HMRC

At HM Revenue & Customs (HMRC) we make sure money is available to fund the UK’s vital public services and assist people with targeted financial support.

Borders & Trade

Trader Support Service (TSS) is a top priority programme of work which sits within Borders and Trade. Our service will help traders familiarise themselves with the new processes for moving goods required under the Northern Ireland Protocol. We went live on the 21st December and whilst we will continue to run part of the TSS service as a programme there is now a requirement to run the live service and partner manage the Consortium.

We are looking for a highly driven individual who has strong experience in leading teams, managing commercial and partner relationships and results delivery. The role provides an excellent career opportunity to lead in a lively, fast-paced and changing environment as a member of our TSS leadership team. We would love to hear from anyone with experience in an Operational Delivery background.

These posts are full time however applicants who wish to work alternative working patterns are welcome to apply. The preferred working pattern may or may not be available, agreement will be subject to business need, and any request to work an alternative working pattern should be made prior to your acceptance of the provisional offer.

Travel may be expected once COVID restrictions lift.

Job Description

Your role will support Operational Delivery as part of the Service Management Team. You will deliver the best possible service for our traders, customs intermediaries and carriers using TSS. You will work closely with the programme team on a day-to-day basis for both TSS and Customs and Borders. You will be responsible for driving coordinating the delivery of several service and commercial KPI's. You'll need to work in tandem with the Consortium to mitigate risk attached to the service management while working closely with commercial and finance teams to effectively run the service credit regime.

Ensuring that objectives are clearly defined and achieved within the agreed time, cost and quality constraints will be paramount. You will play a key role in project governance and working with partners, to ensure the agreed project outputs are delivered to enable benefits to be realised.

You will support your senior manager to lead the partner across quality and performance, whilst ensuring smooth delivery of the programme to live service. The role is fast-paced and you'll be adept at reacting to real time events as well as receiving change in terms of new scope, policy and changes to existing trader journeys.

Managing people, monitoring and reviewing systems and services to ensure delivery of professional excellence is key to this role. You'll also need to identify risks and resolve any issues efficiently. You will present strong resolution recommendations in a timely manner outlining the consideration of other options, costs, benefits and risks to enable management to make strategic, tactical and operational decisions. You will ensure the successful delivery of high-quality outcomes that meet the traders’ needs and give value for money.

You will need to establish ways to find and respond to feedback from customers about the services provided and ensure the most appropriate resourcing is in place to meet capacity and act promptly to reassess workloads and priorities when there are conflicting demands to maintain performance.

Responsibilities

Essential Criteria

•Demonstrable experience of managing teams, driving engagement and managing performance and capability;

•A strong background in operational and change delivery in a complex environment and customer facing environment;

•Experience of operational delivery in a contact centre type environment;

•Experience of stakeholder management and commercial insight;

•Strong background of delivering customer service KPI's in a real time environment.

Desirable criteria

•Project management experience and management of a commercial contract.

Behaviours

We'll assess you against these behaviours during the selection process:

• Leadership
• Communicating and Influencing
• Managing a Quality Service
• Delivering at Pace

To apply and be taken through to the application form, please click apply. Read the whole of the application form and attachments. If of interest and you want to apply, then please read the section "Selection process details" part of the form and read about Behaviours and Success Profiles in order to apply successfully and be considered for interview.

Apply before 11:55 pm on Thursday 25th February 2021

No agencies please.