Quality Manager

  • Job Reference: 211267
  • Date Posted: 22 June 2022
  • Recruiter: HM Revenue and Customs
  • Location: Nottingham
  • Salary: £34,000 to £37,000
  • Sector: Government
  • Job Type: Full Time Flex, Part Time Flex, Super Flex
  • Duration: Happy to talk flexible working
  • Work Hours: Full Time

Job Description

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

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.

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.

Digital Support and Innovation (DSI) 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, DSI 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.

Job description

The role of the Quality Manager is vital for the development, maintenance, and assurance of forensic services provided to HMRC’s Fraud Investigation Service. Cyber & Digital Forensics 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 Cyber & Digital Forensics, which will align business objectives to the strict requirements of specific ISO quality standards, and the Forensic Science Regulator’s Codes of Practice of Conduct.

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 Cyber & Digital Forensics, overseeing practices for the forensic examination of devices such as smartphones and computers, as well as forensic trace evidence; 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 Cyber & Digital forensics 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 Cyber & Digital Forensics.

• 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&DF 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) Codes 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.

Essential Criteria:

• Confident with technology; ability to quickly adapt to new/bespoke systems and solutions.

• 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 in 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.

• 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.

Desirable Criteria:

• Experience and working knowledge of quality standards, specifically ISO/IEC 17025:2017, ISO/IEC 17020:2012, ISO 9001 and/or FSR Codes of Practice and Conduct.

• Experience in conducting internal audit/governance of policies and procedures against legislation or similar requirement(s).

• Experience of working within digital forensics, traditional forensics, a laboratory, and/or other working environments subject to operating to quality standards.


Depending on existing experience, you 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)


We'll assess you against these behaviours during the selection process:

  • Managing a Quality Service
  • Changing and Improving
  • Working Together
• Learning and development tailored to your role

• An environment with flexible working options

• A culture encouraging inclusion and diversity

• A Civil Service pension

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in 'Your little extras and big benefits handbook'  for further information or visit Thinking of joining the Civil Service


Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

See our vetting charter.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
As part of the application process, you are required to complete a CV outlining your relevant skills and experience, a 500-word Statement of Suitability, and 3 separate 250-word statements addressing the specified behaviours.

CV – Please complete the qualifications, career history and skills/experience (Max 500 words per section).

Statement of Suitability - please explain in no more than 500 words why you are suitable for this role and include an example of where you have worked with others to consider and implement changes in working process.

The behavioural examples should each be no more than 250 words and must evidence when you have demonstrated the following behaviours:

• Managing a Quality Service

• Changing and Improving

• Working Together

The CV, Statement of Suitability and behaviours will be scored at sift.

Those who are successful at sift will be invited to interview and further tested against behaviours and strengths.
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.

Candidates must live within reasonable daily travel, which is usually an hour each way, of an HMRC Regional Centre.

Sift and Interview will take place within 5 weeks of advert closing date. Interviews may be held by video.

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. The inbox to contact is: hmrcrecruitment.grs@cabinetoffice.gov.uk Use subject line to insert appropriate wording eg Please re-open my application - 211267 & vacancy closing date 6th July 2022.

Security Update

If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

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.

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.

FIS may conduct background checks and any offer will be withdrawn if you fail to disclose any relevant material that causes conflict with you being able to complete the duties of the role.

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.

HMRC transformation

HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford.

In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. What’s more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

For more information please contact the vacancy holder.

Terms and Conditions

We really hope you decide to apply for this role. If you’re successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 – 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. We’ve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.


If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information. (Please note the attached document could also be called “Combined T&C and OGD Pay English”)

New entrants are expected to join on the minimum of the pay band.

Further Information

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.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility here

HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

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

Important information for existing HMRC contractual homeworkers:
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need, so please take into account the advertised office locations for this role when submitting an application and only select locations from the ‘location preferences’ section that you are able to travel to.

Reasonable adjustment

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.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.

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

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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.
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.