HM Revenue & Customs
HR Adviser (585R)
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Glasgow Regional Centre - 1 Atlantic Square, Argyle Street, Glasgow, G2 8NJ, Liverpool Regional Centre - India Building, 31 Water Street, City Centre, Liverpool, L2 0RD, Newcastle Regional Centre - Benton Park View, Longbenton, Newcastle, NE98 1ZZ, Nottingham Regional Centre - 1 Unity Square, Nottingham, NG2 1AW, Worthing Specialist Site - Teville Gate House, Teville Gate, Railway Approach, Worthing, BN11 1UR
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.
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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
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 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 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 you achieve the required standard, you will be invited to complete the final section of the application form.
The Civil Service Verbal Test is not timed. As there is no time limit, additional time is not required or applied for this test. If you require any other reasonable adjustments, please refer to the Reasonable Adjustments for Online Tests Candidate Guide.
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Instructions and guidance on how to access the test will be provided with your invitation.
Please allow yourself plenty of time to complete the test. If you experience any technical issues, you must report them and provide supporting evidence before 8:00am on Wednesday 2 September 2026. Support cannot be guaranteed for issues raised after this time.
No extensions will be granted to the test deadline. We strongly recommend completing the test within 24 to 48 hours of receiving your invitation to avoid any unexpected issues close to the deadline.
For further information about Civil Service online tests, please visit: Civil Service Online Tests - GOV.UK.
Planned System Availability
Please note that the online testing platform will be unavailable during the following periods:
- Sunday 23 August 2026, 4:00pm to 7:00pm BST
- Sunday 30 August 2026, 4:00pm to 12:00am BST
Please do not attempt to launch or complete your test during these periods, as you may experience technical issues. We may be unable to provide support before the closing date if issues arise during these times.
Please ensure you leave enough time to complete and submit the final stage of your application after finishing the Verbal Test.
The deadline for both the Verbal Test and the application form is 11:55pm on Wednesday 2 September 2026.
Application form
As part of your application, you will be required to submit a 250-word behaviour statement demonstrating how you meet the Managing a Quality Service behaviour.
Your behaviour statement will be assessed at the sift stage. Candidates who achieve the required standard may be invited to attend a Microsoft Teams interview.
Interview
If you are successful at sift, you may be invited to attend a panel interview via Microsoft Teams.
During the interview, you will be assessed against the following Civil Service behaviours:
- Managing a Quality Service
- Delivering at Pace
Further details, including interview dates and guidance on joining your Microsoft Teams interview, will be provided to candidates invited to this stage of the selection process.
Please note: In exceptional circumstances, we may need to change the interview format. If this happens, we will endeavour to give candidates as much notice as possible.
To manage application volumes, we reserve the right to raise the minimum pass mark and/or assessment criteria at any stage of the selection process.
Merit List
Following the interview stage, separate merit lists will be created for each location advertised in this vacancy.
Candidates who are successful at interview will be placed on the merit list for the location they selected during the application process. Appointments will be made in strict merit order, based on candidates' final assessment scores.
A reserve list may also be held for up to 12 months. If you are placed on a reserve list, you may be considered for future vacancies that are the same as, or similar to, this role. We will notify you through your Civil Service Jobs account if this applies to you.
Holding Pool
If we receive a high number of applications, we may not be able to interview all successful candidates at the same time. In these circumstances, candidates may be placed into a holding pool after the sift stage
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