Customer Service and Compliance Manager

Location: Croydon, Stratford Job summary
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HMRC, the UK's tax, payments, and customs authority, is looking for a Customer Compliance Manager to join our Compliance Group.
Our role is vital, to bring in the money to pay for the countrys public services and give financial support to people. Our vision is simple, to be a trusted, modern tax and customs department. An organisation that makes it easy for our customers to get tax right, and hard for anyone to bend or break the rules.
Large Business (LB) is responsible for over 2,000 of the UKs largest businesses, which pay a significant proportion of total HMRC business taxes and duties.
Each business in Large Business has a Customer Compliance Manager (CCM) who is responsible for managing the overall relationship with the customer and all aspects of the customers tax affairs ensuring the right amount of tax is paid at the right time and that any risks are identified, and disputes settled through agreement, or where that is not possible litigation. The CCM also promotes tax transparency and the co-operative compliance framework.
LB operates a regional structure with each region led by a Deputy Director (DD) who is accountable for delivering the LB Strategy, Operational Delivery and People Leadership across the regions.
LB London specialises in the banking and asset management sector.
The role can be based from either our Croydon or Stratford Regional Centres.
Job description
This is an exciting opportunity to join a dynamic, high performing team within LB.
As well as being accountable for managing the relationship with your customers and the compliance work undertaken on them G6 CCMs need to role model positive leadership behaviours building engagement and capability across the region.
The successful candidate would be expected to spend a minimum of two years in post.
Key Responsibilities
Roles and responsibilities will include but not limited to:
Establish, build and maintain professional relationships with key senior stakeholders both outside and inside HMRC across all tax and business responsibilities.
Develop a tax professional knowledge across the taxes.
Develop a deep understanding of the customers and their business drivers including: attitudes to risk and compliance; influencing their thinking and approach to tax.
Lead teams of tax and other professionals in assessing and dealing with tax risk in Large Business.
Discuss, explore and resolve complex tax issues; identifying and resolving any differences of the risk view between the business and HMRC by applying the departments Litigation and Settlement Strategy.
Carefully manage complex, sensitive and potentially challenging reputational issues.
Prepare an integrated risk assessment for the business and work collaboratively in planning any future interventions and ensure that they fully reflect and are appropriate to the risks at the business.
Lead and direct all communications and interventions, including bringing in HMRCs specialists, ensuring and being accountable for the successful delivery of outcomes.
As the key contact, ensure customers are kept informed about how issues are being progressed (e.g. clearances), when they can expect to receive a reply and managing situations where delays have arisen due to complexity or difficulties.
Ensure that your own Continuous Professional Development is up to date and share your expertise and knowledge with colleagues within the regional CCM community and across all tax regimes at sector and regime forums and training events.
You will also play an active role in developing our approach to compliance in the region by;
Promoting the range of compliance responses to emerging risks, including upstream and one to many approaches. Working with key stakeholders to develop the most efficient approach to addressing risk.
Contributing to improvement in compliance quality by ensuring that thequality of your own work and that of colleagues:
- adheres to HMRC policy and procedures
- leads to resolution within the Litigation and Settlement Strategy governance
- adheres to the compliance professional standards. There are no direct line management responsibilities.
Person specification
The successful candidate will take on some of the UK's largest and most complex customers which bring with them wider leadership responsibilities. These may include representing HMRC at meetings with industry bodies and working alongside policy colleagues to ensure HMRC operational and policy messages are aligned and delivered effectively.
Therefore, the job holder will role-model positive leadership behaviours, have strong communication skills and be able to influence staff, not only in their direct team but more widely in the office and across the region at all grades including Senior Civil Service.
As a leader the role holder should:
Be visible and accessible, working to increase engagement
Act corporately across HMRC and encourage collaboration
Communicate direction, putting messages into context for others
Be considerate of diversity issues and act in an inclusive way, valuingpeoples strengths
Lead change, providing support and encouragement when needed
Coach and mentor others, promoting an environment of continuous improvement
Follow and promote HMRCs Health and Safety, Equality and Diversity, and DataSecurity Policies.
Essential Criteria:
Recent experience of leadership in a tax complianceenvironment.
Recent compliance experience working on complex tax issues.
Desirable Criteria:
Ideally candidates will hold one (or more) of the followingqualifications:

Chartered Institute of Tax (CTA) or Management Accountants (CIMA);
AIIT (including paper 4).
Advanced Diploma in International Tax (ADIT);
HMRCs TSP or predecessor qualification (TPDP, IDP, ITS2, CPT, FT2);
Consultative Committee of Accountancy Bodies membership qualification (such as ICAEW, ICAS, ACCA, CIPFA) or overseas equivalent;
Post Graduate legal qualification.
Recent experience of compliance working in the Banking or Asset Management sector.
Behaviours
We'll assess you against these behaviours during the selection process:
Leadership
Delivering at Pace
Making Effective Decisions
Working Together
Benefits
Alongside your salary of £75,950, HM Revenue and Customs contributes £22,002 towards you being a member of the Civil Service Defined Benefit Pension scheme.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30days.
Pension- We make contributions to our colleagues Alpha pension equal to at least 28.97% of their salary.
Family friendly policies.
Personal support.
Coaching and development.
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