{"@context":"https://schema.org","@type":"JobPosting","title":"Quality & Process Lead","description":"

About The Job\n\n

Job summary\n\n

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.

Visit our

YouTube channel

to watch the full series and come and discover your potential.

The Fraud Prevention Centre (FPC) is a strategic capability within HMRC Security, designed to safeguard customers and the organisation against identity-related fraud and emerging threats. Its mission is built on three interconnected pillars: Protection, Detection, and Response, all underpinned by advanced threat intelligence and customer support. The Centre operates across multiple functional areas, including Proactive Protection, Customer Support & Response, and Strategy & Advisory, to deliver a holistic approach to fraud prevention.

Our team is rapidly growing as we invest in new technologies and capabilities, and we are in search of enthusiastic individuals who can help us in achieving our mission.

Job Description\n\n

The Quality & Process Lead is a senior leadership role within the Fraud Prevention Centre (FPC), responsible for establishing and maintaining a robust quality and process management framework across all services. The role ensures that operational activity is underpinned by clear, consistent, and effective processes, playbooks, and knowledge management practices.

You will lead a multidisciplinary team including Quality Assurance, Knowledge Management, and Process specialists to drive continuous improvement, operational consistency, and compliance with governance standards. Acting as the centre of excellence for quality and process, you will embed best practice across FPC, ensuring that all services are supported by up-to-date, accessible, and auditable documentation.

The role requires strong collaboration with operational, policy, and digital teams to ensure that processes and guidance reflect current delivery models, emerging risks, and strategic priorities. You will play a key role in enabling performance, improving customer outcomes, and ensuring FPC operates as a high-performing, scalable function.

Person specification\n\n

Leadership & Management\n\n

Lead, manage and develop the Quality, Knowledge Management, and Process teams to deliver high-quality outcomes and continuous improvement.Set direction and priorities for quality assurance, process governance, and knowledge management activity across FPC.Build capability within teams through coaching, skills development, and structured performance management.Act as a visible and credible leader, promoting a culture of quality, consistency, and continuous improvement.\n\n

Lead, manage and develop the Quality, Knowledge Management, and Process teams to deliver high-quality outcomes and continuous improvement.

Set direction and priorities for quality assurance, process governance, and knowledge management activity across FPC.

Build capability within teams through coaching, skills development, and structured performance management.

Act as a visible and credible leader, promoting a culture of quality, consistency, and continuous improvement.\n\n

Quality Assurance & Continuous Improvement\n\n

Establish and oversee a comprehensive quality assurance framework across all FPC services.Define and implement quality standards, assurance methodologies, and performance metrics.Use insight, data, and feedback to identify trends, risks, and opportunities for improvement.Drive continuous improvement initiatives, embedding structured review cycles and learning loops.\n\n

Establish and oversee a comprehensive quality assurance framework across all FPC services.

Define and implement quality standards, assurance methodologies, and performance metrics.

Use insight, data, and feedback to identify trends, risks, and opportunities for improvement.

Drive continuous improvement initiatives, embedding structured review cycles and learning loops.\n\n

Process Management & Governance\n\n

Own and maintain end-to-end process governance, ensuring all processes are clearly defined, documented, and aligned to organisational standards.Oversee the creation, maintenance, and optimisation of operational processes and playbooks across all FPC service areas.Ensure alignment with HMRC process architecture, standards, and governance frameworks.Act as the key interface with process architecture and governance communities to maintain consistency and compliance.\n\n

Own and maintain end-to-end process governance, ensuring all processes are clearly defined, documented, and aligned to organisational standards.

Oversee the creation, maintenance, and optimisation of operational processes and playbooks across all FPC service areas.

Ensure alignment with HMRC process architecture, standards, and governance frameworks.

