HM Revenue & Customs
Correspondence and Engagement Manager
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Bristol, Cardiff, Leeds, Manchester, Telford - Plaza 1 and 2
Job Summary
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Our team is rapidly growing as we invest in new technologies and capabilities, and we are in search of enthusiastic individuals who can help us in achieving our mission. We are continually improving the service we give to our customers and, in line with this, we are creating a new response and management team within the HMRC Fraud Prevention Centre.
The Fraud Prevention Centre (FPC) is a strategic capability within HMRC Security, designed to safeguard customers and the organisation against identity-related fraud and emerging threats. Its mission is built on three interconnected pillars: Protection, Detection, and Response, all underpinned by advanced threat intelligence and customer support. The Centre operates across multiple functional areas, including Proactive Protection, Customer Support & Response, and Strategy & Advisory, to deliver a holistic approach to fraud prevention.
Job Description
This is an exciting role that provides the opportunity to be part of the recently formed Fraud Prevention Centre (FPC) Correspondence and Engagement Team, where you will provide fraud communications advice and support, while helping senior leaders to implement a new communication strategy for the FPC.
The role holder will have responsibility for leading the creation and delivery of the internal communication strategy within FPC, helping to promote the vital work the team is doing.
The role holder will manage internal communication channels, creating bespoke products to support delivery of objectives – including newsletters, presentations and briefings.
You will plan and deliver FPC all-staff calls and monitor channel performance and engagement, gathering feedback and using data to identify what is working and where improvement is required.
You will support the G7 Engagement and Correspondence lead with external customer and media communications too – including Freedom of Information (FOI) requests, Subject Access Requests (SARs), Parliamentary Questions (PQs) and briefings for HMRC Executive Committee (ExCom).
Person Specification
You will have strong communication skills and able to demonstrate working across business and technical domains. You will have excellent interpersonal skills and ability to mentor, manage and influence junior team members and broader HMRC stakeholders.
- Using data, research and insight to inform communications plans, working confidently with metrics including engagement rates and reach.
- You will be confident articulating complex messages clearly, adapting your style to suit different audiences and channels.
- You’ll be confident tailoring your approach to maximise impact, whether writing, presenting or advising others.
- You’ll have experience writing, editing and publishing digital content, making complex information accessible and engaging.
- Page creation and management of key HMRC campaign pages.
- Advocate for and ensure accessibility across our digital content.
- Work with communications business partners leads and advise on appropriate approaches to digital content and channels.
- Review, advise and support junior FPC members and establish FPC processes, standards and templates for others to follow.
- Support and deputise for Correspondence and Engagement G7 in writing reports and presentations for various senior stakeholders demonstrating sound business knowledge and communicating technical information in an understandable way to non-technical audiences.
- Review communication products created by FPC members, building their confidence and capability.
- You’ll be managing competing priorities from multiple stakeholders, while being able to maintain focus on strategic goals and handling operational demands.
- The role holder will need to be flexible and enthusiastic whilst working with some ambiguity as the team forms, grows and matures.
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This is a new and evolving role and may include additional or changing role responsibilities in the future.
Essential Criteria
The ideal candidate will have:
- Strategic communications experience – demonstrable experience of developing communications plans that support organisational priorities.
- An understanding of how communication drives outcomes and experience of articulating messages across different audiences and channels – including digital content and briefings.
- A team player who enjoys working collaboratively with colleagues across teams and business areas.
- Strong report writing and presentation skills and be creative in how to visualise data.
- Comfortable working in a new environment that may flex its focus in response to emerging issues and have a proven delivery focus. You will be eager to learn and widen your experience into new or different areas of identity work as the team matures.
- Proven experience of leading and/or mentoring others through project work or professional development activities.
- Experience of identifying process improvement areas and leading leads to implement.
- Willingness to achieve CISMP qualification (if not already held).
Desirable Criteria
- Member of Government Communications Service or you are actively working towards membership.
- If you’re not yet a member, you can demonstrate communications experience in a government or public sector context.
Any further information
The successful candidate will be required to hold or be willing to obtain Security Clearance.
There is a requirement for occasional travel and overnight stays.
Further Location Information
Please 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
If your location preference is for the following site, it’s important to note that this is not 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.
For more information on where you might be working, review this information on our locations (opens in a new window)
This Site Is
Telford Plaza, Telford - moving to Parkside Court, Telford
You will be given more information about what this means at the job offer stage.
Leeds Location
Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 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).
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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
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 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.
- A 1000-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.
Please evidence any Desirable Criteria where applicable up to 250 words max. This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on the CV.
At full sift 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, your experience will be assessed and you will be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.
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 virtually 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. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or
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