Product Manager

HM Revenue and Customs

Apply before 11:55 pm on Wednesday 23rd September 2020

 

Reference number

69788

Salary

£51,050 - £57,550
Applicants should note that the starting salary for those who are offered a position is the salary scale minimum shown.

Grade

Grade 7

Contract type

Permanent

Business area

HMRC - CDIO - CIO Valuation Office Agency (VOA), HMRC CDIO Valuation Office Agency Customer Group (VOA CG)

Type of role

Digital
Information Technology

Working pattern

Flexible working, Full-time, Homeworking, Part-time

Number of posts

2

Location

Bristol, Edinburgh, Worthing

About the job

Summary

HMRC is one of the largest organisations in the UK and we run the biggest digital operation in Government. Our digital business runs the IT behind tax and benefits services for 45 million individual and 4.9 million business customers.

We’re making HMRC’s services and information simpler, clearer and faster for citizens and businesses.

Valuation Office Agency Customer Group (VOA CG) provides digital services and IT support to the Valuation Office Agency (VOA): drawing on HMRC’s digital expertise to ensure our customer (the VOA) gets the right level of service as well as building and supporting specialist unique services.

There are some important attributes that we are looking for in anyone joining VOA CG. You must have a collaborative approach and a passion to communicate effectively. You will take accountability and ownership with the ability to coach, mentor, reflect and ability to give and take feedback. You will be flexible and adaptable, working with a sense of urgency and passionate about having ‘Customer’ at the heart of what you do.

Job description

As a Product Manager, you will have the unique opportunity to work within VOA Customer Group (part of HMRC CDIO) on some of the largest digital transformation programmes undertaken in Government and other sectors.

Within our teams, you will be responsible for defining what is valuable to users and for delivering quality user outcomes through your products. You will develop a deep understanding of user needs and business goals and will take insights from multiple, specialist perspectives to frame problems and set priorities for delivery teams, to create and optimise value for users.

You will lead a product through discovery, alpha, beta and live states and you will support Lead and Senior Product Managers. You may line manage Associate Product Managers and other professions within a Service Delivery Team and support their professional development.

We are looking for individuals who fit the criteria for two roles within the team.

This means we will align your product manager experience to specific portfolios of work reporting to our Heads of Business Services roles (See role responsibilities, essential and desirable criteria to see where the current focus and opportunities lie).

Responsibilities

Role 1 responsibilities:

• Experience of working on improving the employee experience, in contact centre environments or on HR and Finance products
• Experience of working agile with an understanding the product lifecycle
• Able to deal with conflict and have experience of being the escalation point for operational issues. You will be able to ensure the right actions are taken to investigate, resolve and anticipant problems. Empowering the team to implement solutions and preventive measures
• Apply tools, terms and concepts in a variety of ways. Be flexible and consider new ways of working and adapt to change
• Facilitate meaning full discussions with stakeholders across all grades to get buy-in to your plans and roadmaps being able to influence both these stakeholders and your team to gain consensus
• Champion the user of the service, understanding the user journey and their needs so that your product succeeds in meeting the users expectants and ensures greater take-up

Role 2 responsibilities:

• Experience of working on improving traditional database systems within the context of strategic and transformational change
• Experience of working agile with an understanding the product lifecycle
• Able to deal with conflict and have experience of being the escalation point for operational issues. You will be able to ensure the right actions are taken to investigate, resolve and anticipant problems. Empowering the team to implement solutions and preventive measures
•Apply tools, terms and concepts in a variety of ways. Be flexible and consider new ways of working and adapt to change
• Facilitate meaning full discussions with stakeholders across all grades to get buy-in to your plans and roadmaps being able to influence both these stakeholders and your team to gain consensus
• Champion the user of the service, understanding the user journey and their needs so that your product succeeds in meeting the users expectants and ensures greater take-up

Essential criteria for both roles:

• Experience of working on improving the employee experience, in contact centre environments or on HR and Finance products
• Experience of working on improving traditional database systems within the context of strategic and transformational change
• Experience of working in a product management role, or similar, interacting with design, development and content professionals in the delivery of digital services
• Experience of engaging with users and identifying how their needs can be better met by digital products and services
• Awareness of approaches to digital delivery, such as user needs analysis, prototyping and continuous improvement
• Strong verbal, written and visual communication skills that you are able to tailor to the needs of the audience
• Experience in developing positive relationships, consistently delivering inspiring, engaging and meaningful messages about the projects or services you have worked on
• Proven ability to manage stakeholders, prioritising and handling business issues, expectations and requirements
• Experience of how to drive changes in user behaviours with strong negotiation skills
• Familiarity with the monitoring and reporting of measurable performance targets

Desirable criteria for both roles:

• Experience of using a variety of product management tools and techniques in an agile environment
• An understanding of new and emerging digital technologies and the opportunities they provide to improve the delivery of public services in the UK
• Experience of working with third party software developers or within the third party software industry
• Experience of engaging at a strategic level and playing a key role in setting organisational objectives
• Leading transformational change, building high employee engagement
• Practical experience interpreting user data and feedback to design and implement channel shift strategies to move users from traditional to digital delivery channels
• Experience of line management in multi-disciplined teams

Applicants should note that the starting salary for those who are offered a position is the salary scale minimum shown.

