Customer Compliance Manager

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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 also promotes tax transparency and the co-operative compliance framework.
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., 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 G6 CCMs need to role model positive leadership behaviours building engagement and capability across the region.
The successful candidate would be expected to spend a minimum of two years in post., Roles and responsibilities will include but not limited to:
- Establish, build and maintain professional relationships with key senior stakeholders both outside and inside HMRC across all tax and business responsibilities.
- Develop a tax professional knowledge across the taxes.
- Develop a deep understanding of the customers and their business drivers including: attitudes to risk and compliance; influencing their thinking and approach to tax.
- Lead teams of tax and other professionals in assessing and dealing with tax risk in Large Business.
- Discuss, explore and resolve 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.
- 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.
- Lead and direct all communications and interventions, including bringing in HMRC’s specialists, ensuring and being accountable for the 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.
- 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:
- adheres to HMRC policy and procedures
- leads to resolution within the Litigation and Settlement Strategy governance
- adheres to the compliance professional standards.
There are no direct line management responsibilities., 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 staff, 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 visible and accessible, 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 when needed
• Coach and mentor others, promoting an environment of continuous improvement
• Follow and promote HMRC’s Health and Safety, Equality and Diversity, and Data Security Policies., We'll assess you against these behaviours during the selection process:
+ Leadership
+ Delivering at Pace
+ Making Effective Decisions
+ Working Together, We acknowledge that AI can assist you in your application. Find our guidelines here.
Sift
In the event of a large number of applications being received, an initial sift may be held on the CV looking at experience.
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
+ Delivering at Pace
+ Making Effective Decisions
+ Working Together
You will also be asked strength-based questions to also 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. 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: unitybusinessservicesrecruitmentresults@hmrc.gov.uk – 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.
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 unitybusinessservicesrecruitmentresults@hmrc.gov.uk as 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.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
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)., Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. 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 website.

• Recent experience of leadership in a tax compliance environment.
• Recent compliance experience working on complex tax issues.
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.
Recent experience of compliance working in the Banking or Asset Management sector.

Alongside your salary of £75,950, HM Revenue and Customs contributes £22,002 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