Senior Account Manager
Job description
- Job grade: Senior Executive Officer
- Contract type: Permanent
- Business area: HMRC - Comms - Strategic Content, Communications & Campaigns
- Type of role: Communications / Marketing
- Working pattern: Flexible working, Full-time, Job share, Part-time
- Number of jobs available: 1
Location
Please note that due to workforce controls, Croydon, Newcastle-upon- Tyne and Stratford are only available to existing HMRC staff in these locations. HMRC staff based in Reading can also apply to move to Croydon or Stratford in line with Migration path. HMRC staff based in 100PS can also apply to move to Croydon or Stratford,. HMRC staff based in Washington can apply to move to Newcastle.
About the job
Job summary
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.
It’s an exciting time to join HM Revenue and Customs (HMRC). As the UK’s tax authority, we collect the money that pays for public services and support millions of customers every year to get their tax and benefits right.
HMRC Communications delivers professional, high impact communications and campaigns across the organisation and is part of the Government Communication Service (GCS). It is one of the largest communications teams in the public sector. This enables us to offer excellent opportunities to talented people, both in terms of the breadth of our work and in opportunities for career development.
Brand and Creative sits within HMRC Communications and provides specialist design, motion and creative support for priority campaigns and business objectives.
We’re responsible for enabling and developing innovative, creative content that support business objectives and meets the needs of our internal and external customers. With 72,000+ employees, 45 million individual and 4.9 million business customers, our reach is vast. We also work on cross-government campaigns to support Cabinet Office and GCS priorities.
Job description
As a Senior Account Manager, you will play a key role within the Brand and Creative team, ensuring the successful delivery of a wide range of creative commissions for internal clients and stakeholders. This will include managing end-to-end creative projects as well as fast-paced, responsive content requests.
You will act as the primary link between clients and creative teams, overseeing resource allocation, project planning and delivery schedules to ensure high-quality work is delivered on time, both through internal teams and external agency partners.
Supporting every stage of the creative process, from briefing and creative strategy through to concept development and production, you will ensure that stakeholders and delivery teams are aligned, informed and clear on their roles and responsibilities throughout.
Your ability to build strong, trusted relationships across the organisation will have a direct impact on the team's effectiveness and reputation. Working collaboratively with colleagues, you will help position Brand and Creative as a centre of excellence, supporting and enabling high-quality creative delivery across HMRC.
This is a busy, varied and fast-paced role where no two days are the same. Managing multiple projects, stakeholders and delivery teams simultaneously, you will combine strong creative and communications expertise with the confidence to influence, challenge and motivate others, ensuring accountability and successful delivery at every stage.
For further information regarding the role please contact Paul Dixon - paul.dixon1@hmrc.gov.uk
Person specification
Key Responsibilities
- Own the end-to-end creative project management lifecycle, ensuring requirements, deliverables and expectations are clearly defined, communicated and translated into actionable plans for delivery teams. Monitor project schedules, resources and workloads to ensure successful delivery.
- Lead the team's project management and workflow processes, using tools such as Monday.com to manage demand, prioritisation, resource allocation and delivery. Embed best practice across Account Management and Creative teams, ensuring high-quality briefing, efficient ways of working and the successful delivery of multiple concurrent projects.
- Act as the primary point of contact for clients, building trusted relationships and serving as the key liaison between stakeholders and creative teams. Manage expectations throughout the project lifecycle and ensure effective communication at every stage.
- Provide challenge and guidance during briefing and delivery phases to ensure robust processes are followed. Advise clients on the most appropriate creative solutions, brand standards, accessibility requirements, audience insight needs and procurement considerations.
- Commission and manage third-party creative agencies and suppliers to support campaign delivery, working closely with stakeholders to ensure activity meets objectives, timelines and quality standards. This may include services such as voiceovers, studio bookings, photography, illustration, animation and specialist creative resource.
- Collaborate with internal clients to understand advertising and media creative requirements, translating technical specifications into clear, actionable briefs for creative teams.
- Present creative work and project progress to clients and stakeholders, coordinating the delivery schedule across creative teams to ensure outputs are delivered on time, on budget and to a high standard.
- Evaluate project delivery and client satisfaction, using feedback and performance measures to demonstrate value, effectiveness and return on investment.
- Drive continuous improvement across Account Management and Creative teams, identifying opportunities to strengthen processes, improve collaboration and enhance the overall service offer.
- Manage, mentor and develop Account Managers within the Brand and Creative team, helping to build capability and maintain excellent client service standards. Provide effective line management for 1-2 team members through regular performance conversations, coaching, development planning and ongoing support.
- Stay informed of emerging trends, technologies and best practice in creative delivery, communications and project management, bringing new ideas and innovation into the team while providing guidance and support to colleagues.
- Actively contribute to Government Communication Service (GCS) networks and communities of practice, sharing learning, adopting best practice and building strong cross-government relationships to enhance the team's effectiveness and reputation.
Essential Criteria
- Significant experience in account management, project management or campaign delivery within a fast-paced agency, in-house creative or communications environment.
- Professional qualification in communications, marketing, project management or a related discipline, and/or membership of a relevant professional body, with a commitment to maintaining relevant qualifications and memberships.
- Proven ability to manage multiple projects simultaneously, balancing competing priorities, meeting deadlines, maintaining high standards and effectively managing client expectations.
- Strong stakeholder management, relationship-building and communication skills, with the confidence to advise, influence, challenge constructively and present ideas clearly to a range of audiences.
- Experience delivering integrated creative campaigns and communications across brand, marketing, publishing, digital, social and corporate channels.
- Good understanding of brand management, design processes, accessibility standards, content production, creative production and the technical requirements of multi-channel communications and marketing assets.
- Strong organisational and project management skills, including the use of project management and workflow tools, with a proactive approach to planning, monitoring and reporting.
Further Location Information
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
For more information on where you might be working, review this information on our locations.
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.
These sites are:
- Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
- Lynx House, Portsmouth – moving to an alternative office in Portsmouth
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.
Qualifications
Professional qualification in communications, marketing, project management or a related discipline, and/or membership of a relevant professional body, with a commitment to maintaining relevant qualifications and memberships..
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
Benefits
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
Things you need to know
Artificial intelligence
Selection process details
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, qualifications and previous experiences. Your job history should be for up to your last 4 roles and no more than 150 words per role.
- A 750-word personal statement. Your personal statement should show how you meet the person specification and essential criteria.
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 the 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
During the panel interview, you will be assessed on Experience, Behaviours and Strengths.
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
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.
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.
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.
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.
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.
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
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
Working for the Civil Service
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).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Anita Burnett
- Email : anita.burnett@hmrc.gov.uk
Recruitment team
- Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk
Further information
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