Customer Content Manager

HM Revenue and Customs

Apply before 11:55 pm on Monday 21st June 2021


Reference number



£52,077 - £58,707


Grade 7

Contract type

Fixed Term

Length of employment

Fixed Term appointment until March 2022

Business area

HMRC - CPO - Other - CPO Group - HMRC Communications

Type of role


Working pattern

Flexible working, Full-time, Job share, Part-time, Compressed Hours

Number of posts



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

About the job


This is a very exciting time to join us!

HM Revenue & Customs (HMRC) is the UK’s tax, payments and customs authority, we have a vital purpose, and we collect the money that pays for public services and help families and individuals with targeted financial support.

We’re transforming the way we connect with our customers, using language, tone and clear calls to action to make tax as simple as it can be. We want to better understand customer behaviour and how they respond to us, getting the best value out of our communications, regardless of the channel they are delivered in.

We believe passionately in making our customer letters, emails, text messages and web content the best they can be. Our ambition is for the majority of our customers to choose to engage with us digitally, and that when they do so they get an excellent service and experience.

Our strategy is to use the existing paper products, which our customers trust, to encourage them to switch to digital which will help to reduce the amount and content of paper we send.

Job description

The Customer Content Manager has an integral part to play in getting tax right for everyone. This role will be part of a team working to improve thousands of products that reach millions of customers each year.

You will shape and refine customer communications, creating clear and encouraging products that are delivered through all of our channels. This will help customers to get their taxes right and support us to become a trusted tax organisation.


Within your role you will:

• Be a strategic partner and adviser to the business, with the ability to translate complex policies into clear and effective customer communications.
• Develop engaging content suitable for a range of channels and audiences.
• Support our digital transformation by encouraging customers to switch to digital channels, helping reduce the need to contact us and the amount of paper we send.
• Set standards and provide editorial control for high volumes of products to ensure appropriate content, messaging, tone and consistency.
• Champion writing styles to ensure high quality customer focused communications are developed.
• Work with senior officials within transformation, operations, digital, legal, strategic communications and other areas.
• Build positive relationships to ensure stakeholders and delivery partners are driving the strategic development and continuous improvement of HMRC’s customer communications products.
• Work with specialist teams to evaluate the effectiveness of our channels and messaging, comparing to written standards and acting on feedback to drive continuous improvement.
• Keep up to date with professional developments, particularly how direct marketing content and channels are evolving, including understanding of customer use and engagement in low / no cost channels, and how to design communications that will result in changes in customer understanding and actions.

Essential Criteria:

• Proven communications expertise, with excellent written communication skills and the ability to handle a wide range of complex issues across traditional and digital channels.
• The ability to translate complex language to help customers get their taxes and entitlements right.
• Proven experience of developing effective communication strategies across low and no cost channels.
• Excellent stakeholder management skills with good knowledge of tools, techniques and best practices.
• Ability to communicate clearly and expertly to senior stakeholders to enable effective decision making.
• Good knowledge of customer insight and the digital world to inform future communication strategies and products.
• Organised and able to balance competing priorities.

Desirable Criteria:

• Relevant Communications Qualifications
• Project Management Experience
• It is desirable that candidates hold a Government Communications Service membership or are willing to join upon appointment


We'll assess you against these behaviours during the selection process:

  • Communicating and Influencing
  • Leadership

Technical skills

We'll assess you against these technical skills during the selection process:

  • Insight
  • Ideas
  • Implementation
  • Impact


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

If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department’s Daily Travel Assistance guidance.

Find more about HMRC benefits in 'Your little extras booklet' for further information

Things you need to know


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.
As part of the application process you will need to provide:

• A copy of your CV detailing your job history, qualifications, and experience.
• A Statement of Suitability (a maximum of 500 words), which will illustrate why you think you meet the essential and desirable skills, knowledge and experience for this role. Using the STAR process will help achieve a structured document.

Please note evidence of desirable skills will not be assessed unless in a tie break situation.

An initial sift of your CV and Statement of Suitability will be conducted against the key responsibilities and essential criteria.

Sift and interview dates to be confirmed.

Interview Details:

Applicants with the best skills and experience will be invited to the final interview, where you will be assessed on the following competencies from the GCS competency framework for communications professionals:

• Insight
• Ideas
• Implementation
• Impact

You will also be assessed on the following behaviours;

• Communicating & Influencing
• Leadership

At HMRC, we are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process.

Please Note: The successful applicant for this role will need to be eligible for and willing to undergo Security Check clearance following appointment in to the post.

Security Update
If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a Disclosure and Barring Security Check/Disclosure Scotland/Access NI. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email

For further information on the Access NI confidential checking service telephone: the Access NI Helpline on 0300 200 7888 and ask to speak to the operations manager in confidence, or email

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.

HMRC transformation
HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. Our Regional Centres in Croydon, Bristol and Belfast are already operational.

In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HM Revenue and Customs employee and you joined us through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to a regional centre, a transitional site or a specialist one. This is in line with the terms of your original appointment to HM Revenue and Customs.

For more information please contact the vacancy holder.

Terms and Conditions
We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.

If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

New entrants are expected to join on the minimum of the pay band.

Further Information
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.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at

Applicants who wish to work alternative working patterns are welcome to apply. The preferred working pattern may or may not be available, agreement will be subject to business need, and any request to work an alternative working pattern should be made prior to your acceptance of the provisional offer.

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.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Reasonable adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via 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.

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 (or eligible for) status under 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 :  Dawn Christie
Email :
Recruitment team :
Email :

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 a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via 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 web pages:

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