Business Support

HM Revenue and Customs

Apply before 11:55 pm on Friday 22nd October 2021


Reference number



£21,249 - £22,084


Administrative Officer

Contract type


Business area

HMRC - SOLS - Legal Operations

Type of role

Administration / Corporate Support
Operational Delivery

Working pattern

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

Number of posts



Birmingham, West Midlands, B2 4AD : Bristol, South West, BS2 0EL : Cardiff, Wales, CF14 5YA : Leeds, Yorkshire and the Humber, LS1 4AP : Salford, North West, M60 9HL : Portsmouth, South East, PO6 3XA

About the job


Solicitor's Office and Legal Services (SOLS) provides legal services to the whole of HMRC. This includes:

• Legal advice to ExCom and staff.

• Work on new legislation.

• Drafting of statutory instruments and other legal documents.

• The conduct of independent reviews of decisions made by HMRC which are requested by customers under the legislative provisions.

• The conduct of tribunal and civil litigation on a full range of services.

We also provide technical accountancy and forensic services to HMRC, are head of the Compliance Accountants’ and insolvency professions as well as handling Ministerial Correspondence and Freedom of Information requests for HMRC.

The role falls under Legal Operations.

Our customers include our internal technical caseworkers, lawyers, accountants, Review Officers and senior managers. There is a strong team working ethos in all teams and a variety of interesting and challenging work.

Job description

You will need to be self-motivated, flexible and prepared to work across a range of duties, these could include.

• Registering, opening and closing of cases on case management systems.

• Gathering data and analysis.

• Liaising confidently with internal and external stakeholders.

• Communicating accurately in writing to internal or external contacts.

• Contacting customers by telephone and answering customer queries.

• Maintaining and updating various databases, spreadsheets and audit trails.

• Updating performance data and generating graphs for management information.

• Producing visual aids for conferences and meetings.

• Being part of a rota system for postal cover.

• Photocopying and scanning documents.

• Room booking and arranging meetings.


Essential Criteria:

- Two GCSEs Grade 4 or above (Formally grade A-C if taken prior to 2017) in Maths and English (or equivalents), in England and Northern Ireland.

- Two GCSEs Grade A-C in Maths and English (or equivalents), in Wales.

- Two Credit Standard Grades or National Qualifications level 5, in Maths and English (or equivalents), in Scotland.

Please ensure these qualifications are demonstrated in your application.

Due to operational needs, these posts are full-time however applicants who need to work a more flexible arrangement are welcome to apply. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.


- Two GCSEs Grade 4 or above (Formally grade A-C if taken prior to 2017) in Maths and English (or equivalents), in England and Northern Ireland.

- Two GCSEs Grade A-C in Maths and English (or equivalents), in Wales.

- Two Credit Standard Grades or National Qualifications level 5, in Maths and English (or equivalents), in Scotland.


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

  • Working Together
  • Delivering at Pace


• Learning and development tailored to your role

• An environment with flexible working options

• A culture encouraging inclusion and diversity

• A Civil Service pension

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in 'Your little extras booklet' for further information or visit Thinking of joining the Civil Service

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, Strengths and Experience.
Your application will include:

• A CV to include your job history, qualifications and experience which would be transferable to this role.

• A 250-word Statement of Suitability on what the candidate can bring to the role, why they are suitable and any other pertinent information for the role.

• 250-word behaviour statement on Working Together.

• 250-word behaviour statement on Delivering At Pace.

Selection will be by sift and interview.

In the event of a high number of applications, an initial sift will assess the CV and Statement of Suitability.

The CV and Statement of Suitability will be given a combined score.

Those applications progressing to a full sift will be assessed using the behaviours Working Together and Delivering at Pace.

If an initial sift is not required, applications will be assessed using all elements of the application.

We appreciate that you may be worried about attending an interview at the present time. With this in mind and following the latest Government advice regarding COVID-19, all interviews will be conducted online until the situation changes. Candidates who are successful at the sift stage and progress to interview will be given further information at that time.

The interview process will include: Behaviours working together and delivering at pace and Strengths based questions.

Full details will be provided to those candidates invited to interview

Start dates may not be agreed straight away but this will be discussed further with successful candidates.

Sift and Interview dates to be confirmed.

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 48hours before the vacancy closes, we will not be able to reopen your application for you. The inbox to contact is: Use subject line to insert appropriate wording eg Please re-open my application - 144807 & vacancy closing date 22nd October 2021.

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.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service 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.

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. (Please note the attached document could also be called “Combined T&C and OGD Pay English”)

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 here

HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

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

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

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 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 :  John Rock
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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