Head of Internal & Change Communications

HM Revenue and Customs

Apply before 11:55 pm on Sunday 26th September 2021


Reference number



£71,000 - £90,000
Depending on experience.


SCS Pay Band 1

Contract type


Business area

HMRC - CPO - Group Communications - Communications Directorate

Type of role

Communications / Marketing
Senior leadership

Working pattern

Flexible working, Full-time, Job share

Number of posts



Belfast, Birmingham, Bristol, Cardiff, Edinburgh, Glasgow, Leeds, Liverpool, London, Manchester, Newcastle-upon-Tyne, Nottingham

About the job


While the COVID-19 pandemic has had a devastating impact on UK and global communities, it has presented opportunities as well as challenges for internal communications in HMRC.

Our dynamic Internal Communications and Change team supports colleagues across HMRC to understand our organisational vision, celebrate our achievements and help everyone make HMRC a great place to work. The team works closely with colleagues across HMRC Communications as well as corporate services such as HR, Estates and the wider business to ensure that our workforce deliver their best for our customers and have a community we can all take pride in.

We need to harness the positive sentiments and engagement within our organisation including; pride in our organisation and the public services we are delivering and the visibility of our leadership, who have been hugely active in showing their open and human side to the challenges we are seeing.

Equally, there are ongoing concerns about the future such as returning to work, pay and contract reform, continuing respect for circumstances, regional centre changes and the impact of the economic downturn.

Job description

With over 50,000 colleagues working from home for an extended period, we also need to answer some fundamental questions about where and how we work in the future.

Our current Internal Communications objectives are therefore to:
• Retain and build on the gains that have been made internally through the crisis to date
• Build and sustain consensus around our future direction for the next phase
• Support business priorities, remaining flexible and responsive.


The Head of Internal & Change Communications owns and leads delivery of the department’s internal communications strategy to:

Contribute to development and delivery of the overarching HMRC Communications strategy by:

• Resetting our internal communications strategy to reflect the department’s 5-year plan and overall vision and purpose
• Supporting our ‘great place to work’ programme with proactive and engaging content and communication, drawing in the broader Civil Service reform ambition
• Overseeing a review of our intranet as we move to a new platform and service offer
• Promoting ExCom visibility through a programme of visits, online Q&As and other communications and engagement activity
• Leading delivery of key corporate leadership engagement activities alongside HR, including regular Enterprise Leadership Group and Senior Leaders’ Group meetings

Co-lead the HMRC Communications function and lead the HMRC internal communications function by:

• Championing the Government Communication Service and HMRC professional standards
• Deputising for the Director of Communications as required
• Working with fellow HMRC Communications heads of function to develop communications plans and strategies
• Line managing the Head of Content & Channels, Head of Communication Business Partners, Head of Strategic Change Communication
• Chairing the Internal Communication Board to ensure alignment and coordination across all HMRC Group communications activity
• Ensuring the HMRC internal communications strategy is aligned and consistent with this and leading its delivery with a focus on developing and supporting managers and leaders as communicators

Provide internal communications advice to the HMRC Permanent Secretaries, Director of Communications and other ExCom members and senior leaders amongst other corporate service functions by:

• Providing strategic counsel and internal communication support on key themes and issues
• Setting stretching goals and targets for the Internal Communication and Change function
• Acting as a sponsor for the professional development of internal and change team members

Represent HMRC Communications and play an active leadership role in key departmental work programmes, including:

• Enterprise Leadership Group
• Senior Leadership Group
• Building our Future Locations Sponsor Group
• Building our Future Programme Board
• COVID-19 Workforce Response Programme Board
• Corporate Services Design Authority
• Pay and Contract Reform Programme Implementation Board
• Respect at Work Programme Board
• Building our Future Locations

Support the Government Communication Service and cross-government internal communications activities by:

• Acting as principal point of contact for Cabinet Office and other government departments for cross-government communications activities, including HMRC publication of Cabinet Secretary messages
• Representing HMRC at cross-government Heads of Internal Communication meetings
• Supporting the Government Communication Service professionalism agenda

