About the job

Job summary

This is a varied and exciting role where we can genuinely say that no two days will be the same.  You’ll have the opportunity to work with large and complex multi-national businesses with UK presence.  You may already be working with HMRC either internally or as part of your current remit but we’d love to hear from tax professionals from all backgrounds as this is such a varied role that it will be of interest for anyone with suitable experience willing to take on a key role on behalf of HMRC.

Large Business is responsible for the largest businesses, which pay a significant proportion of total HMRC business taxes and duties. Large Business operates a regional structure with each region having a Deputy Director (DD) who is accountable for driving forward and delivering Spending Review commitments, the large business strategy, and to help manage fundamental changes in our organisation by building capability and engagement.

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

Job description

The Customer Compliance Manager (CCM) will be responsible for supporting the DD to deliver on their accountabilities. The main role of the CCM is to successfully deliver the Large Business customer strategy by managing the relationship between large business customers and HMRC across all taxes and duties ensuring the right amount of tax is paid at the right time (and that any risks are identified and appropriately managed).

Managing HMRC’s relationship with larger business customers where there are potentially large customer operations, significant tax/duties payments and often multi-national aspects, Grade 7 CCMs will:

• Establish, build and maintain professional relationships with key senior customers across tax and business responsibilities.
• Develop a deep understanding of the customer and their business drivers including attitudes to risk and compliance, influencing their thinking and approach to tax.
• Lead a team of tax and other professionals in assessing and dealing with tax risk in Large Businesses.
• Discuss, explore and resolve conceptual tax/tax planning issues, identifying and resolving any differences of the risk view between the business and HMRC, encouraging a ‘low risk approach.
• Carefully manage complex, sensitive and potentially challenging reputational issues.
• Prepare an integrated risk assessment for the business and work collaboratively in planning any future interventions and ensure that they fully reflect and are appropriate to the risks at the business.
• Ringmaster all communications and interventions, including bringing in HMRC’s specialists, ensuring successful delivery of outcomes.
• As the key contact ensure customers are kept informed about how issues are being progressed (e.g. clearances), when they can expect to receive a reply and managing situations where delays have arisen due to complexity or difficulties.

Person specification

Essential Criteria

One of the following tax professional qualifications for either indirect or direct taxes:

• Civil Compliance Foundation Learning (‘CCFL’) or equivalent
• ATT or equivalent
• CTA or equivalent
• AIIT (including paper 4)
• CCAB membership

Recent compliance experience working on the most complex tax issues. 

Desirable Criteria

Recent experience of leadership in multi-disciplinary tax teams.

Benefits

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• A Civil Service pension with an average employer contribution of 27%.

Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information 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, Strengths and Experience.

How to Apply

As part of the application process you will be asked to complete a CV and Personal Statement.

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

Your CV will consist of 2 elements; job history and qualifications. In the job history section, provide details of your current and previous roles including a brief description of the duties (maximum 100 words per role). You should match this to the job advert and responsibilities. In the qualification section, you should include any relevant qualifications you have.

The personal statement should outline, in no more than 500 words, what you can bring to the role, based on the job description and responsibilities. Please include examples of what you have done and how you did that.

The sift will be carried out against the CV and Personal Statement, with the successful candidates being invited to interview.

During the panel interview, your experience will be assessed, and you will be asked behaviour-based questions to explore in detail what you are capable of. You will also be asked strength-based questions to 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. Interview dates to be confirmed.

We reserve the right to raise the score required at any stage of the process in order to manage numbers.

A reserve list may be held for a period of 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.

Eligibility

To check that you are eligible to apply, review this eligibility information

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 will be required where there is a business need, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to.  

Reasonable Adjustments 

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. 

If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible.

Diversity and Inclusion

At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued and supported to achieve their potential at HMRC.

For more information on how we make this happen, review this information on our culture and values

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.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

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. 

The Civil Service runs 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. 

Locations 

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.

Security Update

For more information on the level of security checks we will carry out, review this information on security checks

Further Information

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. 

Duplicate applications for the same vacancy will also be withdrawn.

Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk

Problems during the application process 

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. 

If you think you’ve made a mistake on a short application form (e.g. you’ve ticked the incorrect eligibility box), please contact hmrcrecruitment.grs@cabinetoffice.gov.uk at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.   

Please use the subject line to insert appropriate wording e.g. Please re-open my application - 332165 & vacancy closing date 09/01/24. Please note that we cannot amend or re-open your application if you have submitted your full application in the interests of fair and open recruitment.

For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.

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.