Customer Compliance Manager - Croydon

Customer Compliance Manager - Croydon About the job

Job summary

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HMRC, the UK's tax, payments, and customs authority, is looking for a Customer Compliance Manager to join our Compliance Group.


Our role is vital, to bring in the money to pay for the country's public services and give financial support to people. Our vision is simple, to be a trusted, modern tax and customs department. An organisation that makes it easy for our customers to get tax right, and hard for anyone to bend or break the rules.

Large Business (LB) is responsible for over 2,000 of the UK's largest businesses, which pay a significant proportion of total HMRC business taxes and duties.

Each business in Large Business has a Customer Compliance Manager (CCM) who is responsible for managing the overall relationship with the customer and all aspects of the customer's tax affairs ensuring the right amount of tax is paid at the right time and that any risks are identified, and disputes settled through agreement, or where that is not possible litigation. The CCM fosters tax transparency and the co-operative compliance framework promoting the Compliance Professional Standards and leading the Tax Specialist team.

LB operates a regional structure with each region led by a Deputy Director (DD) who is accountable for delivering the LB Strategy, Operational Delivery and People Leadership across the regions.

LB London specialises in the banking and asset management sector.

The role can be based from either our Croydon or Stratford Regional Centres.

Job description

This is an exciting opportunity to join a dynamic, high performing team within LB.

As well as being accountable for managing the relationship with your customers and the compliance work undertaken on them, CCMs need to role model positive leadership behaviours building engagement and capability across the region.

We're seeking someone who's looking to make a lasting impact and grow with the team over time.

Key Responsibilities

Roles and responsibilities will include but not limited to

• Lead and motivate multidisciplinary teams of tax and other professionals in assessing and dealing with tax risk in Large Business.
• Establish, build and maintain professional relationships with key stakeholders both outside and inside HMRC across all tax and business responsibilities.
• Develop a tax professional knowledge across the taxes and a deep understanding of the customers, their business drivers including attitudes to risk and compliance, influencing their approach to tax.
• Discuss and explore complex tax issues, identifying and resolving any differences of the risk view between the business and HMRC by applying the department's Litigation and Settlement Strategy using information powers appropriately to deliver outcomes within agreed timelines and Compliance Professional Standards.
• Ensure accurate and timely data management for CCM customers, maintain clear audit trails, adhere to governance guidelines, to ensure HMRC systems are up to date. Handle customer information responsibly and in compliance with UK GDRP and departmental policy.
• Carefully manage complex, sensitive and potentially challenging reputational issues.
• Prepare and deliver an integrated risk assessment for the business and work collaboratively to plan any future interventions to ensure that they fully reflect the risks within the business.
• Lead and direct all communications and interventions, bring in HMRC's specialists when required, manage situations where delays have arisen due to complexity or difficulties. Be accountable for the successful delivery of outcomes.
• Be an active participant in the Regional and National CCM community.
• Ensure that your own Continuous Professional Development is up to date and share your expertise and knowledge with colleagues within the regional CCM community and across all tax regimes at sector and regime forums and training events.
• You will also play an active role in developing our approach to compliance in the region by:-

Promoting the range of compliance responses to emerging risks, including upstream and one to many approaches. Working with key stakeholders to develop the most efficient approach to addressing risk.

Contributing to improvement in compliance quality by ensuring that the quality of your own work and that of colleagues:-

• adhere to HMRC policy and procedures.
• leads to resolution within the governance framework.
• adheres to the compliance professional standards.

There are no direct line management responsibilities.

Person specification

The successful candidate will take on some of the UK's largest and most complex customers which bring with them wider leadership responsibilities. These may include representing HMRC at meetings with industry bodies and working alongside policy colleagues to ensure HMRC operational and policy messages are aligned and delivered effectively.


Therefore, the job holder will role-model positive leadership behaviours, have strong communication skills and be able to influence stakeholders, not only in their direct team but more widely in the office and across the region at all grades including Senior Civil Service.

As a leader the role holder should:

• Be a visible and accessible leader, working to increase engagement.
• Act corporately across HMRC and encourage collaboration.
• Communicate direction, putting messages into context for others.
• Be considerate of diversity issues and act in an inclusive way, valuing people's strengths.
• Lead change, providing support and encouragement.
• Display strong organisational skills to ensure customer requirements are managed and HMRC's business needs, operational targets and priorities are met.
• Coach and mentor others, promoting an environment of continuous improvement.
• Demonstrate integrity, ethical judgement and role model HMRC values.
• Show resilience, adaptability and self-awareness in effectively managing a multi-disciplinary team.
• Follow and promote HMRC's Health and Safety, Equality and Diversity, and Data Security Policies.
  Essential Criteria

• Recent experience of leadership in a tax compliance environment.
• Strong Leadership skills with the ability to set direction, build capability and motivate teams to deliver results.
• Up-to-date compliance experience in handling complex tax issues.
• Proven ability to build effective relationships with internal and external stakeholders to achieve successful outcomes.
• Excellent written and verbal communication skills to influence key stakeholders, deliver difficult messages and reach resolution.
  Desirable Criteria

Ideally candidates will hold one (or more) of the following qualifications:

• Chartered Institute of Tax (CTA) or Management Accountants (CIMA).
• AIIT (including paper 4).
• Advanced Diploma in International Tax (ADIT).
• HMRC's TSP or predecessor qualification (TPDP, IDP, ITS2, CPT, FT2).
• Consultative Committee of Accountancy Bodies membership qualification (such as ICAEW, ICAS, ACCA, CIPFA) or overseas equivalent.
• Post Graduate legal qualification.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Communicating and Influencing
• Making Effective Decisions

Benefits

Alongside your salary of £71,725, HM Revenue and Customs contributes £20,778 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

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

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours 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, skills and experience and qualifications. Your CV should cover your last 3 job roles in no more than 300-words per role.
• A 1000-word personal statement that provides examples of your experience to demonstrate how you will meet the key responsibilities, Essential Criteria and Person Specification, detailed within the advert and any other information that you feel is relevant to the role.
• You will also be requested to answer an Additional Question but please only provide a Yes or No response. Do not provide a 500 word statement as stated on the form.

Please evidence any Desirable Criteria where applicable within a 250 word max statement. This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.

Further details around what this will entail are listed on the application form.

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 for more information on appropriate and inappropriate use.

Sift

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 asked questions based on the Behaviours listed below to explore in detail what you are capable of.

Behaviours:

• Leadership
• Communicating and Influencing
• Making Effective Decisions

You will also be asked Experience based questions to identify your previous experience and knowledge relevant to this job role.

Interviews will take place via video link. Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: [email protected] - 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.

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.

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.

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.

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 [email protected] 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.

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 and customer premises 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

Successful candidates must undergo a 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 the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).