Cardiff, Croydon, Edinburgh, Leeds, Manchester, Newcastle-upon-Tyne, Stratford Job Summary 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 chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert. Could you deliver high-quality social research evidence that makes a difference? Joining our friendly Customer Research team, part of Customer Understanding and Behaviour (CUB), as a research officer, offers you that opportunity. HMRC is the UK’s tax, payments and customs authority. We have a vital purpose, we collect the money that pays for the UK’s public services and help families and individuals with targeted financial support. Our ambition is to become one of the most digitally advanced tax administrations in the world, transforming the tax system to make it more effective, efficient and easier to comply with. Timely, robust and accessible social research is a critical enabler of this transformation, ensuring that the design and optimisation of HMRC's systems is based on evidence that informs, challenges and shapes the tax system of the future. Job Description HMRC is a mainstream Government Social Research (GSR) department with over a hundred social research posts working in multi-disciplinary analytical teams across the organisation. Many of HMRCs social researchers work in Customer Understanding and Behaviour (CUB), and Customer Research is a team of ten social researchers currently located across regional centres in Croydon, Leeds, Newcastle and Stratford. Occasional travel (around once or twice per month) is expected as it is likely your line-manager will be in a different location, as will other members of your team. The team focuses on generating findings which can shape strategy design and operations. This role will involve designing and managing research projects with a focus on improving customer experience. You will work alongside other functions within CUB to deliver a holistic insight solution to business problems through the delivery of research alongside wider customer and behavioural insight colleagues. Responsibilities Your responsibilities as a research officer could include: Supporting and leading on the design and delivery of quantitative and qualitative research projects which enable the department to make timely, evidence-based decisions. Building and managing relationships with policy and operational colleagues throughout HMRC to ensure maximum buy-in and impact of analytical work delivered. Managing relationships with researchers and academia to ensure successful delivery of meaningful outputs from commissioned research projects. Joining us in HMRC is an excellent opportunity to develop your career as a social researcher in central government. We offer a range of opportunities to deliver research across a wide range of policy and operational areas. GSR members are an active community and meet regularly through internal conferences, groups working across teams and departments, and socials. We have a strong culture of continuous learning and development and shortly after joining, you will discuss and agree a development plan with your line manager so that your work priorities and training opportunities can be tailored to your professional and development objectives. HMRC is a mainstream Government Social Research (GSR) department with over a hundred social research posts working in multi-disciplinary analytical teams across the organisation. Many of HMRCs social researchers work in Customer Understanding and Behaviour (CUB), and Customer Research is a team of ten social researchers currently located across regional centres in Croydon, Leeds, Newcastle and Stratford. Occasional travel (around once or twice per month) is expected as it is likely your line-manager will be in a different location, as will other members of your team. The team focuses on generating findings which can shape strategy design and operations. This role will involve designing and managing research projects with a focus on improving customer experience. You will work alongside other functions within CUB to deliver a holistic insight solution to business problems through the delivery of research alongside wider customer and behavioural insight colleagues. Your Responsibilities As a Research Officer Could Include Supporting and leading on the design and delivery of quantitative and qualitative research projects which enable the department to make timely, evidence-based decisions. Building and managing relationships with policy and operational colleagues throughout HMRC to ensure maximum buy-in and impact of analytical work delivered. Managing relationships with researchers and academia to ensure successful delivery of meaningful outputs from commissioned research projects. Joining us in HMRC is an excellent opportunity to develop your career as a social researcher in central government. We offer a range of opportunities to deliver research across a wide range of policy and operational areas. GSR members are an active community and meet regularly through internal conferences, groups working across teams and departments, and socials. We have a strong culture of continuous learning and development and shortly after joining, you will discuss and agree a development plan with your line manager so that your work priorities and training opportunities can be tailored to your professional and development objectives. Person specification This role will suit someone who wants to work with multiple stakeholders across multiple projects. They will be enthusiastic about working with others to clearly define research questions and design solutions to answer them in time to inform policy and strategy decisions. GSR Requirements And Qualifications To apply for this role, you must either be a current member of the GSR profession or be eligible to join. To be eligible to join you must fulfil either the qualification or work experience criteria (see Government Social Research Membership and Eligibility Guidance - GOV.UK) Essential Criteria Strong social policy or other social research methods and/or analytical, statistical and numeracy skills. Ability to accurately evaluate competing data sources and identify salient points to draw sound, logical inferences (lead criterion). Confident evaluating the strengths and weaknesses of methodological approaches (qualitative, quantitative, mixed-methods). Ability to apply methodological knowledge to design research to meet an evidence need. An interest in policy / operational process and desire to see research having an impact on decision-making. Strong interpersonal and communication skills, with the ability to work collaboratively and convey complex information in an engaging, straightforward, and accessible way to a wide range of audiences. Comfortable working on multiple projects simultaneously, ensuring deadlines are met and working flexibly as needed. Ability to identify and respond to potential risks. Desirable Criteria Experience designing and managing primary research. Experience of using evidence to improve customer experience. Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Working Together Managing a Quality Service Technical skills We'll assess you against these technical skills during the selection process: GSR - Professional Expertise - Technical Skills GSR - Professional Expertise - Using and Promoting Social Research Alongside your salary of £36,320, HM Revenue and Customs contributes £10,521 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. 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 Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills. How To Apply Candidates who are not currently GSR badged will be asked to complete a knowledge test prior to completing the full application. This will take place online. We ask that you please do not use AI to assist you in the knowledge test. All candidates will also be tested on their technical skills at interview. As part of the application process, you will be asked to provide the following: A 250-word statement on the lead Essential Criterion to cover strong social policy or other social research methods and/or analytical, statistical and numeracy skills. Ability to accurately evaluate competing data sources and identify salient points to draw sound, logical inferences. A 750-word personal statement - please detail how your experience matches the roles and responsibilities outlined in the job description and how you meet any of the essential criteria mentioned (apart from the lead criterion), providing evidence where possible. Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at sift or interview if in a tie break scenario. Further details around what this will entail are listed on the application form. We acknowledge that AI can assist you in your application. Find our guidelines here. Sift In the event of a large number of applications being received, an initial sift may be held on Essential Criteria the lead being "Strong social policy or other social research methods and/or analytical, statistical and numeracy skills. Ability to accurately evaluate competing data sources and identify salient points to draw sound, logical inferences." At full sift 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, you will be assessed on behaviour and strength-based questions and you will be asked to prepare and deliver a 5-10 minute presentation outlining your approach to delivering a programme of research on a particular topic. Further details will be provided should you pass the sift and reach this stage. Alongside the presentation, you will also be asked a series of knowledge and/ or scenario based questions designed to assess your basic statistical knowledge, use and interpretation of statistics, presentation of information, research design and methodological considerations, and consideration of research ethics. These will be on the following technical skills as listed above:- GSR - Professional Expertise: Technical Skills. GSR - Professional Expertise: Using and Promoting Social Research. 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. See: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/783316/2019-01-28-Success-Profiles-Candidate-Overview-Accessble-Version.docx We will also assess you against the GSR professional expertise competencies at a Research Officer level (See: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1120224/Government_Social_Research_Technical_Framework_v4.pdf::textThe%20Government%20Social%20Research%20%28GSR%29%20Technical%20Expertise%20Framework,and%20society%20%E2%80%93%20what%20GSR%20is%20all%20about Interviews will take place 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. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresultshmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 399603 & 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. 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'll let you know via your Civil Service Jobs account. Merit List After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location. Criminal Record Check Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy. Reasonable Adjustments We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. If you need a change to be made so that you can make your application, you should: Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresultshmrc.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. Important Information For Existing HMRC Contractual Homeworkers This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to. Terms and Conditions Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations. Questions relating to an individual application must be emailed as detailed later in this advert. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. New entrants will join on the minimum of the pay band. Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract. If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. See: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/783316/2019-01-28-Success-Profiles-Candidate-Overview-Accessble-Version.docx Feedback will only be provided if you attend an interview or assessment. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills. Security Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This Job Is Broadly Open To The Following Groups UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. The Civil Service Code (opens in a new window) 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 (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window). This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact Name : Sarah Beeson Email : sarah.beesonhmrc.gov.uk Telephone : 03000 580496 Recruitment team Email : unitybusinessservicesrecruitmentresultshmrc.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaintshmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.