If you can meet our person requirements above, we are keen to hear from you.
To apply for this post, you must complete the first stage of the application. After submission of the first stage of your application you will be invited to complete an online Customer Service Skills Test.
Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55 on 17 June 2026. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
If you successfully pass the test, you will be invited to complete the final stage of the application. Please note the vacancy closes 17 June 2026 you will need to complete the test and the final stage of the application by this deadline.
Our online test supplier will be performing scheduled maintenance between 4 p.m. and 7 p.m. on 7th June 2026. You will be unable to access tests during this period.
If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.
If you are successful, you will be invited to complete an online application with the following:
A Personal Statement (maximum 500 words), please outline your suitability for the role by using your own words, experiences, and examples. Please pay particular attention to the Essential Criteria and Person Specification outlined in the advert when providing your answer.
Within your Personal Statement you will give examples of when you have demonstrated the Essential Criteria and Person Specification.
This might be at work or somewhere else such as:
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Work experience
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Volunteering
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In connection with a hobby
Learner/school environment.
Sift: 22 June 2026
Please note these dates are provisional and may be subject to change.
We will assess you on your Customer Service Skills Test and Personal Statement.
Should there be a large number of applicants, an initial sift will be made on Customer Service Skills Test.
Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.
Interviews: W/C 13 July 2026
Please note these dates are provisional and may be subject to change. These will be confirmed should you be invited to interview.
Interviews are currently taking place using Face to Face. We will provide more detail if you are shortlisted for interview.
Subject to business requirements, the interview format may be adjusted from Face to Face to Microsoft Teams Video.
We will assess you on the Behaviours listed in the job description, Technical Skills and Strengths.
Technical Skills
As part of the interview you will be asked a technical question aligned to the Front-Line Help and Advice job family within the Operational Delivery Profession. To find out more on development and progression opportunities within the Operational Delivery Profession, please visit Job Families and Role Clusters - Operational Delivery Profession.
At the interview, the panel can then probe further and ask applicants to provide further specific examples that show how they best demonstrate their skills.
Application Hints and Tips
For more information on Success Profiles, tips on how to write a successful application and find out more about whats involved in the application process please visit About the application process , Civil Service Careers (civil-service-careers.gov.uk).
Further Information
Hybrid working at HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
In the VO, we are an office-based organisation, but all colleagues have access to hybrid working by default, as our roles have aspects which can be completed from home.
With this role wed be looking for colleagues to work 3 days per week in the office once they have been trained. To help you get trained up as quickly and efficiently as possible, we ask that for your training period you come into the office 5 days a week. We will discuss this working pattern further with those wishing to work part time. Once we feel you are able to operate effectively without help youll be invited to discuss a hybrid working pattern with your manager. You and your manager will then continue to review your hybrid working pattern to make sure it meets your needs as well as the needs of the business.
The working hours for this role are determined by a rota. Whilst we try take personal circumstances into account wherever possible when setting the rotas, we are limited in allowing people to fix set hours outside of these times. However, please do contact us if you would like to discuss any individual circumstances which may restrict your availability between these hours (e.g. caring responsibilities, or childcare) or wish to work part-time. We currently schedule our people between the hours of 7:30am and 6pm, Monday to Friday however, please be aware that this can change subject to business need.
Alternative Working Pattern
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.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
Contact the UBS Recruitment Team via [email protected] 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 youre deaf, a Language Service Professional.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Terms & Conditions
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
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 applicants 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.
Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.
Reserve Lists
If we have more successful candidates than available vacancies, we will hold a 3-month reserve list as standard. During that time, we may use the list to fill the same, or similar roles with closely matching essential criteria, without further testing of merit. Any appointments from the Reserve list will be made in strict merit order.
Concerns/Complaints
If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioners Recruitment Principles, you may make a complaint, by contacting the Central Recruitment Team at the following address: [email protected]
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Feedback will only be provided if you attend an interview or assessment.
