Services Director / Chief Operating Officer

Job summary

Message from the Chief Executive

Diolch [thank you] for your interest in applying for the role of Services Director / Chief Operating Officer at the Welsh Revenue Authority (WRA), the first non-ministerial department of Welsh government. This is truly an exciting chapter in our evolution, and this new role is at the heart of taking our organisation forward.

We’ve had great success in setting up the WRA and I’m proud of all we’ve achieved in partnership with Welsh taxpayers to create a Welsh way of doing tax that places the customer at the heart of our services.

We’ll continue to develop our services and as we implement the Visitor Levy and National Registration, we will evolve into an organisation which also provides services on behalf of Local Authorities in Wales, and this will be at the heart of the role over the next few years.

But we recognise we can go further. We want to make the most of all the skills and experiences we have in the WRA and believe a multidisciplinary ‘service team’ approach can help us to keep learning, keep customers at the heart of what we do, and ensure our sustainability. We want somebody to help inspire and lead this next phase of our development.

We look forward to hearing from people interested in helping us grow and improve what we do while retaining the warm, friendly spirit that you might expect in a small organisation.

Rebecca Godfrey (Chief Executive, Welsh Revenue Authority)

To arrange an informal chat with the WRA Chair, Ruth Glazzard, or WRA Chief Executive,
Rebecca Godfrey, please contact us at recruitment@wra.gov.wales.

Job description

The role of Services Director / Chief Operating Officer is an exciting role, key to leading the WRA’s future development. The WRA has been successful in establishing an innovative approach to the delivery of tax in Wales. We are now looking to build on that foundation as we expand to deliver new functions, and the role of Services Director / Chief Operating Officer will be to lead our new service delivery model, and our services. These are currently Registration, Tax Calculation, and Payment.

With direct responsibility for a diverse portfolio of teams including our tax technical teams, our externally facing services, and our customer facing operations, the role will require someone with strong strategic leadership skills and a track record of working innovatively and collaboratively to develop service delivery.

With National Registration coming, we'll soon have non-tax functions for the first time. As Services Director, you’ll play a pivotal role in making this work operationally, and also culturally - leading teams whose customer-facing responsibilities will be mixed as they extend beyond tax.

You’ll have overall responsibility for the performance, quality and improvement of our services. You will be responsible for:

• the operational delivery of our services to the public, and championing Our Approach
• defining and implementing the strategic visions for our services, working with corporate strategy teams to shape the WRA's future direction
• championing the customer voice and ensuring the continuous improvement and transformation of our services in line with customer needs and expectations
• the budget and resources allocated to our services
• ensuring the end-to-end customer journey across the services is not lost, ensuring that the services join up and allow customers to move seamlessly between them
• managing teams and championing the work of professionals across multiple professions, including the operational delivery profession, the tax profession and digital, data and technology (DDaT) roles linked to service ownership, and ensuring a high standard of practice
• developing external relationships and working in collaboration with our external partners and a broad range of stakeholders

You will also be the Senior Responsible Officer (SRO) for the delivery of the Visitor Levy & National Registration (VLNR) Programme. This is a high-profile piece of work for us, and the first time we have expanded and grown in this way. The timescales are tight, and we need someone with the passion, knowledge, energy and engagement skills to provide the leadership, challenge and drive needed to deliver these digital services. In that role you will be responsible for,

• defining and communicating the vision and objectives in line with policy or strategic intent
• assuring ongoing viability
• engaging key stakeholders
• providing the team with leadership, decisions and direction
• ensuring the delivered solution meets the needs of the business and stakeholders

You’ll be responsible for ensuring the VLNR services coming out of the programme transition into service delivery, and become embedded as business as usual activities.

You’ll be an integral member of our Board, Tîm Arwain (the WRA’s executive committee), and play an important corporate leadership role across the whole organisation.

The role will also require the post holder to quickly create good relationships with a number of senior stakeholders in Welsh Government, the Welsh tax environment, and across UK government in order to promote, secure support and provide reassurance for our way of doing tax. This will involve being an ambassador for the WRA, whether that’s in Select Committee meetings of Senedd Cymru (Welsh Parliament) or at UK tax forum events.

You’ll need to be confident, have strong analytical skills and be able to competently use data to inform long-term decisions.

