HM Revenue & Customs Customer Service Consultants. Candidate pack. 1 Page

Transcription

1 HM Revenue & Customs Customer Service Consultants Candidate pack 1 Page

2 Contents Background to HM Revenue and Customs... 3 Background to Customer Services... 4 Your role... 5 We expect... 6 We Offer... 6 Apprenticeships HMRC's future office locations Hear from our customer service team The Recruitment process The interview Frequently asked questions Page

3 Background to HM Revenue and Customs HM Revenue and Customs (HMRC) is one of the UK s largest organisations, with around 56,000 employees, collecting over 500 billion in tax revenue, and serving 45 million individuals and 4.8 million businesses. HMRC plays a vital role ensuring that money is available to fund the UK s public services and to help families and individuals with targeted financial support. In doing so, we reach almost every single adult and business in the UK. Customers are at the heart of everything HMRC does, and our staff are passionate about helping the honest majority to get their tax right and actively pursuing the dishonest minority who cheat the system. As an effective, efficient and impartial tax and payments authority we are making a real difference to the UK at a crucial time and are continually adapting to the times we are in. Our business priorities are to maximise the revenues we collect that pay for essential public services such as schools and hospitals and to improve the services we deliver to our millions of customers and to do so whilst reducing costs. HMRC s ambitious change programme - Building our Future - is shaping how we will transform over the coming years and begins to set out what HMRC will be like in 2020 and beyond. As we build our future together, we are committed to including, involving and investing in our people. 3 Page

4 Background to Customer Services Customer Services is one of the busiest lines of business at HMRC, with over 22,500 staff. We touch the lives of 60 million people through Pay As You Earn (PAYE), Self-Assessment, National Insurance, Debt Management and Specialist Taxes. The money we bring in (more than 270 billion in ) pays for the UK's vital public services (such as schools and hospitals) and benefits for those who need them so everyone, no matter how old or young, benefits from the money collected by Customer Services. We have around 45 million PAYE customers and every year we handle over 50 million customer calls and answer around 15 million items of customer correspondence. We receive and account for payments of tax and other liabilities, process declarations for taxes, duties and so on, update customer records and take the correct actions to bring in late returns and payments. This all helps us to increase and maintain the flow of money to HM Treasury. Our customer service consultants support our customers directly on behalf of the entire department using telephone and digital services. We want to make it easier for our customers to do business with us by providing real time support, responding to their queries by letter, telephone, our digital platform and, occasionally, face to face meetings. This is an exciting opportunity for anyone looking to move into a role that will deliver unparalleled levels of customer service. You will develop and grow your skills whilst also contributing to improving public services. You can find out more about HMRC and the range of government departments here. 4 Page

5 Your role We are looking for excellent communicators, both verbal and written, to be the voice of HMRC, working as a customer service consultant. Role specification Successful candidates will be expected to: handle customer telephone calls reply to internal and external customer correspondence by , telephone and webchat use various computer systems to update/maintain and create new customer records help with general administrative duties provide accurate information in a professional and helpful manner by collecting and assessing relevant data and information from various sources such as departmental guidance, customer records/systems, managers and other relevant business units process electronic work & digital information handle more complex queries and issues, making sure they are all resolved quickly and efficiently identify, record and resolve customer complaints Initially you will handle telephone calls from our customers and this is the main element of the job. Full training will be provided so that you have an in depth knowledge of the services you will be providing, so you ll have a positive impact on the customer s experience. Locations We are recruiting in a number of locations: Cardiff, Bathgate, Manchester, Newcastle, Glasgow, Peterlee, Sunderland, Portsmouth, Stockton, Birmingham, Leeds, Livingston and Nottingham Please refer to Civil Service job reference , , , and Page

