Job summary Reporting directly to the Director for Operational Excellence (OE) and working to support activity throughout HMRC Customer Services, the Deputy Director for Customer Resolutions is responsible for leading 460 subject matter experts that form the Business Continuity and Risk Team, Tier 2 Quality Team, the Tier 2 Complaints team, and the Joint Management Engagement Team (JMET). Job description

A significant proportion of the role relates to the job holder’s responsibility and accountabilities as the Departments Agents Process Owner, working with and influencing a significant number of senior stakeholders in HMRC, having in place the processes and assurance activities that effectively identify and, then alongside colleagues on Customer Compliance, tackle agents who are operating below the published agent standards. This may include personally representing HMRC in Judicial Reviews and similar.  

This is a key and high-profile leadership role within OE and the Customer Services Group (CSG).  You will work closely with colleagues in OE and with Customer Service Directors along with a range of stakeholders both internal and external to HMRC. 

Person specification

• Operational delivery leadership, demonstrating the ability to build staff capability and embed improvement activity across a large and complex business 
• Expertise in processes and systems that understand customer behaviours and how these relate back to operational delivery  
• The ability to develop excellent relationships with a wide range of senior stakeholders 
• Strong collaboration and influencing skills with the ability to build an effective network of key stakeholders quickly 
• Experience of handling complex, both public and politically sensitive customer cases. 
• The ability to gain commitment, trust and support to delivery amongst colleagues 
• A clear record of success in transforming data into insights which align with the future vision and improve business performance  
• A real focus on the customer, identifying shifting needs, as well as the drive to overcome obstacles in building consensus for change 
• An ability to understand the implications of complex policy and transformation on the customer through a proactive approach to engagement with senior stakeholders.
• The ability to focus on the needs of customers and suppliers to develop commercial partnerships which deliver greatest value and maintain an economic long-term focus.