Person Specification

Essential Criteria:
• Evidence of having managed large-scale internal communications, ideally in a customer-focused organisation
• Experience of leading culture change communications, including knowledge of the COM-B/IN CASE framework relating to behaviour change
• Passionate about improving employee experience through innovative channel use and engaging content
• Evidence of supporting senior leadership visibility and engagement within a complex organisation

Desirable Criteria:
• A professional communications qualification (e.g. CIPR, IOIC, PRCA) would be an advantage, but not a necessity 
• A good understanding of project and programme management is desirable or alternatively, demonstrable track record of delivering against a complex project plan over several months


• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Whatever your role, we take your career and development seriously, and want to enable you to build a really successful career with the department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits.

This includes:

• 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years’ service. This is in addition to your public/bank holidays.
• This will be complemented by one further day paid privilege entitlement to mark the Queen’s Birthday.
• Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle.
• A competitive contributory pension scheme that you can enter as soon as you join where we will make a significant contribution to the cost of your pension; where your contributions come out of your salary before any tax is taken; and where your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.
• Flexible working patterns and access to Flexible Working Schemes allowing you to vary your working day as long as you work your total hours.
• Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers.
• The use onsite facilities including fitness centres and staff canteens (where applicable).
• Occupational sick pay.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check.

See our vetting charter.
People working with government assets must complete basic personnel security standard checks.

Selection process details

To apply for this post, you will need to complete the online application process which includes completing the application form as outlined below:

1. A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.

2. A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the criteria in the person specification.

Failure to submit a CV and a Statement of Suitability will mean we only have limited information on which to assess your application against the criteria in the person specification. Please ensure that the two documents contain your full name.

Should you encounter any issues with your application please get in touch with us on: kamen.hulbert@HMRC.gov.uk

If you do not receive an acknowledgement of your application within 48 hours, please contact us.

An application pre-sift will be conducted by the SCS Recruitment Team followed by an in-depth review by the Vacancy Holder and Panel.

The panel will assess and select applicants who demonstrate the best fit with the role by considering the evidence provided against the criteria set out in the ‘Person Specification’. Failure to address any or all of these may affect your application.

A decision is expected to be made by week commencing 11th October 2021 and all shortlisted candidates will be advised of the outcome shortly afterwards.

All shortlisted candidates may be offered an opportunity to have an informal conversation with a member of the panel. This is not an assessment phase but is an opportunity for each candidate to gain greater insight into the context of the role. This is optional, but highly recommended.

If shortlisted for interview, you will be asked to take part in an Individual Leadership Assessment and Staff Engagement Exercise.

These are a series of psychometric tests that do not result in a pass or fail decision, rather, they are designed to support the panel’s decision making and highlight areas for further exploration at interview.

Full details of the assessment process will be made available to shortlisted candidates should they be required.

We will send you a copy of any report for any assessment that you may have undergone as part of the recruitment process (where applicable).

You will be asked to attend an interview for a more in-depth discussion of your previous experience and professional competence.

We will also ask you to prepare a 5 minute verbal presentation. Details will be issued in advance of your interview.

Given the current situation with the pandemic, interviews are being conducted via video (full instructions will be issued prior to interview).

Regardless of the outcome, we will notify all candidates as soon as possible once all interviews have concluded.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.
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.

Apply and further information

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 :  Kamen Hulbert
Email :  kamen.hulbert@hmrc.gov.uk
Recruitment team :
Email :  hmrc-scs1recruitment.grs@cabinetoffice.gov.uk

Further information

If you feel that your application has not been treated in accordance with the recruitment principles and wish to make a complaint then you should contact kamen.hulbert@HMRC.gov.uk in the first instance. If you are not satisfied after departmental investigation, you can contact the Civil Service Commission on info@csc.gov.uk or in writing to: Civil Service Commission, Room G/8, 1 Horse Guards Road SW1A 2HQ

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