Description
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This national, field-based role is within HMRC Debt Management’s Field Collections Team, collecting overdue tax to fund UK public services. You will visit company directors, sole traders, partnerships and other customers at homes and business premises, often without an appointment. You will establish their circumstances, secure payment and take appropriate recovery action, including authorised enforcement under the legislation applying in England, Northern Ireland or Scotland. Close to 90% of your working time will be spent travelling within your allocated area and visiting customers, although wider travel and occasional overnight stays may be required.
Job Description:
- Plan and manage an allocated caseload, prioritising work to achieve timely and effective outcomes.
- Visit customers unannounced at homes and business premises, including unannounced visits, in accordance with operational instructions and personal-safety requirements.
- Gather, verify and analyse relevant information to understand customer circumstances and inform make proportionate decisions.
- Communicate clearly and confidently, balancing empathy and fairness with the need to explain HMRC requirements and secure compliance.
- Collect payments and negotiate payments arrangement where appropriate.
- Identify relevant assets and progress authorised enforcement activity in line with the legislation and procedures applicable to the location.
- Maintain accurate digital records, complete administrative work and use Office 365 and other HMRC systems effectively.
- Work flexibly across the operational area, including occasional overnight stays or varied attendance where business needs require this and appropriate notice is given.
- Represent HMRC professionally and uphold the Civil Service values in every customer and stakeholder interaction.
Person Specification:
- Strong planning and organisational skills to deliver consistently high outputs in a fast-paced environment.
- Flexibility and ability to deliver a great customer experience with internal and external exposure across many levels of seniority.
- Adaptable and capable of operating in dynamic, fast-paced environments; comfortable working within tight deadlines and under pressure.
- Excellent interpersonal skills with a proven ability to influence and engage others effectively.
- Skilled in gathering and analysing data to make sound, evidence-based decisions.
- Highly observant, ensuring all relevant information is considered.
- Proficient in Office 365.
- Manage your own caseload and undertake related administrative tasks.
- Strong time management and communication skills.
- A Full UK Driving Licence.
Benefits:
- Salary of £31,096 - £37,919 per year
- HM Revenue and Customs contributes £9,008 towards you being a member of the Civil Service Defined Benefit Pension scheme.
- Flexible and Hybrid Working policies
- 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.
- Family friendly policies
- Personal support
- Coaching and development