To help you prepare, below is a rundown of what to expect during the selection process:
- Eligibility form
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Application form
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Civil Service Customer Service Test
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Video interview
Eligibility & Application form
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake, please contact us via: [email protected] Use the subject line to insert appropriate wording for example 'Please re-open my application 461361 - Customer Service Advisor - Leeds (561R)'. To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Civil Service Customer Service Test
After submission of the first stage of your application, you will be invited to complete a Civil Service Customer Service Test. If you successfully pass the test, you will be invited to complete the final stage of the application.
Guidance and details on how to access the test will be given to you before you take it. Please allow yourself plenty of time to complete it, as there will be no technical help or guaranteed assistance after 08:00am on 09/06/2026.
Please complete the online test as soon as possible (within 24 to 48 hours is recommended), the closing date for the tests is 14:00 on 09/06/2026. If you fail to complete the online test before the deadline your application will be withdrawn.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 test is administered online and accessed via the CS Jobs website.
Please ensure that any technical issues with the test are reported with supporting evidence prior to 08:00 on 09/06/2026. There will be no extension to the deadline for completing the test.
Also be advised that Online Tests may only be one element of the application process. You should ensure you set aside plenty of time to undertake the full application process for this role. Late applications will not be accepted.
Please note, due to maintenance, the online test platform will be unavailable to use on:
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Sunday 31st May 16:00 - 00:00
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Sunday 7th June 16:00 - 19:00
Video interview
If you are invited to an interview, it will be a video interview, based on Civil Service Behaviours. We will send you full instructions on how to access it, what ID youll need to show us, and what it involves. Please read through these carefully, it will help you to be fully prepared.
To help you prepare for your interview, please watch this video: https://youtu.be/CyR41pq06Mw
After you receive your interview invite, youll have 7 days to complete and submit the interview. If you won't be able to do this in time, please contact us with your reasons before the deadline at [email protected]. Unfortunately, if you don't contact us in time your application will be withdrawn.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier. If successful in your application, you will need your National Insurance number for the onboarding process. Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store. If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID. Youll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition. You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services.
Reserve List
To help you develop your skills, you will receive feedback on all scored responses. A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles if this applies to you, we will let you know via your Civil Service Jobs account.
If a high number of applications are received, we may implement an interview approach whereby if you fail to achieve the minimum standard on any of the questions, the assessors will not mark the remainder of the interview. If your responses consistently demonstrate the required level in these areas, we will continue with a full evaluation.
Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford, and meets the eligibility requirements outlined in the HMRCs Moves Adjustment Payment guidance.
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 complete 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.
Diversity and Inclusion
At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.
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.
Here at HMRC we want everyone to feel valued and supported to achieve their potential.
Click here for more information on how we make this happen.
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .
Terms and Conditions
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.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
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 5year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.
Technical Support
If you are experiencing problems that cannot be resolved by our help section, then technical support is available. You will receive a reply within 2 working days.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please click on this link.
Feedback will only be provided if you attend an interview or assessment.