6 We expect You will already have a passion for customer service and be an excellent communicator. We do not expect you to have an in depth knowledge of taxes, but you will have an interest in becoming the voice of HMRC. As well as telephony, basic IT skills are essential, as you will be using a range of computer systems. You will: have excellent telephone skills and be confident dealing with customers both verbally and in writing. be helpful, customer-focused and never fazed by a deadline. have basic skills in using a range of computer systems including Microsoft Windows and Office; be able to navigate comfortably/competently around internet-based programmes; be able to navigate effectively between different IT systems be able to make yourself clearly understood in communications with customers and colleagues alike need to be flexible between call-handling and processing duties; flexibility is key to this role work as a key part of our team to improve productivity and quality, and support the implementation of continuous improvement be expected to meet the high standards of conduct and behaviour that is expected of a civil servant We Offer Please note that this information is supplied in good faith but does not itself form any part of the contract of employment. Terms and conditions Appointment term Some of HMRC terms and conditions of employment changed on 1st May The new terms and conditions 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. 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 here. Employment terms 37 hours per week. 6 Page

7 Working pattern These posts are full-time and will be on a five out of seven day contract including Saturdays and Sundays. Our customer service centres are open 8am to 10pm, seven days a week. Your working pattern will fall within these times. You will work a combination of daytime and evening shifts; this may include three late shifts per week. In addition you will work Saturdays and Sundays on a rotational basis. The working patterns will be flexible and subject to change in line with business needs; we will ask you to work a variety of shift patterns between the office opening hours detailed above, but we will not make any changes without giving you a suitable notice period. We would normally tell you two or more weeks in advance. A jobholder would expect to work no more than their contracted hours for the year and expect to balance any peak working periods and/or long working days by corresponding time off. Successful candidates must be able to commit fully to their initial training. Training will last up to five weeks and requires full-time commitment between 8.30am and 5pm for this period. Salary range 18,415 to 20,074 Probation period Staff new to the Civil Service will be required to serve a probationary period of 12 months. Security Clearance This position requires a Disclosure and Barring Service check, or equivalent in Scotland and Northern Ireland (previously CRB). Basic check minimum security level for all new entrants entering the civil service. This check will disclose any spent convictions. 7 Page

8 Benefits As well as your salary, we offer a substantial package of benefits. This includes: Competitive leave allowances - Annual: Successful candidates new to the Civil Service will be entitled to 22 days annual leave in their first year, rising to 25 days in year two. This increases to 30 days after 10 years service. The leave allowance is pro-rated for part-time staff. - Public: In addition, you will be entitled to 8-10 public/bank holidays and one further day paid privilege entitlement to mark the Queen s birthday. - Volunteering: Up to three days paid leave per year is available for you to take part in community volunteering activities. The Civil Service offers generous paid maternity, paternity and adoption leave which is notably more than the statutory minimum offered by many other employers. Pension A competitive contributory pension scheme that you can enter as soon as you join. More information about pension provisions can be found here. Development Joining us as a customer service consultant is a fantastic way to start your career with HMRC. We will give you the support you need to learn new skills, develop new ideas and gain competencies to allow you the opportunity to progress and apply for further roles within HMRC. You will also have the opportunity to join the Operational Delivery Profession where you will develop the knowledge and skills needed to deliver a professional service to your customers, gaining qualifications recognised across government. Other benefits In addition to this there are lots of flexible benefits/membership services you can choose from for example: discount providers (CMSA), sports and leisure (CSSC and RCSL), Benenden Healthcare and civil service-specific insurance providers. These have been designed to help you put together a package that's right for you and the life you live. We also offer interest-free loans to allow staff to spread the cost of an annual travel season ticket and also a cycle to work scheme. Diversity and equality or inclusion We rely on diversity of culture and thought to deliver our goals. To ensure we can do that we seek talented, qualified employees in all our operations, regardless of race, colour, sexual orientation, gender, gender identity and expression, nationality, religion, age, disability, marital status or any other protected classification. Everyone in HMRC brings something different. So will you. 8 Page

