Field Collections Team - National Collector

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.

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This national, field-based role is within HMRC Debt Management’s Field Collections Team, collecting overdue tax to fund UK public services. Select the nearest advertised location when applying. Separate merit lists will be maintained for each location, with appointments made in merit order according to business need.

Geographical Vacancy locations are: Aberdeen; Brighton; Bristol; Chelmsford; Chester; Coventry; Cumbria; Doncaster; East London; Enniskillen; Harrow; Hemel Hempstead; Hereford; Kingston upon Thames; Lake District; Leicestershire; Londonderry; Luton; North London; North West London; Northamptonshire; Omagh; Perthshire; Peterborough; Reading and Slough (Berkshire); Somerset; Southall; Stevenage; Swindon (Wiltshire); Watford (Hertfordshire); and Worcester.

This is an exciting time to join a modern digital Field Collections Team within HMRC Debt Management, whose core purpose is to collect money to fund UK public services. Field Collections are responsible for pursuit and collection of overdue taxes.

You will visit company directors, sole traders, partnerships and other customers at homes and business premises, often without an appointment. You will establish their circumstances, secure payment and take appropriate recovery action, including authorised enforcement under the legislation applying in England, Northern Ireland or Scotland.

Close to 90% of your working time will be spent travelling within your allocated area and visiting customers, although wider travel and occasional overnight stays may be required. You will receive mobile-working and lone-worker safety equipment and may be eligible to apply for an HMRC company-car scheme. A structured 12-week full time training programme and ongoing peer support will be provided.

This public-facing role requires you to speak English fluently so you can communicate clearly, confidently and effectively when explaining requirements, gathering information, negotiating payment arrangements and taking appropriate action. This job-related requirement will be assessed at interview.

Candidate webinars will be held on Teams at 10:00 on 27th Oct 2026 at 10am.

Candidate Information Session - Field Collections Team - Tues 27th Oct 26 @ 10am – Fill in form

Job description

• Plan and manage an allocated caseload, prioritising work to achieve timely and effective outcomes.
• Visit customers unannounced at homes and business premises, including unannounced visits, in accordance with operational instructions and personal-safety requirements.
• Gather, verify and analyse relevant information to understand customer circumstances and inform make proportionate decisions.
• Communicate clearly and confidently, balancing empathy and fairness with the need to explain HMRC requirements and secure compliance.
• Collect payments and negotiate payments arrangement where appropriate.
• Identify relevant assets and progress authorised enforcement activity in line with the legislation and procedures applicable to the location.
• Maintain accurate digital records, complete administrative work and use Office 365 and other HMRC systems effectively.
• Work flexibly across the operational area, including occasional overnight stays or varied attendance where business needs require this and appropriate notice is given.
• Represent HMRC professionally and uphold the Civil Service values in every customer and stakeholder interaction.
• This is a field-based role and 90% of your working time is spent travelling and visiting customers.
• You will work within an allocated geographical area, but wider travel may be required to meet operational needs.
• Occasional overnight stays may be required for work or training, with notice provided and expenses handled under the applicable policy.
• The role is not suitable for contractual homeworking because of its mobile and customer-facing requirements.
• Approved equipment will be provided to support mobile working. Vehicle arrangements and eligibility will be explained during the recruitment or onboarding process.

Successful candidates will receive a structured training programme and ongoing workplace support. The training will cover the knowledge, systems, customer-handling skills, safety requirements and operational procedures needed for the role. You will undertake a bespoke 12-week training and development programme, when full-time working is required.

Person specification

As an influential officer of the Field Collections Team, you will need to be organised, driven, manage your own time effectively, and communicate successfully. At times you will be an empathic civil servant and at other times an authoritative, assured and confident debt collection officer. Under challenging circumstances, you will operate fairly in your dealings with members of the public and with external and internal stakeholders.

Be part of a large and extremely engaged nationwide team who are inclusive, flexible, adaptable and creative in solving problems and dealing with change.

Whilst on the road, which is 90% of your time, you will be an ambassador for HMRC. You will take customer service, etiquette and fairness seriously and demonstrate it professionally. You will be self-motivated and always looking to develop your expertise.

Use your knowledge to remind customers about relevant laws, including Taking Control of Goods (England), Levy Distraint (Northern Ireland), and Summary Warrant actions (Scotland).

Use available digital platforms and apply good judgement to make decisions to progress each case and deal with associated queries.

Field Collections operates flexibly to maximise contact with customers and 90% of the working day is spent “on the road” calling at premises unannounced. Advance notice will be provided regarding any overnight stays required for business purposes or training, and all applicable expenses will be reimbursed.
Field Collections Team operates across the United Kingdom with a flexible working setup, allowing colleagues to work remotely during the week.

Essential Criteria:

• Strong planning and organisational skills to deliver consistently high outputs in a fastpaced environment.
• Flexibility and ability to deliver a great customer experience with internal and external exposure across many levels of seniority.
• Adaptable and capable of operating in dynamic, fast-paced environments; comfortable working within tight deadlines and under pressure.
• Excellent interpersonal skills with a proven ability to influence and engage others effectively.
• Skilled in gathering and analysing data to make sound, evidence-based decisions (including when they are unpopular).
• Highly observant, ensuring all relevant information is considered.
• Proficient in Office 365.
• Manage your own caseload and undertake related administrative tasks.
• Strong time management and communication skills.
• A Full UK Driving Licence.

Other Information

This public-facing role requires you to speak English fluently so you can communicate clearly, confidently and effectively when explaining requirements, gathering information, negotiating payment arrangements and taking appropriate action. This job-related requirement will be assessed at interview.

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 depending on business need. Please be aware that you cannot change your location preference after submitting your application.

Licences

Applicants must hold a Full UK Driving Licence and be confident to drive in various areas and climates most of the day, every day while carrying out the role.

Benefits

Alongside your salary of £31,096, HM Revenue and Customs contributes £9,008 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 Strengths 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 previous experiences.
  
• A 500-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 essential criteria and person specification outlined in the advert.

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

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

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.

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, merit lists will be created for each location advertised within the vacancy. If you are successful at interview, you will be placed on the merit list for any locations you have expressed an interest for. Appointments from each merit list will be made in strict merit order.

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:

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

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

Successful candidates must undergo a standard (or equivalent) criminal record check.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 : Ketan Tanna
• Email : ketan.tanna@hmrc.gov.uk
• Telephone : 03000514728

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.