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Job description

The role can be adapted to the strengths and interests of the successful candidates. Key responsibilities are likely to include:

  • Independently leading complex behavioural projects in a timely and organised manner with little oversight
  • Pro-actively identifying opportunities for behavioural trials and using your knowledge and influence to bring your ideas to life
  • Work managing other staff, providing advice and support to ensure that high standards are maintained
  • Using theory, evidence, and primary research to diagnose behavioural problems and design and implement creative behavioural interventions
  • Running behavioural field evaluations, such as randomised controlled trials (RCTs), including analysis and reporting of data
  • Building and maintaining excellent stakeholder relationships internally, externally, and sometimes internationally
  • Providing pragmatic behavioural advice to address varied challenges across tax, savings, communications, and customer experience
  • Presenting evidence and recommendations clearly and persuasively
  • Delivering presentations/Running stakeholder workshops to promote the application of behavioural insight across the business

    Please note that we are also recruiting for similar roles at different grade levels. If you are uncertain which grade would be the best fit for your experience and skills, please contact the vacancy holder who will be able to advise.

    The successful candidate will be able to meet the following essential criteria:
  • Strong understanding of behavioural insights theory and experience of applying it to address real-world problems
  • Understanding of the ethical considerations of applying behavioural insights
  • Ability to communicate clearly and persuasively, both in writing and verbally
  • Knowledge of qualitative and quantitative evaluation methods and experience of using research methods to produce robust evidence (this may include post-graduate research)
  • Ability to form effective stakeholder relationships and negotiate confidently with staff at all levels of seniority
  • A degree in behavioural science or a related discipline
  • Related disciplines include psychology, cognitive science, sociology, economics, political science, social research, or another degree with a behavioural element.
    We can be flexible about the degree requirement if a candidate has significant relevant work experience. Please contact the vacancy holder for more information

    In addition, we consider it desirable for the candidate to demonstrate at least some of the following criteria. Please note that we do not expect candidates to demonstrate all of these criteria, and the successful applicant will be supported to develop their skills once in post.
  • Ability in visual design, prototyping, and/or interaction design
  • Experience of qualitative research, such as focus groups, depth interviews, or digital User Research
  • Ability in statistics, including inferential analyses and/or linear and logistic regressions.
  • Understanding of segmentation, machine learning, or predictive modelling
  • Knowledge about tax administration or financial decision making
  • Experience of managing individuals or teams
  • Experience using project management tools and techniques
  • Experience with any of the following software packages
    Digital data tools: Google Analytics, Splunk
    Statistical analysis: SAS, SPSS, Stata, R
    Visual design: Adobe Creative Cloud
    General: Microsoft Office Suite


    A degree in a relevant discipline (listed in job description). Exceptions can be made if applicants have significant relevant work experience.


    We'll assess you against these behaviours during the selection process:
    • Making Effective Decisions
    • Communicating and Influencing



    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 centre 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.

    Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check .

    Selection process details

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

    We have taken steps to ensure that the recruitment process is as accessible and straightforward as possible. There isn't a "typical candidate" that we are looking for, and we welcome applicants of all backgrounds and interests who meet the minimum essential criteria.

    Applications will be assessed using Success Profiles, and will assess your Behaviours, Strengths and Experience.
    The process will consist of an initial sift followed by an interview for shortlisted candidates.

    At the sift stage, you will be asked to submit the following:
    1. An anonymised CV
    2. A 500-word proposal on how you would use behavioural insight to address a given policy challenge (see below), and how you would evaluate it
    3. A 500-word personal statement addressing how you meet the essential criteria, and giving examples of work that you have successfully delivered (this can be from your professional or academic experience)

    For your proposal, you can choose one of the following policy challenges:
  • Reduce the number of customers calling to chase the progress of submitted forms
  • Encourage customers to start filing their tax returns more than 1 month in advance of the deadline
  • Encourage customers receiving tax credits to inform HMRC promptly of any changes in their circumstances that may affect their claim

    Further information about the requirements will be available once you start your application.

    If you successfully proceed to the interview stage, you will be asked to give a short presentation on their proposal.

    In addition, you will be assessed on their Strengths and the following Civil Service Behaviours:

    1. Making Effective Decisions
    2. Communicating and Influencing

    More information can be found in the Civil Service Behaviours Framework and the Civil Service Strengths Dictionary.

    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

    Pay 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@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.

    In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service 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.

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

    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
    Customer Service
    Job Position
    Customer Service Advisor
    London, UK Show on map
    Post date
    Closing date

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