9 Eligibility criteria Nationality To be eligible for employment you must be a national from the following countries: - The United Kingdom - The Republic of Ireland - The Commonwealth* - A European Economic Area (EEA) Member State - Switzerland - Turkey ** (*Commonwealth citizens not yet in the UK, who have no right of abode in the UK and who do not have leave to enter the UK are ineligible to apply.) (**Turkish nationals are not automatically eligible for employment in non-reserved posts in the Civil Service. They are only eligible if they have been lawfully employed in the United Kingdom for four years in any job, or if they have been lawfully employed for three years in a job within the same occupation as the post which they wish to take up within the Civil Service.) You will not be eligible: If you are in the UK on a student visa If you are in the UK on another type of visa that allows you to work, but the duration of your leave to remain and work in the UK is less than 18 months from your expected take up duty date For further information on whether you are eligible to apply, please visit 9 Page

10 Apprenticeships Operational delivery apprentices Within this recruitment campaign we will be offering a number of operational delivery apprenticeships to successful applicants. We expect to offer up to 675 across the locations where we are recruiting customer service consultants. If you accepted an offer of an apprenticeship you will be on the same pay and terms and conditions of employment as customer service consultants, and will enjoy the same benefits. About the apprenticeship The operational delivery apprenticeship is for people working on the front line in public services in central and local government. It will typically take 12 to 18 months to complete and is a Level 3 programme. As an apprentice in HMRC you will be permanently appointed as a customer service consultant from day one. You will receive the same on-the-job training as customer service consultants and carry out the same duties, but in addition you will work towards gaining internationally-recognised qualifications. Qualifications and training You will work towards these qualifications: City & Guilds Level 2 Award in Operational Delivery (Principles) - includes units on principles of working in operational delivery, providing customer service, and equality and diversity City & Guilds Level 3 Certificate in Operational Delivery (Advanced) - includes units on working in operational delivery, providing customer service, managing team performance, operational delivery interviews, and visits NVQ Level 2 Maths and English, if you do not already have C grade or higher GCSE Maths and English (or equivalent qualifications) All your training will be delivered during work time, but you must be prepared to undertake additional study and revision in your own time, particularly before exams and your final assessment. Assessment To successfully complete the apprenticeship you will need to: gain the operational delivery qualifications (and maths and English, if necessary) pass the end point assessment consisting of: a portfolio of evidence gathered by you throughout the duration of the apprenticeship; a work-based project; a presentation; an interview 10 Page

11 Eligibility We will not offer you an apprenticeship if you: are in the UK on a student visa are in the UK on another type of visa that allows you to work, but the duration of your leave to remain and work in the UK is less than 18 months from your expected take up duty date already have the qualifications offered by the apprenticeship - Level 2 Award in Operational Delivery (Principles) and Level 3 Certificate in Operational Delivery (Advanced) There is no upper age limit to becoming an apprentice in HMRC. Selection Successful applicants for the customer service consultant post will be eligible to be offered an apprenticeship, as long as they meet the eligibility criteria above. When we know how many apprenticeships we can offer, and where they are, we will contact successful applicants to discuss whether they would like to become an apprentice. We cannot guarantee an apprenticeship for everyone who would like to accept the offer. If we are unable to offer an apprenticeship, we will, of course, offer a Customer Service Consultant post to successful candidates. More information Operational Delivery apprenticeship standard describes the values, knowledge, skills and behaviours you will develop through your role as a Customer Service apprentice and on- and off-the-job training Assessment plan tells you how you will be assessed throughout and at the end of your apprenticeship Apprentice academy all you need to know about the operational delivery apprenticeship 11 Page