Frequent travel to Worthing, West Sussex and other HMRC/VOA sites around the country will required once lockdown restrictions have been lifted. This will be on an ad-hoc basis and to be defined by you in the role.

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, gender, sexual orientation, age, marital status, veteran status, or disability status.

Behaviours

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

  • Communicating and Influencing
  • Leadership

Benefits

• Flexible work hours, season ticket loans, great holiday package
• Professional development and training programmes and opportunities for continued development
• A rare opportunity to impact millions of people’s lives through your work
• Being part of a supportive community - we are a diverse, cross-disciplinary team with varied backgrounds across the private, voluntary and public sectors
• Civil Service pension schemes may be available for successful candidates

If you are applying for a role in an office within a regional center 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.

Please also find attached 'Your little extras booklet' for further information.

Things you need to know

Security

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.
***Please mark in your CV and statement of suitability which role/s you are interested in***

Candidates will need to copy and paste their employment history from their CV into a text box marked ‘Job History’ in the application form.

A 1000 word statement of suitability is also required outlining how your knowledge and experience meet the ‘responsibilities’ and ‘essential criteria’ in the job description.

Candidates will need to complete behaviour examples of 250 words for ‘Leadership’ and ‘Communicating and Influencing’ as part of their application. The behaviour framework which gives more information about what each behaviour should cover can be downloaded as an attachment at the base of this advert.

Candidates will be sifted against the job description based on their knowledge & experience from their CV, behaviour examples and statement of suitability reflected in their application.

Sifting will take place once the advert has closed.

Successful sift applicants will be invited to a video interview.

Interviews:

There will be a panel interview, where we will explore your experience and suitability, using questions about your behaviour examples, technical skills and strengths-based questions. The technical skills will be:

• Lifecycle perspective
• Product ownership

The strengths dictionary which gives more information about the different strengths we are looking for can be downloaded as an attachment at the base of this advert.

The interview date will be confirmed after sifting.

Important information

Due to the Covid-19 situation, in accordance with Government advice, all non-essential travel has been cancelled with implications for any current recruitment. We have made the difficult decision to cancel any face to face interviews with an alternative solution of video conference interviewing.

Further information about the interview time and date availability will be released to you when this solution has been fully tested. The vacancy holder will be contactable if you have any questions in the meantime.

We understand that this is disappointing news but we can assure you that we will keep you updated and ask that you bear with us during this time.

Further information

Due to the Covid-19 situation, any candidate who is successful at interview and accepts an offer made, will need to be flexible with their start date. Any start date will be worked out and agreed between both parties before the successful candidate can join our organisation. You will still be able to contact the vacancy holder with any questions during the recruitment process and we will endeavour to keep you updated of any possible delays.

Applicants should note that the starting salary for those who are offered a position is the salary scale minimum shown.

Frequent travel to Worthing, West Sussex and other HMRC/VOA sites around the country will required once lockdown restrictions have been lifted. This will be on an ad-hoc basis and to be defined by you in the role.

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, gender, sexual orientation, age, marital status, veteran status, or disability status.

This post is full time however those applicants who do or wish to work an alternative working pattern – are welcome to apply. The preferred working pattern may or may not be available. You should discuss this with the vacancy holder.

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. 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 Service /Disclosure Scotland/ on your behalf. However, we recognise in exceptional circumstance 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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk 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 Info@disclosurescotland.co.uk

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

In November 2015, HMRC announced the next step in our ten-year modernisation programme to create a tax authority fit for the future, committing to high-quality jobs and the creation of new regional centres serving every region and nation in the UK. We set out our plans to consolidate into 13 large, modern offices, equipped with the digital infrastructure and training facilities needed to build a more highly-skilled workforce. These offices will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. 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. In addition, our Welsh language service has people in specialist roles 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 HMRC employee and you joined HMRC through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site. This is in line with the terms of your original appointment to HMRC. For more information please contact the vacancy holder.

Terms and Conditions

Some of HMRC Terms and Conditions of employment changed on 1st May 2013, these will apply to people who are new recruits to HMRC or who take a new job in HMRC on promotion. The document attached to this advertisement provides more information on the changes we made, please note this is not a full list of HMRC's terms and conditions. If you need to discuss how these changes might affect you, please contact the vacancy holder. For further information on terms and conditions please visit https://www.gov.uk/government/organisations/hm-revenue-customs/about/recruitment#annual-leave

Pay

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.

HMRC is currently negotiating with departmental trade unions to modify its current pay structure, terms and conditions. Those terms are yet to be agreed but when implemented, we envisage that they will be backdated to 1 June 2020. The pay ranges, terms and conditions advertised will be altered by the new deal (subject to collective agreement) and will apply to candidates who are successful for the role.

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 will mean you will no longer be able to carry on claiming childcare vouchers. You will however have access to the governments Tax Free Childcare scheme.

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.

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 hmrcrecruitment.grs@cabinetoffice.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.

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

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

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 :  Dan Sullivan
Email :  daniel.sullivan@hmrc.gov.uk
 
Recruitment team :
Email :  hmrcrecruitment.grs@cabinetoffice.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 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 complaints.grs@cabinetoffice.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 web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

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