Connecting Talent to opportunity

Connecting Talent to opportunity

Director Operational Excellence, Customer Services Group


Job Description:

Job summary

HM Revenue and Customs (HMRC) is one of the UK’s largest employers, with over 66,000 employees nationally. We are responsible for collecting taxes from individuals and businesses; the money we collect in tax pays for our public services and helps to fund things like schools and hospitals, build roads and public buildings, and support communities. 

We also protect the workforce by enforcing minimum wage and we look after those in need by administering a range of benefits including child benefit, tax-free childcare, statutory pay, and tax credits. 

Job description

Customer Services Group (CSG) is a pivotal part of HMRC. Working directly to the Director General of Customer Services Group, this is a challenging and vital role and makes a real difference to the experience of our customers and our colleagues.

You will be accountable for the effective provision and continuous improvement of Operational Excellence support services and will provide critical subject matter expertise on the delivery of transformational change.

Person specification

The role will suit a strong, inclusive, and inspirational leader who has a clear record of success in service delivery in a complex multi-channel environment, and a proven ability to create a culture of continuously improving customer services and developing measures to drive operational excellence.

An accomplished senior level collaborator and influencer, you’ll be adept at building networks across organisational boundaries and will have experience of running digital services in the context of improving customer journeys and simplifying processes.

This is an exciting opportunity to operate at the heart of government, working with stakeholders at the most senior levels and play a key role in building a modern, digital HMRC that is crucial to the UKs economic progress.   

At HMRC we are committed to creating a great place to work. A diverse, inclusive, and vibrant organisation, where everyone is supported and valued.

We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. 

We welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.