This role will require you to be willing and able to work with uncertainty and through change. A lot is happening, both within the WRA and around us. We are doing many things for the first time, which makes it an exciting time to join. But this means that as we learn, grow and change we will need to work and think things through, and we need someone who can help drive this, and lead others through it.

The role provides a unique opportunity, at an exciting time, to work across a range of 14 professions, across the range of tax risk mitigation and enforcement work, deliver existing services and develop new ones. It’s an opportunity to do something truly different in the tax environment in Wales and the UK.

Person specification

Key tasks and responsibilities

• Providing strategic leadership of service delivery, overall responsibility of the performance, quality and improvement across those services. Ensuring those expanding services are fit for purpose, and we continue to support customers to meet their legal obligations.
• Developing the WRA’s innovative new service delivery capability.
• Being the SRO for the VLNR programme, with responsibility for ensuring the VLNR services coming out of the programme transition into service delivery, and become embedded as business as usual activities.
• Championing Our Approach to ensure the WRA remains customer focused as it grows and develops, and thinking creatively to deliver in different ways to achieve everyday excellence in our services to the public and taxpayers.
• Developing and delivering the WRA’s approach to tax risk mitigation, compliance and enforcement.
• Being an ambassador for the WRA externally, representing the organisation, our purpose, and the Welsh way of administering taxes.
• Taking corporate responsibility for wider cross-cutting priorities in Tîm Arwain.
• Being a member of the WRA Board.

Person Specification

The role of the Services Director/Chief Operating Officer is high-profile and influential. We are seeking an ambitious, collaborative, forward-thinking leader who can combine strategic vision with delivery. We welcome individuals who can offer fresh perspectives, strategic thinking, and a commitment to delivering high-quality outcomes, with a strong desire to make a positive impact. We’re committed to diversity and inclusion and encourage applications from individuals from all backgrounds.

The successful candidate will be able to demonstrate:

• Leadership experience in a service delivery or operational delivery role, preferably related to tax, and a knowledge and appreciation of the tax landscape across Wales, the UK and other devolved administrations.
• Excellent leadership skills – proven experience of strong and inspirational leadership, providing vision and strategic direction to motivate others, achieve the highest levels of performance and ensure a culture of continuous improvement and innovation.
• Strong understanding of organisational governance, risk and financial acumen and experience of managing a budget to drive efficiencies and resources effectively.
• The ability to evaluate service performance and implement continuous improvement measures
• Experience leading multidisciplinary teams, implementing strategic plans and driving organisational change
• The ability to work with Ministers effectively and command their confidence, operating in a complex political environment.
• Excellent communication skills with proven experience and ability to influence and motivate people at all levels and communicate to high standard with ministers, senior leaders, colleagues and strategic partners.
• A passion for championing equal opportunities, diversity and inclusion, creating an inclusive and collaborative approach in all activities.

Candidate information session

We’ll be holding a candidate information session on Tuesday 20 January at 4pm and Thursday 22 January at 12.30pm via Teams where you’ll have the opportunity to ask questions and learn more about how we recruit. If you would like to attend, please register for one of the sessions below:

• Tuesday 20 January at 4pm: Business Wales Events Finder - Candidate Information Session - Services Director/Chief Operating Officer
• Thursday 22 January at 12.30pm: Business Wales Events Finder - Candidate Information Session - Services Director/Chief Operating Officer

Languages

We’ve undertaken an objective assessment of the Welsh language skills needed to undertake the duties of this role. Welsh skills are not essential for this role. This means that you do not need Welsh language skills to undertake this role and these skills won’t be assessed during the recruitment process. However, we actively encourage all staff to learn, or improve their Welsh language skills. Informal and incidental use of the language is encouraged across the WRA and we offer a range of learning opportunities to suit everyone.

Benefits

Alongside your salary of £81,000, Welsh Revenue Authority 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.

The successful candidate will be appointed on the modernised Senior Civil Service terms and conditions.

