HM Revenue & Customs
Junior User Researcher
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Worthing - Teville Gate House
Edinburgh Regional Centre - Queen Elizabeth House
Leeds Regional Centre - Wellington Place
Cardiff Regional Centre - Ty William Morgan
Newcastle Upon Tyne - Benton Park View
Please note that due to workforce controls, Newcastle upon Tyne is only available to existing HMRC staff in this location.
Job Summary
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
At HMRC, we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who works for us, and we offer a range of flexible working patterns and support to make an exciting career at HMRC accessible to you.
Diverse perspectives and experiences are critical to our success, and we encourage applications from all people from all backgrounds with the experience and skills needed to perform this role.
Job Description
As part of the Research Operations (ResOps) team, you will play a key role in ensuring HMRC's user research includes participants with a diverse range of accessibility needs, helping services meet accessibility standards and deliver better outcomes for all users.
Working as part of the team you will help ensure research activities are accessible, ethical and compliant with data protection and GDPR requirements. You will use recruitment data, participant feedback and inclusion metrics to identify opportunities for improvement and help strengthen HMRC's approach to inclusive research.
This is an exciting opportunity to influence how HMRC engages with users, improve representation in research, and build relationships that help ensure services are designed with the needs of all users in mind.
Person specification
You will lead on the recruitment of participants with low digital skills or accessibility needs, both internally and externally, working closely with researchers, charities, disability organisations and advocacy groups to build inclusive and representative participant panels. Acting as a specialist in inclusive recruitment, you will provide advice and guidance to colleagues and help embed best practice across the user research community.
You will be responsible for delivering and supporting a range of user research activities, including participant recruitment. The role also involves developing and improving processes, templates and guidance to support the delivery of high-quality, efficient and consistent research across HMRC as well as supporting the management and development of staff and contributing to team capability and performance.
Essential Criteria
- Experience of recruiting participants, customers or users for research, engagement or service improvement activities.
- Ability to lead, support and develop others, building capability, managing wellbeing and fostering a positive and inclusive team culture.
- Knowledge of inclusive recruitment practices and accessibility considerations when engaging with users.
- Experience of building effective stakeholder relationships and communicating with a range of audiences.
- Experience of managing competing priorities and using data and insight to improve outcomes and solve problems.
- Understanding of data protection, GDPR and the handling of personal information.
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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
For more information on where you might be working, review this information on our locations.
If your location preference is for the following site, it’s important to note that this is not a 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.
The Site Is
Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
You will be given more information about what this means at the job offer stage.
Leeds Locations
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.
Behaviours
We'll assess you against these behaviours during the selection process:
- Making Effective Decisions
- Communicating and Influencing
- Working Together
Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
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.
Benefits
- 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 for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Experience.
How To Apply
As part of the application process, you will be asked to provide the following:
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- A name-blind CV including your job history and previous experiences.
- A 750-word Personal Statement which 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 as outlined in the advert.
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 your Personal Statement.
At full sift your Personal Statement and your CV 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, you will be asked Behaviour-based questions on Making Effective Decisions, Communicating and Influencing and Working Together to explore in detail what you are capable of.
Interviews will take place virtually via video link.
Sift and interview dates to be confirmed.
Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.
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 have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.
The HMRC app
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You’ll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’
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