12 HMRC's future office locations Over the next 10 years, HMRC will be moving from its current network of offices into 13 Regional Centres. These will be new, modern offices in city centres or close to good transport links. The majority of employees will be expected to move into a Regional Centre at some point in the future. You can expect around 12 months' notice before this happens. Our future office locations As a national organisation, HMRC will maintain a significant presence in every English region, as well as in Scotland, Wales and Northern Ireland. Our 13 planned Regional Centre locations are listed below. Region City Planned to open in East Midlands Nottingham 2020/21 London, South East and East of England Croydon (Greater London) Stratford (Greater London) 2016/ /20 North East Newcastle 2018/19 North West Liverpool Manchester 2018/ /20 South West Bristol 2017/18 West Midlands Birmingham 2019/20 Yorkshire and Humber Leeds 2019/20 Northern Ireland Belfast 2017/18 Scotland Edinburgh Glasgow 2019/ /20 Wales Cardiff 2019/20 As we gradually move into our new Regional Centres, we will be keeping open a limited number of Transitional Sites. They will be existing HMRC offices that will remain open for up to ten years and in a small number of cases, potentially 12 years. These are listed below. Location of transitional site East Kilbride Ipswich Portsmouth Reading Washington When transitional site closes, staff will move to a regional centre in: Glasgow Stratford Croydon Croydon Newcastle 12 Page

13 Hear from our customer service team Jasbir Kaur Customer Service Consultant I joined the world of work much later than most, having only started working in my thirties. I am incredibly proud of my cultural background and my achievements as a mother to my three children. I joined HMRC in 2004 and have never looked back. When I started I was sending forms and letters regarding bereaved customers. Being part of the bereavement team was very rewarding, helping customers deal with the accounts of their recently lost loved ones. I then changed work stream and I am currently dealing with customer correspondence and doing telephony work, which is demanding but again rewarding, helping people on a daily basis. Each time I have been asked to complete a different task I have received very thorough training and has this given me the confidence to mentor new recruits. I have always found the other staff very supportive and friendly. Also, over the years when there have been good and bad times in my life, every manager I have had has supported me. Being an employee of HMRC is not just about taxes. I have had many opportunities to do different things, and went to Westminster Abbey for a special event which was amazing. I am part of the diversity team and have helped to organise events for a variety of staff grades. There are many opportunities for all staff within HMRC to develop and choose the career and grade they wish to achieve. At present HMRC is going through some changes and is a very exciting place to work. There are many opportunities to develop and forge a rewarding career. MaCauley Rees Tax Credits Advisor I started as an Advisor (Consultant) in the Tax Credits department in May One of the first things I noticed was just how great the induction and training programme was. By the time I spoke to my first customer, I felt well prepared and familiar with the computer systems that I use, and confident in my abilities. The role of a tax credits advisor can be incredibly challenging, but the help and support of the team around me meant that it was also incredibly rewarding every day I knew I was helping people. There are loads of opportunities available, the first one I took was becoming fire warden for my wing, developing myself in all the relevant health and safety legislation and guidance. After this I worked on a project to improve other advisors understanding of a specific process and a better way of working. This was trialled locally and then rolled out across the country. I am incredibly proud that I have contributed not only to my local department but also to the department on a national level. I am currently working on a vital project looking at building the future of customer service contact within HMRC. This is such an exciting opportunity and I am so grateful for the opportunities that I have had so far in my new career. 13 Page

14 Neil Smallman Personal Tax Project I joined HMRC straight from school as an admin assistant working with a very friendly and supportive team who took me under their wing. What impressed me from day one was how friendly colleagues around me were, and I quickly became one of the team. I learned the basics of personal income tax, dealing daily with customers starting and leaving their jobs. After a few years I got my promotion to admin officer, primarily dealing directly with customer correspondence regarding PAYE such as coding and repayments. I received very thorough training before dealing with the public/customers directly. A few years of doing customer correspondence I got my progression to Officer Grade and became a manager of a team, receiving training and shadowing to do the job. Managing was demanding but very rewarding and very different from working direct taxes as previous and I gained excellent life-skills during this time. Currently I am working as a Higher Officer on a project team and once again learning new skills and working with a fantastic supportive team. The development available in HMRC to all staff is extensive. I would say that currently HMRC is a very exciting place to work as we are going through our biggest transformation ever, opening up lots of opportunities to develop your career. Elliott Stephenson Debt Management I started work in Debt Management (DM) at the end of March The training I have experienced so far has been really good in terms of welcoming me into the department and helping me become familiar with the IT systems. The teams that I work with have been very welcoming and willing to assist with any queries that I have had. Working within DM as a debt collector is a challenging yet interesting and rewarding role. The role presents you with an array of different situations and each day is different from the one before. Working for a large line of business such as DM means that many different opportunities are presented to me - allowing me to develop both personally and professionally. Being new to the department, I hope to use these opportunities to build my knowledge and skills so that I can do the job to a high standard and in turn provide a high level of customer service. This is an important aspect for an organisation which directly supports individuals and businesses who sometimes need our help. Gaining experience in this role gives me a great base on which to build a successful career in the Civil Service. 14 Page

