Quality Manager

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HMRC is the UK’s tax, payments and customs authority and we have a vital purpose: we collect the money that pays for the UK’s public services and help families and individuals with targeted financial support.
Covert Operations, Digital Exploitation (CODE) sits within HMRC’s wider Fraud Investigation Service (FIS) responsible for the department’s civil and criminal investigation work. FIS ensures that HMRC has an effective approach to taking on the most serious tax evasion and fraud.
Working across Law Enforcement and government, CODE provides investigative tools and covert techniques to front-line investigations and works with key partners to develop and provide access to new technology and systems to enable investigators to respond to serious and complex tax evasion and crime., Your role as Quality Manager will see you act as an ambassador for quality within Cybercrime & Forensic Services and the wider forensic unit, overseeing the delivery of digital and traditional forensic services to ensure all work is conducted in adherence to Statutory requirements, as well as internal and external quality standards and regulations.
The role of the Quality Manager is vital for the development, maintenance, and assurance of forensic services provided to HMRC’s Fraud Investigation Service. HMRCs forensic unit conducts forensic activities within office and laboratory environments, as well as at the scene of crime.
Reporting to the Senior Quality Manager, in this role you will lead and develop an effective quality of service within the forensic unit, which will align business objectives to the strict requirements of specific ISO quality standards, and the Forensic Science Regulator’s Code of Practice.
You will be responsible for understanding, maintaining, and actively promoting adherence to the internal quality management system, as well as driving continuous improvement to enable efficiencies and ensure quality standards are upheld., Your role as Quality Manager will see you act as an ambassador for quality within Cybercrime & Forensic Services and the wider forensic unit, overseeing methods and practices for forensic examinations; ensuring that standards are upheld at all times, and that policies and procedures are correctly followed in accordance with ISO regulations.
Evidential data obtained by the forensic unit may be used by analysts, investigators, prosecution and defence teams, as well as juries, for informed decision making within the criminal justice system. As Quality Manager, you will support the Quality Assurance team in the ultimate objective of assuring that such evidence is obtained by competent, impartial personnel, using forensically sound methods. In order to achieve this, the duties of the successful candidate will include but not be limited to:
+ Ascertaining and maintaining a comprehensive understanding of internal policies and procedures across the services provided by the forensic unit;
+ Supporting Technical Management in the creation, review, and distribution of documentation and records for specific business areas;
+ The ongoing maintenance and control of documentation within the quality management system;
+ Engaging with personnel across the C&FS team to ensure understanding, co-operation, and compliance with the management system;
+ Planning and delivery of the internal audit programme, comprising of horizontal, vertical, and method witness audit of both the quality management system and technical/forensic processes, to ensure compliance with ISO/IEC 17025:2017, ISO/IEC 17020:2012, and Forensic Science Regulator (FSR) Code of Practice;
+ Supervise, train and mentor new and trainee internal auditors, and personally undertake audits of key areas;
+ Investigating and identifying root causes for non-conformances and complaints; accurately recording corrective action, procedural updates, and checks for effectiveness to maintain traceability as required by external assessors to meet ISO, FSR and ILAC requirements;
+ Working with the wider Quality Assurance team to prepare for and facilitate UKAS Assessment visits during the course of maintaining and expanding HMRC’s scope of accreditation;
+ Reviewing quality management and operational data to assess performance and conduct trend analysis, providing assurance to both internal senior management and external bodies (e.g. UKAS) that business objectives and all regulatory requirements are being met.
In addition, you will adopt a continuous improvement approach, ensuring the service remains consistent, fit for purpose, and meets the demands of both internal and external requirements. Maintaining an awareness of existing legislation and responding to any updates, changes, and/or introductions of new regulatory requirements will be essential., We'll assess you against these behaviours during the selection process:
+ Communicating and Influencing
+ Working Together
+ Managing a Quality Service

Technical skills
We'll assess you against these technical skills during the selection process:
+ A 10 minute presentation delivered at interview. The presentation brief will be sent out to those invited for interview., The Personal Statement should explain in no more than 750 words how you meet the requirements as set out in the essential criteria.
Further details around what this will entail are listed on the application form.
We acknowledge that AI can assist you in your application. Find our guidelines here.
Sift
The CV and Personal Statement will be assessed at sift with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
If you progress to interview, you will be further assessed on the Civil Service behaviours: ‘Communicating and Influencing’, ‘Working Together’ and ‘Managing a Quality Service’.
As part of the interview we will test your experience and technical skills by way of a 10 minute presentation delivered at interview. The presentation brief will be sent out to those invited for interview.
Interviews will take place face to face. Sift and interview dates to be confirmed.
Eligibility
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 two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 376932 & vacancy closing date 21/11/2024’.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Merit List
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.
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.
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 unitybusinessservicesrecruitmentresults@hmrc.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.
Additional Security Information
Please note: in addition to the standard pre-employment checks for appointment into the Civil Service, all candidates must also obtain National Security Vetting at Security Check (SC) clearance level for this vacancy. You will normally need to meet the minimum UK residency period as determined by the level of vetting being undertaken, which for SC is 5 years UK residency prior to your vetting application. If you have any questions about this residency requirement, please speak to the vacancy holder for this post.
Important information for existing HMRC contractual homeworkers:
Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.
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 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.
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.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window)., Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.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 website.

+ Experience in Quality Assurance, conducting internal audit/governance of policies and procedures against legislation or similar requirement(s);
+ To have the ability to work well under pressure and in stressful situations, as an individual or part of a small specialised team, and to organise and prioritise the workload to meet given deadlines and objectives;
+ Confident with technology; ability to quickly adapt to new/bespoke systems and solutions, and proficient in the use of Microsoft Office applications (especially O365/cloud-based services and tools);
+ Excellent interpersonal and communication skills (verbal and written), with the ability to deliver information using a wide variety of formats and to a diverse range of audiences;
+ Experience of negotiating and influencing discussions, decisions and change with internal and external partners and agencies. With the ability to plan, organise and prioritise resources effectively in order to deliver a quality service;
+ This role requires National Security Vetting at Security Check (SC) clearance level and you must hold SC vetting or be willing to apply for SC vetting. If you do not hold SC but are willing to go through the process, any job offer would be conditional and may be withdrawn should you fail to achieve the vetting.
Training Requirements
Depending on existing experience, the successful candidate will be expected to undertake the following or equivalent training courses:
+ ISO/IEC 17025:2017 Awareness
+ ISO/IEC 17020:2012 Awareness
+ Laboratory Management/Quality Management
+ Internal Audit (ISO/IEC 17025:2017)
Additional Information:
This role requires security clearance to SC. Any job offer is conditional to the attainment of the security clearance to SC and thus, the security clearance is mandatory. Please be aware that those who do not attain the required security clearance will not be allowed to carry on in this particular post.
Applicants who wish to work alternative working patterns are welcome to apply. The preferred working pattern may or may not be available, agreement will be subject to business need, and any request to work an alternative working pattern should be made prior to your acceptance of the provisional offer.
All applicants will be required to declare any past convictions, criminal findings, or police cautions, regardless of whether they are ‘spent’. You must also declare any disciplinary proceedings relating to previous employments. The disclosure of this information will not automatically disbar you from employment with FIS, but we need to be aware of any event or issue which could impinge on your credibility if questioned in court., Combined TC and OGD Pay - English Opens in new window (docx, 132kB)

Alongside your salary of £36,320, HM Revenue and Customs contributes £10,521 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
+ Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
+ Family friendly policies.
+ Personal support.
+ Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service