About the job

Job summary

About us 

Revenue Scotland is Scotland's devolved tax authority and contributes to Scotland's public services through the taxes we collect. 

We are a diverse, high performing organisation and have a reputation for delivering excellence and a commitment to continually improving the way we work while supporting the health, wellbeing, and development of our employees. Revenue Scotland is a great place to develop new skills and you will be supported in your role with learning and development opportunities to enable you to perform at your best. 

Take a look at our video to find out more about working for Revenue Scotland. If you would like to learn more about Revenue Scotland, please visit our website. Our  Corporate Plan sets out our strategic objectives for the next three years. 

Our hybrid working principles require you to attend your assigned office, Victoria Quay at least 2/3 days each month. Our hybrid approach supports a blend of home and workplace working, this should be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility. You will also have the opportunity to work from our Glasgow hub office if required.

The role

We are recruiting for a B1 Team Leader to join our Tax Operations team. You don’t need to have a background in tax. We will support you to develop that knowledge. All you need is to have the skills and experience to meet the essential criteria, and a desire to learn and develop.

Tax Operations are responsible for: 

• Support Desk telephony, providing guidance and support to callers to fulfil their tax obligations
• Managing correspondence received through our mailbox and secure messaging service
• Processing repayments
• Supporting investigation work on cases
• Checking tax returns for errors 
• Making decisions on issuing penalties
• Debt recovery
• Conducting independent reviews of decisions
• Continuous improvement of processes and guidance

Job description

Responsibilities 

1. Your primary role is to lead, coach and motivate a team of 6-8 colleagues to achieve performance and service standards. You will set objectives, monitor performance and attendance. You will coach and developing team members to build a high performing, capable and highly engaged team to deliver business priorities.
2. Ensure training and development plans are maintained for all team members
3. Act as a Support Desk champion to staff ensuring telephone calls are dealt with in a timely and professional manner, resolving and escalating issues using relevant tools.
4. Manage day-to-day processing work, prioritise and escalate operational risks and areas for improvement.
5. Answer inbound telephone calls to taxpayers and their representatives to the Revenue Scotland desk when required.
6. Engage and respond to contact from taxpayers and agents, ensuring key performance indicators (KPIs) are met. Deal with escalated cases, including gathering and analysing evidence of errors and  inaccuracies in tax returns, undertaking more complex amendments/corrections, penalties, repayments and debt pursuit.
7. Support Team Leaders and Managers to deliver Revenue Scotland’s business plan including deputising for other team members when required.
8. Conduct quality assurance checks on team members work and including call bench marking support desk calls. Delivering feedback on these checks and coach colleagues to improve performance.
9. Contribute to Continuous Improvement programmes across Revenue Scotland including proactive engagement with stakeholders. Support the development, improvement and implementation of projects including the revising of internal processes, policy and guidance. 

Competencies 

The competencies required for this role which will be tested if you are invited to attend the interview/assessment are:  

• People management
• Communications and Engagement
• Self-Awareness
• Improving Performance

Person specification

Essential Criteria 

1. Experienced people manager who can lead, motivate and coach colleagues to achieve performance standards and create an inclusive culture.
2. Excellent oral and written communication skills, including experience giving developmental feedback to colleagues to enhance knowledge and performance
3. Ability to collate and analyse information from a wide range of sources in order to make informed decisions
4. Excellent planning and organisational skills with the ability to work in an effective manner to manage competing priorities

Should a large number of applications be received, an initial sift may be conducted against lead essential criteria 1.

To learn more about this opportunity, please contact David Bald by emailing David.Bald@revenue.scot. 

Benefits

Alongside your salary of £32,140, Scottish Government contributes £8,677 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

How to Apply 

You must fully complete and submit an online application via the website before the closing date including uploading a CV and evidencing the essential criteria. You should use evidence-based examples to demonstrate your knowledge/skills (300 words per criteria). Remember, your answers should be clear, concise and reflect what actions you undertook. You may want to use the STAR(R) (Situation, Task, Action, Result (Reflection) approach to respond to each criterion. 

Further information  

The post is a full-time role, but staff with different working patterns are invited to apply, and we will assess proposed working patterns against the business requirements for this post.   

Revenue Scotland is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used. If you require any adjustments during our recruitment process, please let us know via rsrecruitment@revenue.scot   

The interview and assessment process are primarily conducted in person unless you require a virtual interview. Applicants who require an online interview should ensure they have a suitable space to complete a virtual interview/assessment if selected and a device which has the Microsoft Teams application downloaded. You should ensure there is sufficient Wi-Fi/Broadband capacity to carry both audio and video feeds.

Scottish Government is preparing for the implementation of a new HR and Finance platform and, as a result, job offers will be subject to an October 2024 start date at the earliest.

As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments.  

Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors. 

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 security 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

Open to UK nationals only.

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.