Applications Operations Engineer

Job summary

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This is an exciting opportunity to become a Batch System Operations Team Lead working on the NPS (National PAYE System) Service as part of HMRC’s Critical National Infrastructure.

The NPS Batch Execution team is part of the wider Contact Engagement Platform (CEP) function. This, in turn, sits within HMRC’s CDIO Chief Engineering and Platform Office (CEPO) business area.

We are accountable for the end-to-end service for HMRC’s IT Systems & Services, and our focus is on ensuring a consistent and excellent Customer Experience. We work closely with hardworking, upbeat people who grow with the challenge of delivering world class Services on behalf of the UK Taxpayer, HMRC and their partners.

Job description

As part of CEP, the main functions of the NPS (National PAYE System) Batch Operations Team are the scheduling, processing, monitoring and recording of actions on the NPS System and the support of the on-line NPS service sitting on the National Insurance Recording System (NIRS). NIRS is the computer system for DWP and HMRC which contains all the information needed in the administration of National Insurance, Pay as You Earn (PAYE), benefits and pensions.

The NPS (National Insurance Pay as You Earn Service) Batch Processing Team provides a shift based 24*7*365 batch processing operational and technical support service for all planned and periodical exercises on the agreed NPS annual schedule.

Key daily tasks and responsibilities include:

• Process Scheduling and Request Fulfilment
• Process Execution
• Process Monitoring
• Event Management
• Process Recording
• Incident Logging and Escalation
• Incident Management
• Problem Management
• Performance Reporting
• Service Monitoring
• Back-Up and Restore
• Continual Improvement Environment

The role is shift-based and that is a non-negotiable pre-requisite for working as part of the NPS Batch Execution team.

The shift pattern is broadly (but there may be some small variances):

Week 1:
Monday: 1855 – 0700
Tuesday: 1900 – 0700
Wednesday: 1900 – 0700
Thursday: 1900 – 0700
Friday: Rest Day
Saturday: Rest Day
Sunday: Rest Day

Week 2:
Monday: Rest Day
Tuesday: 0645 – 1900
Wednesday: 0700 – 1900
Thursday Rest Day
Friday: 1900 – 0700
Saturday: 1900 – 0700
Sunday: 1900 – 0700

Week 3:
Monday: Rest Day
Tuesday: Rest Day
Wednesday: Rest Day
Thursday: 0645 – 1900
Friday: 0700 – 1900
Saturday: 0700 – 1900
Sunday: 0700 – 1900

Week 4:
Monday: 0700 – 1900
Tuesday: Rest Day
Wednesday: Rest Day
Thursday: Rest Day
Friday: Rest Day
Saturday: Rest Day
Sunday: Rest Day

To re-iterate, this role attracts an Annual Attendance Allowance (AAA) payment. This is at least 20% and up to a maximum 26.11% monthly payment on top of your basic salary.

Note: Bank Holidays are normal working days, but you will get a 7.4-hour credit for each Bank Holiday in the working year. Usually 8 Bank holidays per annum, so a total of 59.2 hours.

Security Information

Security Clearance (Security Check - SC) is a key requirement of the role and will be applied for, via the National Security Vetting Solution (NSVS), on successful take up of duty.

Person specification

Key responsibilities are:

• Managing/Processing (scheduling, inputting, monitoring, escalating and problem resolving) - The NPS standard daily batch, business-critical NPS periodical exercises and HMRC key business events such as the NPS Annual (Tax) Coding run and End of Year (Employer) returns.
• Processing, monitoring and escalating for PEGA Work Management.
• The Shift leader will have primary responsibility for their NPS shift service delivery, key escalations and overall batch management of their NPS shift. They will act as a Single Point of Contact (SPOC) for NPS Batch and on-line issues.
• The Shift Leader also has team leader responsibilities not limited to but including quarterly staff 1-2-1s, assistance with and encouragement of SMART goal setting and promote a culture of continual improvement.

Key Deliverables are:

The timely update of taxpayer records on the NPS database and the availability of the NPS/NIRS (National Insurance Recording System) on-live service that meets HMRC, effectively allowing up to 2,900 users to access the system concurrently.

Essential Criteria

• Knowledge and experience of supporting complex IT systems from a technical and operational perspective.
• Working understanding of key support applications such as Tivoli Workload Scheduler, Unix, Berlin Job Scheduler and Service Now.
• Experience of managing a technical team to achieve key deliverables.
• Methodical approach to problem solving and analytical skills.
• Completion of ITIL v4 (overview or full course).

Desirable Criteria

• Experience of HMRC Services in particular National Pay As You Earn Service (NPS).
• Experience of working with complex batch systems.
• Ability to work in a high-pressure environment.
• Security awareness, incident & problem management methodologies.
• Advocate of best practices.

Working Pattern

Due to operational needs, these posts are full-time; however, applicants who need to work a more flexible arrangement are welcome to apply. We cannot guarantee that we can meet all requests to work flexibly as any agreement will be subject to business ability to accommodate. Any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Office Closures

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)

These sites are:

• Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford - moving to Parkside Court, Telford

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

Leeds Locations

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.

Behaviours

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

• Working Together
• Changing and Improving
• Making Effective Decisions

Benefits

Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 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).

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 HMRChear from our insiders or visitThinking of joining the Civil Service

Things you need to know

Artificial intelligence

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Experience.

How to Apply

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

• A name-blind CV including your Job History and key achievements from your career which reflect the requirements of the role outlined above. Provide specific instances from your career detailing successes where you can.
• A 500-word Personal Statement which should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Essential Criteria as outlined in the advert.

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

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

The interview will be 1 hour in duration and will be held by a 3-person panel. During the panel interview, you will be assessed against the behaviours outlined below and your experience. You will be asked one question per behaviour and one experience based question which will reflect the key responsibilities and essential criteria outlined in the job description.

Behaviours

• Working Together
• Changing and Improving
• Making Effective Decisions

When answering you will be required to provide a specific instance from your career which demonstrates the technical skill, experience or behaviour in question. You would be advised to prepare specific examples from you career in advance.

You will be advised to apply the STAR (Situation, Task, Action, Result) technique when delivering examples. You would be encouraged to prepare demonstratable examples of your experience ahead of the interview to ensure meaningfulness and completeness.

Interviews will take place via video link.

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. 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]’.

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

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

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.

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

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.

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).

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.

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 in 2 working days.

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.

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

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. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.

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 (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

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

Open to UK nationals only.

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 theCivil 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

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

Job contact :

• Name : Ben Hughes
• Email : ben.hughes@hmrc.gov.uk
• Telephone : 03000592703

Recruitment team

• Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk

Further information

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.