Deputy Director, Customer Support & Resolution

Job summary

Customer Support & Resolution (CSR) places the customer at the heart of HMRC’s compliance activity, supporting delivery of HMRC’s Charter commitments and improving customer experience across the organisation.

This role leads a diverse portfolio of high-profile operational services, including Complaints, Alternative Dispute Resolution (ADR), the Interest Review Unit, Extra Support and COVID Schemes compliance. The postholder will drive performance, capability and continuous improvement across these services, using insight and data to strengthen outcomes for customers and the organisation.

Job description

Key responsibilities include

• Providing strategic leadership across Customer Support & Resolution services, including Complaints, Alternative Dispute Resolution (ADR), Interest Review Unit, Extra Support and COVID Schemes compliance, ensuring delivery of key operational performance indicators, workforce oversight (circa 300 staff) and strong governance ensuring that CCG meets operational targets.
• Leading high-profile customer resolution and ministerial correspondence activity, working across HMRC and with customers to deliver timely, high-quality outcomes and a consistent quality service.
• Building and maintaining strong relationships with senior stakeholders, including the Adjudicator, Ministers, Legal Group and policy teams, to support complex complaints and dispute resolution.
• Driving continuous improvement by using insight and data from complaints and disputes to strengthen operational performance and enhance customer experience.
• Leading ADR operations, including accredited mediation services, to improve dispute resolution capability and contribute to wider policy development and system improvement.
• Providing leadership for Extra Support services, building capability within compliance teams and ensuring effective support for customers with additional needs.
• Providing operational insight and assurance to inform responses to Parliamentary, Treasury and public inquiry scrutiny, including COVID Schemes compliance.
• Leading governance discussions and capability development to ensure the organisation can effectively manage current and future compliance risks.
• Leading Digital Compliance Solutions designing and delivering services to customers that support them to be compliant with their tax obligations.

Person specification

The successful applicant will need to demonstrate relevant experience and effective delivery of the following essential criteria:

Essential criteria:

• Proven experience of leading large-scale, geographically dispersed operational delivery functions and driving performance across multiple service areas.
• Strong leadership capability, with the ability to provide clear direction and work collaboratively across senior leadership teams and complex organisational environments.
• Excellent communication and influencing skills, with the ability to build effective relationships with senior internal and external stakeholders.
• Demonstrable strategic thinking and the ability to respond effectively to changing priorities in a complex environment.
• Experience of using data and insight to drive service improvement and inform decision-making.
• Strong understanding of governance, risk and compliance, ideally within complex or high-profile operational environments.

Desirable Criteria:

• Experience or understanding of tax, compliance, or regulatory environments
• Experience of leading or working within complaint handling, dispute resolution, or customer service functions in complex organisations.
• Knowledge or experience of mediation, alternative dispute resolution (ADR), or customer insight-led service improvement approaches.

Benefits

Alongside your salary of £81,000, HM Revenue and Customs contributes £23,465 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).

Pension​

Your Civil Service pension is a valuable part of your total reward and is one of your biggest benefits.

When you join the Civil Service, you get access to the alpha pension with a generous employer contribution of 28.97% and some of the lowest member contributions in the public sector.

Please visit Civil Service Pension Scheme for more information.

Annual Leave and Bank Holiday Allowance​

25 days annual leave, increasing to 30 days after 5 years’ service (allowance pro-rata for part-time colleagues).

This is complemented by one days paid privilege leave to mark the King’s Birthday and is in addition to your public holidays.

Equality, Diversity & Inclusion ​

The Civil Service values and supports all its employees. At HMRC we want to create great places to work that are welcoming to all – where there is a strong sense of belonging and community.​

We embed inclusion in everything we do. Senior Civil Servants play a crucial role in promoting and maintaining inclusive behaviours, addressing disparities and reporting progress.

Our HMRC equality objectives 2024-2028 describe how we are working to become a more inclusive and representative organisation reflective of our values.

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

Shortlist

The panel will assess the evidence provided in your CV and statement. Candidates whose applications best meet the essential criteria will be selected for interview.

HMRC is a Disability Confident leader and guarantees to interview candidates applying under the Disability Confident Scheme who successfully meet the minimum selection criteria outlined in the person specification.

Due Diligence

Candidates should declare any perceived conflicts of interest at application, and this may be discussed with you at interview.

Informal Conversation

Shortlisted candidates will have the opportunity to speak to Janet Alexander prior to interview. This is an informal discussion to allow you to learn more about the role and is not part of the assessment process.

Assessment

If shortlisted, you will take part in the following assessments:

• Individual Leadership Assessment – a combination of psychometric assessments

Assessments are designed to support the panel’s decision making and highlight areas for further exploration at interview and do not result in a pass or fail decision.

Interview

You will attend a panel interview for a more in-depth discussion of your previous experience and professional competence. This will include a 5-minute verbal presentation (further information will be issued in advance).

Interviews are expected to take place virtually.

Offer and Feedback

Unfortunately, due to the anticipated number of applicants for this role, we are unable to provide feedback to those not successful at shortlist stage.

Candidates who are shortlisted and attend an interview will be offered feedback from a member of the interview panel. We will also send you a copy of the report for any assessment you have undergone.

Feedback will only be provided if you attend an interview or assessment.This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.

As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.

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 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 : Callum Lawn
• Email : scs.resourcing@hmrc.gov.uk

Recruitment team

• Email : scs.resourcing@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 a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. 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 web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitm…

Attachments

Deputy Director Customer Support & Resolution - Candidate Pack Opens in new window (pdf, 1078kB)