15 The Recruitment process Online Test - as part of the recruitment process you may be invited to complete the Civil Service Initial Sift Test (CSIST) that takes up to 25 minutes to complete. Prior to completing the online test you will be able to sit example questions Please note you will require internet access for the online tests and it has to be completed using a PC as the test programme is not compatible with smart phones or tablets GIS candidates who reach the minimum standard will be invited to the next stage. HMRC reserves the right to increase the pass-mark at each or any of the shown locations. If there are more candidates than roles available a sifting exercise will be undertaken based on the lead competency Delivering at Pace. Following sift candidates will be required to undertake an online Maths and English tests Candidates successful at test stage will be invited to interview at a government location with details of the office confirmed in the invite to interview At interview candidates will be asked situational questions that test the competences Delivering at Pace and Managing a Quality Service with the competence leading and communication assessed through consideration of candidate's performance at interview At the conclusion of the interview process candidates will be placed in strict merit order based on interview scores and appointed in merit order to fulfil roles required at the location (subject to achieving the required standard) Where candidates are tied on Interview scores we will use online test scores and candidates evidence from the earlier selection stages to create the merit list. Candidates who meet the minimum requirement but do not place high enough in the merit list to be offered a role will be placed on a reserve list for 3 months in merit order. If further roles arise posts will be filled in merit order from the reserve list Further information Arrangements for interview Candidates with disabilities Expenses incurred by candidates during the recruitment process will not be reimbursed by the Department except in exceptional circumstances and only when agreed in advance. HMRC is an equal opportunities employer, committed to equal opportunities policies. We welcome applications from people of every background so our workforce reflects the community we serve. Guaranteed interview scheme (GIS) To meet its commitment as a disability symbol user, HMRC operates a guaranteed interview scheme (GIS) for applicants who consider themselves disabled as defined by the Equality Act Under our scheme, when interviews are or may be part of the process, we guarantee an interview to a disabled person who meets the minimum criteria for the job they are applying for. 15 Page

16 The minimum score for a GIS applicant is four. Any GIS applicant achieving this minimum score must be offered an interview where interviews are or may be part of the selection process. If you have any access requirements or would like to request reasonable adjustments during the recruitment and selection process, including during interview, please contact: info.ptrecruitment@hmrc.gsi.gov.uk with subject GIS requirement and state the location you are applying for in the body of your . Reserve Lists Civil Service Recruitment Code Complaints Examples of reasonable adjustments in the recruitment process: Enlarging any printed material or providing it in Braille or audio format. Modifying procedures for tests or interview, for example, providing a signer for a deaf candidate, allowing extra time for tests. Choosing suitable premises or modifying premises to make them accessible to disabled people, whether as candidates or members of staff. If we receive applications from more suitable candidates than we have vacancies at this time, we may hold suitable applicants on a reserve list for 3 months, and future vacancies may be offered to you. Should you be placed on a reserve list then this will be communicated to you. The department s recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition, as described in the Civil Service Commissioners Recruitment Code which can be found here. If you feel your application has not been treated in accordance with the Principles and you wish to make a complaint, you should contact the Director for Civil Service Resourcing, LG71, 100 Parliament Street, London, SW1A 2BQ in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commission. 16 Page