Act as the key interface with process architecture and governance communities to maintain consistency and compliance.\n\n

Knowledge Management\n\n

Provide strategic oversight of knowledge management practices, ensuring critical operational knowledge is captured, maintained, and accessible.Ensure guidance, playbooks, and documentation are accurate, up-to-date, and user-friendly.Work with SMEs to validate and continuously improve operational guidance and learning materials.Promote best practice in knowledge sharing, accessibility, and information governance.\n\n

Provide strategic oversight of knowledge management practices, ensuring critical operational knowledge is captured, maintained, and accessible.

Ensure guidance, playbooks, and documentation are accurate, up-to-date, and user-friendly.

Work with SMEs to validate and continuously improve operational guidance and learning materials.

Promote best practice in knowledge sharing, accessibility, and information governance.\n\n

Stakeholder Engagement & Collaboration\n\n

Build strong relationships across FPC, CDIO, and wider HMRC to ensure alignment and adoption of quality and process standards.Influence senior stakeholders to drive consistent approaches to process design, quality assurance, and knowledge management.Represent FPC in governance, assurance, and process communities of practice.\n\n

Build strong relationships across FPC, CDIO, and wider HMRC to ensure alignment and adoption of quality and process standards.

Influence senior stakeholders to drive consistent approaches to process design, quality assurance, and knowledge management.

Represent FPC in governance, assurance, and process communities of practice.\n\n

Data, Insight & Reporting\n\n

Establish effective mechanisms for monitoring quality, process adherence, and knowledge utilisation.Produce insight-led reporting to inform decision-making and continuous improvement.Ensure data accuracy, integrity, and transparency within quality and process reporting.\n\n

Establish effective mechanisms for monitoring quality, process adherence, and knowledge utilisation.

Produce insight-led reporting to inform decision-making and continuous improvement.

Ensure data accuracy, integrity, and transparency within quality and process reporting.\n\n

Essential Criteria\n\n

Proven experience of leading and developing teams within a quality, process, governance, or operational environment.Strong expertise in process management, including designing, documenting, and governing end-to-end processes.Experience of establishing and delivering quality assurance frameworks and driving continuous improvement initiatives.Demonstrable experience of knowledge management, including maintaining operational guidance, playbooks, and documentation.Strong stakeholder engagement and influencing skills, with the ability to drive consistency and change across organisational boundaries.Ability to operate in complex, evolving environments, prioritising effectively and delivering at pace.\n\n

Proven experience of leading and developing teams within a quality, process, governance, or operational environment.

Strong expertise in process management, including designing, documenting, and governing end-to-end processes.

Experience of establishing and delivering quality assurance frameworks and driving continuous improvement initiatives.

Demonstrable experience of knowledge management, including maintaining operational guidance, playbooks, and documentation.

Strong stakeholder engagement and influencing skills, with the ability to drive consistency and change across organisational boundaries.

Ability to operate in complex, evolving environments, prioritising effectively and delivering at pace.\n\n

Desirable Criteria\n\n

Experience of embedding continuous improvement methodologies (e.g. Lean, Six Sigma, or equivalent).Understanding of fraud prevention, identity verification, or customer support operations.Experience working within HMRC or a similarly regulated government or security environment.Knowledge of HMRC process architecture, governance frameworks, or operational standards.Experience of implementing or working with knowledge management systems or digital learning platforms.Familiarity with performance measurement frameworks and use of tools such as Power BI for reporting and insight.\n\n

Experience of embedding continuous improvement methodologies (e.g. Lean, Six Sigma, or equivalent).

Understanding of fraud prevention, identity verification, or customer support operations.

Experience working within HMRC or a similarly regulated government or security environment.

Knowledge of HMRC process architecture, governance frameworks, or operational standards.

Experience of implementing or working with knowledge management systems or digital learning platforms.

Familiarity with performance measurement frameworks and use of tools such as Power BI for reporting and insight.\n\n

Further Location Information \n\n

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a 'Further Location Preferences (optional)' field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office Closures\n\n

If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working,

review this information on our locations (opens in a new window) \n\n

These Sites Are\n\n

Telford Plaza, Telford - moving to Parkside Court, TelfordTrinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford\n\n

Telford Plaza, Telford - moving to Parkside Court, Telford

Trinity Bridge House, Salford - moving to an alternative office in Manchester/ Salford\n\n

You will be given more information about what this means at the job offer stage.

