Knowledge Management

• Provide strategic oversight of knowledge management practices, ensuring critical operational knowledge is captured, maintained, and accessible.
• Ensure guidance, playbooks, and documentation are accurate, up-to-date, and user-friendly.
• Work with SMEs to validate and continuously improve operational guidance and learning materials.
• Promote best practice in knowledge sharing, accessibility, and information governance.

Stakeholder Engagement & Collaboration

• Build strong relationships across FPC, CDIO, and wider HMRC to ensure alignment and adoption of quality and process standards.
• Influence senior stakeholders to drive consistent approaches to process design, quality assurance, and knowledge management.
• Represent FPC in governance, assurance, and process communities of practice.

Data, Insight & Reporting

• Establish effective mechanisms for monitoring quality, process adherence, and knowledge utilisation.
• Produce insight-led reporting to inform decision-making and continuous improvement.
• Ensure data accuracy, integrity, and transparency within quality and process reporting.

Essential Criteria

• Proven experience of leading and developing teams within a quality, process, governance, or operational environment.
• Strong expertise in process management, including designing, documenting, and governing end-to-end processes.
• Experience of establishing and delivering quality assurance frameworks and driving continuous improvement initiatives.
• Demonstrable experience of knowledge management, including maintaining operational guidance, playbooks, and documentation.
• Strong stakeholder engagement and influencing skills, with the ability to drive consistency and change across organisational boundaries.
• Ability to operate in complex, evolving environments, prioritising effectively and delivering at pace.

Desirable Criteria

• Experience of embedding continuous improvement methodologies (e.g. Lean, Six Sigma, or equivalent).
• Understanding of fraud prevention, identity verification, or customer support operations.
• Experience working within HMRC or a similarly regulated government or security environment.
• Knowledge of HMRC process architecture, governance frameworks, or operational standards.
• Experience of implementing or working with knowledge management systems or digital learning platforms.
• Familiarity with performance measurement frameworks and use of tools such as Power BI for reporting and insight.

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 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.

• Telford Plaza, Telford - moving to Parkside Court, Telford
• Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford

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.

Benefits

Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 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.

Things you need to know

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 (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. Your CV should cover up to a maximum of your last 5 roles. The word limit for each role is 100 words. Please outline your key responsibilities and any significant achievements for each position.
• 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 Key Responsibilities and Essential Criteria as outlined in the Person Specification.

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 your 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