17 The interview Interview duration Typically the interview will last up to 25 minutes. The purpose of the interview is to: test your suitability for the requirements of the role give you an opportunity to present your evidence score you fairly based on the requirements of the job produce an order of merit based on your performance at interview provide information to enable you to decide if the role and HMRC are right for you Situational based interviewing The interview will be a situational interview; this is an interview where applicants are asked to say what they would do or have done in a given situation and examples are aligned to the required competencies. We use situational interview techniques to find out what a candidate's strengths are. [to assess the candidate s competencies against the requirements for the post.] Before the interview, please take some time to think about your previous experiences, and how they could be used to help you demonstrate the following. Delivering at pace Effectiveness in this area means focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes. For all staff, it s about working to agreed goals and activities and dealing with challenges in a responsive and constructive way. Managing a quality service Effectiveness in this area is about being organised to deliver service objectives and striving to improve the quality of service, taking account of diverse customer needs and requirements. People who are effective plan, organise and manage their time and activities to deliver a high quality and efficient service, applying programme and project management approaches to support service delivery. Leading and communicating At all levels, effectiveness in this area is about leading from the front and communicating with clarity, conviction and enthusiasm. It s about supporting principles of fairness of opportunity for all and a dedication to a diverse range of citizens. Full details of the Civil Service Competency Framework can be found at: Civil Service Competency Framework 17 Page

18 Frequently asked questions 1. How will I be contacted? Please check your Civil Service Jobs account frequently. We will you. Please check all of your inboxes including your junk/trash. We may also contact you by telephone using numbers. 2. I am a permanent HMRC employee in an AO role in one of the advertised towns/cities, can I apply for these vacancies? After the closing date for applications HMRC will review any applications from existing HMRC employees who are applying on level in the advertised locations. This might mean that some applications will be rejected where movement of those staff (if successful in the selection process) would seriously impact business continuity in the location through the loss of skills that are vital for the delivery of our business 3. Are these posts only open to UK nationals? No, these are not reserved posts and they are, therefore, open to UK, British Commonwealth and European Economic Area (EEA) Nationals and certain non EEA members. This is not open to people on student visas. Please see: Civil Service Nationality Rules 4. Are there any UK immigration requirements I have to satisfy? Candidates will be subject to UK immigration requirements. You will need to demonstrate that you have the right to work in the UK for the number of hours required. This detail is checked prior to appointment. We cannot offer you an apprenticeship if: you are in the UK on a student visa you are in the UK on another type of visa that allows you to work, but the duration of your leave to remain and work in the UK is less than 18 months from your expected take up duty date 5. Do you have an age limit for applications? No. HMRC welcome applications from eligible candidates of any age. If your application is successful, HMRC needs your date of birth for administrative purposes. This information is used only by administrators and is not available to anyone involved in the actual selection process. School leaving age statement Candidates will be subject to UK school leaving age legislation 6. Where can I find more information on the recruitment principles? The Civil Service recruits by merit on the basis of fair and open competition as outlined in the Civil Service Commission s Recruitment Principles Please refer to Civil Service Code for further information: 18 Page