• 34 days rising to 39 days leave (including public holidays and a privilege day)
• Generous employer contribution Civil Service pension
• Flexible and hybrid-working
• Generous family-friendly leave policies
• Support for continuous professional development
• Free Welsh language courses and time off to learn
• Vivup Cycle2Work and advances of salary for season Travel Tickets
• Tusker car scheme
• Access to subsidised sports groups
• Lifestyle Benefits offering discounts on shopping, restaurants and entertainment
• Access to a range of staff diversity networks
• Free counselling and support service via our Vivup Employee Assistance Programme and Your Care Health platform
• A thriving culture that’s described as innovative, collaborative and kind.
• We operate flexible and hybrid working with offices in Cardiff and Merthyr Tydfil.

More information about working for us can be found on our website.

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

Selection Process

To apply for this role we ask that you submit a CV and personal statement.

Your CV should be no longer than 2,000 words. We operate anonymised recruitment and the selection panel will not see personal information while shortlisting, in line with our commitment to end bias and promote equality and diversity. Please do not include your name on your CV and personal statement.

Your statement of suitability should be no longer than 1,250 words. Please explain how your professional qualifications, skills, qualities and experience meet the essential criteria included in the person specification and how you meet the key behaviours.

Shortlisting & Longlisting

Yolk is acting as an employment agency advisor to the Welsh Government on this

appointment, your application and contact details will be shared with them as part of the assessment process. According to GDPR guidelines, Yolk is only able to process your Sensitive Personal Data (racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data, health, sex life, or sexual orientation) with your express consent. By submitting an application, you consent for Yolk to process your personal data.

Candidates who are longlisted by the recruitment panel, or all candidates if the longlist is not completed, will be interviewed by a consultant from Yolk, this will be approximately 45-60 minutes long to explore more about your experience and what you could bring to this role.

A shortlisting meeting with take place with the full panel to discuss the final sift outcome, considering the full application, CV, personal statement and feedback from interviews with Yolk.

Assessments

You will be required to undertake an online individual leadership assessment. These include a discussion with a psychologist via Microsoft Teams. You will receive a link to the online tests if you have been invited interview. You do not need to take these tests again if you have completed these tests in the last two years for a role at the same grade.

Before your interview, the selection panel will receive feedback on your psychometric tests.

You will be given a presentation topic before your interview and will be asked to give a 5-minute verbal briefing. Interviews will last around 60 minutes and will consider how your skills and experience meet the requirements of the role. The interview will be held in person at our Cathays Park office in Cardiff.

Success criteria

We'll assess you against the following behaviours and experience criteria:

Behaviours

Criteria

Assessed in personal statement and CV

Assessed during interview or assessment

Changing and Improving

Implement changes that transform flexibility, responsiveness and quality of service

Yes

Yes

Managing a Quality Service

Break down complex aims into clear, practical and manageable plans

No

Yes

Seeing the Bigger Picture

Identify and shape how your work area fits within and supports the priorities of the organisation

No

Yes

Delivering at Pace

Provide clarity about the action required to achieve results and address unexpected developments

Yes

Yes

Making Effective Decisions

Act decisively and make bold, unbiased decisions at a strategic level

Yes

Yes

Experience

Criteria

Assessed in personal statement and CV

Assessed during interview or assessment

Experience of providing visible, collaborative and inclusive leadership, including the delivery of high impact strategic plans with measurable outcomes.

Yes

No

Proven track record at senior level of building, managing and leading high performing diverse teams of knowledgeable, specialist staff, and with the skills to empathise with, influence and enthuse staff, partners and stakeholders.

No

Yes

Proven track record of championing equal opportunities and diversity ensuring an inclusive approach in all activities.

No

Yes

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 counter-terrorist 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

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).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 : Nici Jones at Yolk Recruitment
• Email : Nici.Jones@yolkrecruitment.com
• Telephone : 02921 673 716 or 07458 161 402

Recruitment team

• Email : Nici.Jones@yolkrecruitment.com

Further information

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition. See the Civil Service Commission's recruitment principles where this is set out.
If you feel your application has not been treated in line with the recruitment principles, and you wish to complain, you should contact the Head of HR.
Email: hr@wra.gov.wales
If you’re not satisfied with our response, you can contact the Civil Service Commission.

Attachments

Candidate pack - Services Director - Chief Operating Officer Opens in new window (pdf, 4717kB)Pecyn ymgeiswyr - Cyfarwyddwr Gwasanaethau - Prif Swyddog Gweithredu Opens in new window (pdf, 4869kB)