Leeds Location \n\n

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 HMRC's Moves Adjustment Payment guidance.

Benefits\n\n

Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Find out what benefits a Civil Service Pension provides (opens in a new window).\n\n

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.\n\n

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.\n\n

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 \n\n

Things you need to know\n\n

Artificial intelligence\n\n

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our

candidate guidance (opens in a new window)

for more information on appropriate and inappropriate use.

Selection process details\n\n

This vacancy is using

Success Profiles (opens in a new window)

, and will assess your Strengths and Experience.

How To Apply\n\n

As part of the application process, you will be asked to provide the following:

A name-blind CV including your job history and previous experiences. Your CV should cover up to a maximum of your last 5 roles. The word limit for each role is 100 words. Please outline your key responsibilities and any significant achievements for each position. A 1000-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Key Responsibilities and Essential Criteria as outlined in the Person Specification.\n\n

A 1000-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Key Responsibilities and Essential Criteria as outlined in the Person Specification.\n\n

Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.

Further details around what this will entail are listed on the application form.

Sift\n\n

In the event of a large number of applications being received, an initial sift may be held on your CV.

At full sift your CV and your Personal Statement, will be assessed, 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\n\n

During the panel interview, your Experience will be assessed, and you will be asked Strength-based questions to also explore what you enjoy and your motivations relevant to the job role.

This is an example of a strengths-based question

\"It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?\"

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.

Interviews will take place via video link. Sift and interview dates to be confirmed.

Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.

Eligibility\n\n

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 with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application -

[insert vacancy ref]

& vacancy closing date

[insert date]'.\n\n

To check that you are eligible to apply for this role,

please review the eligibility information before submitting your application

Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.

Sponsorship \n\n

We have assessed this role against both Home Office and HMRC criteria and we are unable to offer sponsorship for a Skilled Worker Visa. This means the vacancy is not open to applicants who require visa sponsorship.

The HMRC app can help you with your application\n\n

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 \n\n

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.

You'll 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\n\n

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 \n\n

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\n\n

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.

Hybrid working at HMRC\n\n

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).

Reasonable Adjustments \n\n

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.

Technical Support\n\n

If you are experiencing problems that cannot be resolved by our '

help

' section, then

technical support

is available. You will receive a reply in 2 working days.

Additional Security Information\n\n

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.

From 1 April 2026, applicants will be required to meet updated nationality and residency requirements so that National Security Vetting (NSV) checks can be conducted. If this affects you, we will give you more information at the appropriate time.

Important Information For Existing HMRC Contractual Homeworkers\n\n

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Terms and Conditions \n\n

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 (opens in a new window)

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.

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.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link:

Working for HMRC: information for applicants - GOV.UK

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

Security\n\n

Successful candidates must undergo a standard (or equivalent) 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\n\n

Open to UK nationals only.

Working for the Civil Service\n\n

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\n\n

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)

Apply and further information\n\n

This vacancy is part of the

Great Place to Work for Veterans (opens in a new window)

initiative.

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\n\n

Job Contact\n\n

Name : Fraud Prevention Centre recruitment Email : fpcrecruitment@hmrc.gov.uk \n\n

Name : Fraud Prevention Centre recruitment

Email : fpcrecruitment@hmrc.gov.uk \n\n

Recruitment team\n\n

Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk \n\n

Further information\n\n

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 . Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. 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.

","url":"https://jobhunt.work/app/jobs/4470571673?provider=1","identifier":{"@type":"PropertyValue","name":"HM Revenue & Customs","value":"4470571673"},"hiringOrganization":{"@type":"Organization","name":"HM Revenue & Customs","logo":"https://www.linkedin.com/company/hmrc/life"},"datePosted":"2026-09-26T19:12:38.000Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressCountry":"GB"}},"sameAs":"https://www.linkedin.com/jobs/view/4470571673"}