to a full sift, all behaviours within your statement will then be considered, alongside your CV.

    The Interview

    Candidates invited to interview will undertake a blended assessment against the Civil Service Success Profile Behaviours Framework and the Success Profile Strengths Dictionary.


    Candidates will be expected to give a 5 minute presentation on Leadership.

    Behaviours questions

    Behaviours relate to whether applicants have the skills to carry out specific tasks by asking for examples of their experience.

    An example of a behaviour question would be;
    'Tell me about a time when you've had to deal with a difficult customer requirement.'

    The behaviours to be tested for this role are listed above, please ensure you refer to the Civil Service Success Profiles Behaviours framework at Level 4. This will provide you with an overview of the expected performance expectation for this post against the above behaviours.

    Strengths questions

    These questions highlight what energises a person, what they like to do and what is important to them; which are innate so cannot be learned. It is difficult to prepare for the interview with these types of questions as there is no right or wrong answer.

    The interviewers are looking to find out what kind of activities engage and energise candidates to assess abilities and look for genuine pride in what they do.

    Questions are asked quickly to get a sense of your first natural response.

    Examples of strength based questions are:
  • What motivates you?
  • What do you like doing?
  • What makes this enjoyable?
  • Can you think of one small manageable step that would improve x for you?

    Sift and interview dates as well as the interview location to be confirmed.

    Feedback will only be provided if you attend an interview.

    Further Information

    Any move to HMRC will mean you will no longer be able to carry on claiming childcare vouchers.

    A reserve list will be held for a period of 12 months from which further appointments can be made.

    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.

    Security Update

    If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

    Successful candidates must pass an Access NI check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

    In order to process applications without delay, we will be sending a Criminal Record Check to Access NI on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-Employment.Checks@cabinetoffice.gov.uk stating the job reference number in the subject heading.

    New entrants are expected to join on the minimum of the pay band.

    In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce. These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. There will also be a small number of specialist sites, where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. In addition, our Welsh language service has people in specialist roles located in Porthmadog, as well as Cardiff. If you are recruited into an office that is not one of these locations, you will be expected, subject to HMRC's applicable policies, to move to one of these locations in the future. In some cases this will be via a transitional site. If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. If you are a current HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC. For more information please contact the vacancy holder.

    Terms and Conditions

    Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit https://www.gov.uk/government/organisations/hm-revenue-customs/about/recruitment#annual-leave


    If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

    Reasonable adjustment

    If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

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

    Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.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.

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

    Nationality requirements

    Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .

    Working for the Civil Service

    The Civil Service Code 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 .

    The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

  • Industry
    Job Sector
    Human Resources
    Job Position
    Compensation & Benefits
    Estimated Salary
    £62,789.00 - £70,779.00
    Belfast, UK Show on map
    Post date
    Closing date

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