Job Description

Details

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Reference number

435857

Salary

81,000
A Civil Service Pension with an employer contribution of 28.97%
GBP

Job grade

SCS Pay Band 1

Contract type

Permanent

Business area

HMRC - Customer Service - Debt Management

Type of role

Debt Management

Working pattern

Flexible working, Full-time

Number of jobs available

1

Contents

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Location About the job Benefits Things you need to know Apply and further information

Location

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Belfast, Birmingham, Cardiff, Croydon, East Kilbride, Edinburgh, Glasgow, Leeds, Liverpool, Manchester, Newcastle-upon-Tyne, Nottingham, Stratford, Washington

About the job

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Job summary

The Customer Services Group (CSG), with approximately 22,000 colleagues, leads customer service across a wide range of HMRC functions, handling millions of interactions annually with the ambition to be a leading UK service provider.

A key part of CSG is Debt Management (DM), a nationwide operation responsible for resolving a significant amount of outstanding taxes and overpaid benefits (around 100 billion per year). DM is currently undergoing a major transformation, modernising its systems and ways of working to improve both customer and colleague experiences. The work of DM is strategically important for HMRC and the government, playing a vital role in delivering efficient debt collection and supporting the priority of "Closing the Tax Gap," evidenced by recent significant investment. Key objectives for CSG include enhancing customer experience, encouraging digital adoption, consistently meeting service targets, and evolving into a digital-first organisation, all under the strategic direction of its leadership team. Joining CSG and DM offers an opportunity to contribute to a large-scale operation with a clear purpose in supporting public services during a period of significant and positive change.

Job description

This is a senior operational role with responsibility for several specialist functions across Debt Management, including:

Debt Resolution Teams (Service Centres):

The primary contact point for debt customers, with a significant telephony focus.

Specialist Taxes:

Oversight of Inheritance Tax, Estates and Trusts, and Loan Charge.

Complaints handling.

Leadership and Management:

You will have direct line management of 3 Grade 6 leaders. Given the operational nature of the role, your leadership chain extends from Grade 7 down to AO level, impacting around 3000 frontline colleagues.

Key Responsibilities and Duties:

Your duties fall into three critical areas, focusing on effective delivery, modernisation, and people leadership.

Supporting Our Customers: Effective and Efficient Delivery:

Own the Performance:

Full management and responsibility for the successful delivery of business objectives and associated Key Performance Indicators (KPIs).

Maximise Collection:

Deliver optimum results across all channels, deploying resources flexibly to respond to demand and maximise Debt collection and resolution.

Enhance Service:

Use customer insight and data to improve processes, enhance the customer experience, and build on external engagement.

Lead Improvement:

Manage and take informed risks to improve services, responding proactively to feedback from customers and frontline colleagues.

Digitising Our Business

Modernisation Champion:

Actively support the modernisation of our services, ensuring digital transformation delivers better outcomes for our customers, our people, and the business.

Leadership: Making DM a Great Place to Work

Be a Role Model:

Act as a highly effective, visible, and inspirational leader, embodying the leadership behaviours expected at SCS1 level.

Drive Inclusion:

Be inclusive in everything you do, actively supporting DM and CSG inclusion plans and embracing new ways of working.

Foster Culture:

Create and support a people culture focused on respect and wellbeing. Foster behaviours that create a culture of empowerment that motivates and develops all our people.

Shape Strategy:

Shape and influence strategic direction for DM, collaboratively working with colleagues across CSG to deliver on our collective goals.

Develop Our People:

Advocate for the personal and professional development of our people as part of the Operational Delivery Profession, ensuring they have the skills and capabilities they need, improving career pathways, and inspiring teams to deliver their best.

Person specification

This role requires an inspirational and strategic leader who can drive performance and capability across a large-scale, multi-site operation. The successful candidate will demonstrate a blend of operational excellence, people leadership, and strategic agility.

Essential Criteria:

Strategic Leadership & Transformation:

Leading large, multi-site operations through significant transformation (including digital and process modernisation), maintaining a clear focus on customer-centric service delivery and measurable performance improvement.

Operational Excellence in a Regulated Environment:

Demonstrable track record of managing high-volume, regulated service environments (i.e. contact centres or financial services), delivering against challenging KPIs and driving continuous improvement.

People & Culture:

Inspiring, motivating, and leading large, diverse teams to deliver improved performance across remote and office-based settings, while actively fostering a positive, inclusive, and empowering workplace culture.

Building Capability at Scale:

Successfully implementing strategies to build organisational capability and expertise at scale to meet future strategic demands.

Data-Driven Decision Making:

Utilising data and customer insight effectively to inform strategic direction, optimise operational processes, and enhance end-to-end customer outcomes.

Executive Influence:

Demonstrating excellent communication and influencing skills for effective collaboration at the Executive level and across complex organisational boundaries.

Desirable Criteria:

Experience in debt management, collections, or financial recovery operations, ideally within a regulated environment.

Benefits

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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.
Whatever your role, we take your career and development seriously and want to enable you to build a successful career with the department and wider Civil Service.


It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you'll benefit from regular performance and development reviews to ensure this development is ongoing.


As a Civil Service employee, you'll be entitled to a large range of benefits.


This includes:

+ 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years' service. This is in addition to your public holidays. + This will be complemented by one further day paid privilege entitlement to mark the King's Birthday.
+ Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle.
+ Flexible working patterns and access to Flexible Working Schemes allowing you to vary your working day as long as you work your total hours.
+ A competitive contributory pension scheme that you can enter as soon as you join and where we will make a significant contribution to the cost of your pension. Your contribution comes out of your salary before any tax is taken and will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.
+ Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers.
+ Use of onsite facilities (where applicable).
+ Occupational sick pay.

Things you need to know

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Selection process details

For full selection process details please see the attached Candidate Pack



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 meet the security requirements before they can be appointed. The level of security needed is security check .



See our vetting charter .
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) 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

Working for the Civil Service

The Civil Service Code 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 .
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 the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

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This vacancy is part of the Great Place to Work for Veterans 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

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Job contact :

Name : Louise Martin Email : scsresourcing@hmrc.gov.uk
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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 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-recruitment/complaints/