Connecting Talent to opportunity

Connecting Talent to opportunity

Independent Adjudicator, HMRC


Job Description:

The Independent Adjudicator investigates complaints from individuals and businesses about HMRC and the Valuation Office Agency (VOA), covering a combined customer base of more than 32 million individuals and over 5 million businesses. The role of the Independent Adjudicator is central in ensuring that HMRC treats its customers fairly, meets the standards set out in our Charter and continuously improves our complaints handling. You will be expected to make a real impact on the way the organisations you adjudicate for learn from complaints and transform the experience of their customers as by doing all of this, you will help to increase trust in the UK’s tax and customs system. In the last 5 years the Adjudicator’s Office has undergone a period of transformation, from improved technology to an increased focus on the quality of work. Cultural development has been at the heart of the transformation and remains a key priority for engaging stakeholders and colleagues alike.

We are looking for an exceptional person, from any sector, with experience and skills developed in continuous improvement, who has improved customer service in a large and complex organisation. You will need to demonstrate a collaborative approach, confidence in decision making and sound judgement. You will need to be comfortable working under close scrutiny, consistently maintaining your independence. as well as in leading change in complexity and working effectively with multiple stakeholders. 

This is a demanding and truly fascinating role.

For an informal and confidential discussion about the role, please contact our advising consultants at GatenbySanderson:

[email protected] or

[email protected]

Closing date: Monday, 29 May 2023