Complaints Investigator

**Details**:
**Reference number**:

- 424180

**Salary**:

- £36,320 - £44,614
- National Minimum £36,320 Maximum £39,234 - London Minimum £41,289 Maximum £44,614
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Higher Executive Officer

**Contract type**:

- Permanent

**Business area**:

- HMRC - CCG - Compliance Operations Directorate (COD)

**Type of role**:

- Operational Delivery

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 19

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Birmingham, Ipswich, Leeds, Manchester, Nottingham, Portsmouth, Stratford

**About the job**:
**Job summary**:
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

**About Customer Compliance Group (CCG)**

Customer Compliance Group (CCG) is a business area that ensures that HMRC successfully collects the full and correct amount of money due from UK taxpayers, investigates offences against the tax system and takes action to identify and mitigate potential threats. The compliance work we carry out across CCG is vital in making sure HMRC is collecting the money that pays for the UK’s public services and giving financial support to people.

The Customer Support and Resolution Team (CSR) leads a range of customer-facing and supportive activities in the compliance environment. Our core remit is to support customers to resolve their concerns and meet their needs. Our team has three core customer-facing functions: complaints, extra support and alternative dispute resolution. We ensure the data and insights from our functions are shared and used to drive improvements. Supporting our compliance teams to do the right things, in the right way, at the right time.

Through the COVID Schemes Unit of Expertise, CSR also leads on COVID compliance across CCG, supporting colleagues tackling COVID risks and ensuring HMRC continues to meet ministerial commitments regarding continued COVID compliance.

**Job description**:

- The CCG Complaints Team have responsibility for handling complaints about CCG’s civil compliance activity. This includes complaints that have arisen in C-A, FIS (civil compliance and Economic Crime Supervision), ISBC, LB and WMBC. Our role is to resolve complaints fairly and use the insight gained for learning purposes.

We are looking for highly motivated individuals, with excellent investigative, organisational, and decision-making skills to join the CCG Complaints Team.

Individuals will need to be resilient, flexible and able to adapt to the ever changing complaints landscape and priorities.

Successful applicants will champion HMRC’s commitment to Customer Focus, Continuous Improvement, Continuous Professional Development, Equality & Diversity, and Health & Safety.

The role is predominantly desk-based but some occasional travel may be required.

**Person specification**:

- investigate complaints, liaising with key stakeholders across CCG and the wider complaints community to ensure all complaint points are addressed, reaching fair and impartial decisions.
- be able to quickly grasp and analyse complex and technical information to ensure a fair complaint decision for the customer.
- have the ability to stand in the shoes of Directors/ExCom/MPs/customers when reviewing complaints.
- have excellent drafting skills, with the ability to draft clear and technically accurate briefing notes and/or complaint responses.
- be self-motivated and organised, with the ability to work under pressure, to tight deadlines, managing multiple cases at the same time, with mínimal direction.
- ensure effective and efficient case management, progressing cases to ensure customers receive a full and fair response at the earliest opportunity.
- be able to effectively communicate and influence, driving continuous improvement.
- take responsibility for their performance, learning and development.
- champion HMRC’s commitment to Trust and Fairness, Customer Focus, Continuous Improvement, Continuous Professional Development, Equality & Diversity, and Health & Safety.
- On take up of the role you may be required to complete a Mandatory Learning Routeway and Training Period to ensure you develop the necessary skills and knowledge for the role.
- To work collaboratively and flexibility across the CCG Complaints function, including flexing to support work on other teams as necessary e.g. Mincom

**Essential Criteria**
- Experience of completing investigations.
- Caseload Management Experience.
- Excellent drafting skills with the ability to tailor communications to differing audiences.

**Desirable Criteria**
- Compliance technical