19 7. Is relevant work experience needed before I apply to join HMRC? No. We are looking to your future, not your past, so even if you don t have any work experience, our selection process looks at your capabilities and potential and evidence of skills that could have been gained anywhere. 8. What is the dress code? HMRC doesn t have a formal dress code but smart casual is quite acceptable. When meeting the public you are representing the department and should dress smartly. 9. What are the pension benefits? Civil Service defined benefit pension scheme, please see: I cannot work full time. Can I still be considered for a post? These posts are full time, and we are unable to consider alternative working patterns. 11. How many locations can I apply for? This vacancy is linked to other 'Customer Service Consultant/Apprentice' adverts currently being advertised (please see the job references in Your Role above). These are exactly the same roles but based in different locations. If you wish to apply for more than one of these adverts, you will need to submit an application for each advert. However, you will only be allowed to sit the tests and interview once. Your scores will then be used across all the vacancies you have applied for. You may only submit one application form per advert. Any repeat applications for the same advert will be withdrawn and only your first attempt will be considered 12. Do I have to submit an application form before the online test? Yes. You will be asked to complete an application form and if you meet the appropriate criteria you will be invited to take the online Maths and English test. 13. How does the online test work in terms of selection? There is a pass/fail mark and applicants who fail to reach the minimum standard will not be taken through to the next stage. Please also note that, if you meet the minimum standard, this does not guarantee that you will be invited to the next stage as this is determined by the number of the successful candidates that can be taken through to the next stage of the process. We will aim to notify you as soon as possible whether you will be taken through to the next stage. 14. Can I have more than one application? If at any stage your application is rejected you cannot re-apply. If you try to submit a second application, this will be noted as a duplicate application and will be automatically removed from the selection. Similarly if you withdraw your application you will not be permitted to re-apply. 19 Page

20 15. I have been invited to attend an interview but cannot make the time. Am I able to rearrange? Yes. Further information on how to do this will be provided when you receive an confirmation of your appointment time. 16. Can I claim any costs associated with attending the interview? No. Any costs incurred are at your own expense. 17. Do you offer the guaranteed interview scheme? We offer a guaranteed interview scheme for disabled applicants who meet our minimum criteria. 18. What checks will be made prior to appointment? A number of checks will be carried out before an offer is confirmed. These will include, age, identity, nationality and immigration status, employment/education history, character and criminal convictions. If you fail to meet the eligibility criteria, your application will be rejected. You will need to bring evidence of ID to the interview. Should you fail to bring this required evidence to the interview, then unfortunately the interview will not be able to proceed. 19. Will you need any other detail? Separate to the selection process, additional detail will be requested to help administer and monitor the recruitment, for example diversity declarations and detail of the notice periods you may have to serve. After an offer is made, we will ask you to complete a health declaration. 20. When will I know when I am through to the next stage? If you fail to reach the minimum pass mark in the CSIST test, you will be notified immediately and you will not be taken through to the next stage. We reserve the right to increase the CSIST Pass mark should there be a business need. In all other circumstances, we will aim to notify you as soon as possible whether you will be taken through to the next stage. 21. If I am successful, when can I expect to take up duty? Successful candidates will be appointed in merit order to their preferred location. The first appointments are planned from October 2016 onwards. Candidates who reach the required standard but are not selected may be placed on a reserve list for up to 3 months. HMRC will offer further appointments to fill vacancies for the duration of the list. Successful applicants will only be offered one post. If this is refused they will be removed from the list. There will be limited exceptions to this for example, a candidate may not be able to take up duty because they are required to serve a period of notice. We will ask for this information before you are appointed. 22. How long does the reserve list last? We may keep a reserve list will last for up to 3 months. HMRC will offer further appointments to fill vacancies in the locations advertised for the duration of the list. 20 Page

21 23. Will I serve a period of probation? All new employees of HMRC will serve a period of 12 months probation. Employees transferring from another Government department or re-joining the Civil Service, may be required to work a period of probation to bring them in line with HMRC probation requirements if you previously completed a probation period of less than 12 months. OGD staff that have completed a period of probation within the last 5 years will not be required to serve another. This period gives you the opportunity to demonstrate that you are suitable for the job and are able to achieve and maintain our expected standards of performance, attendance and conduct and behaviour. Your manager will guide and support you and provide encouragement to succeed. However if your performance, attendance and conduct are not satisfactory throughout the probation period you will be dismissed 24. How many jobs will be available in each location? The number of jobs for each location have not been finalised and will be reviewed before provisional offers are made. For further information please contact: info.ptrecruitment@hmrc.gsi.gov.uk 21 Page