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Deputy Director Personal Tax Operations, North East Region

Posted: 8 Jun 2021 Closes: 13 Jun 2021
Newcastle-upon 71,000
Permanent & Full-time -858183641

Personal Tax Operations is in an exciting period of change as HMRC enhances its service structure to transform the experience for our customers. This is a fantastic opportunity and an exciting time to join the team in further developing and implementing the vision for our services in the coming years.

PT Operations North East Group employs around 3500 people to provide customer service across a range of channels. As part of this role you would also act as HMRCs Senior Responsible Manager (SRM) for Benton Park View.

Key Responsibilities:

Delivering customer service:
Management and responsibility for the successful delivery of business objectives and associated Key Performance Indicators (KPIs), including newly developed customer measures;
People leadership, management and development including identifying and growing our talent and ensuring that our people are engaged and respected at work;
Transforming services for our customers:
Leading the modernisation of our services, ensuring that they are better for the customer; better for our people; and better for business.
Shaping and designing the PT Operations, linking into HMRC and Customer Service Group Transformation.
Managing and taking informed risks to improve productivity and customer experience, through listening to our customers and front-line colleagues.


Role modelling leadership behaviours as a highly effective, visible and inspirational leader, and championing the ambition for your directorate and the wider Customer Services Group to provide the best possible customer service;
Creating and supporting a people culture that focusses on respect and wellbeing. Foster behaviours which create a culture of empowerment that motivates and develops all our people to give their best and take pride in working for HMRC.
Leading, inspiring and motivating people to deliver change and optimise delivery, embedding continuous improvement in all that we do and role modelling expected behaviours.
Leading several large, multi-channel sites, managing effective performance in real time to expected targets, and ensuring that all leaders in turn manage their people to deliver results.

Applicants should be able to demonstrate their experience and capability in the following areas:


Significant experience working at senior operational leadership level role with service delivery experience gained in a complex, fast paced and organisation.
Excellent people leadership, a strong leader who can drive real engagement, inspire and empower staff to deliver and innovate.

Stakeholder Management

The ability to work in partnership with stakeholders from a wide range of organisations and disciplinary boundaries.
Strong collaboration and influencing skills with the ability to build an effective network of key stakeholders quickly.
An ability, through a proactive approach to engagement with senior stakeholders, to understand the implications of complex policy and transformation for the customer.

Communicating and Influencing

Communicating complex ideas and information simply and eloquently to a wide range of stakeholders.
An effective and sophisticated influencer able to shape and lead an agenda across organisational boundaries with minimal steers or oversight.
Experience of effectively developing and encouraging innovation and constructively challenging status quo thinking and approaches.

Change Management and Customer Focus

A real customer focus and a demonstrable track record in driving customer-centric change within complex, highly transactional environments.
Significant experience in delivering through a transformation and cultural change programme in response to the changing needs of the customer


Learning and development tailored to your role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Civil Service pension

Things you need to know


Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

See our vetting charter.

People working with government assets must complete basic personnel security standard checks.

Selection process details


To apply for this post, you will need to complete theonline application process which includes completingthe application form as outlined below:

A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.

A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the criteria in the person specification.

Failure to email a CV and a Statement of Suitability will mean we only have limited information on which to assess your application against the criteria in the person specification. Please ensure that the two documents contain your full name.

Should you encounter any issues with your application please get in touch with us on:

If you do not receive an acknowledgement of your application within 48 hours, please contact us.


An application pre-sift will be conducted by the SCS Recruitment Team followed by an in-depth review by the Vacancy Holder and Panel.

The panelwill assess and select applicants who demonstrate the best fit with the role by considering the evidence provided against the criteria set out in the Person Specification. Failure to address any or all of these may affect your application.

A decision is expected to be made by week commencing 14th June 2021 and all shortlisted candidates will be advised of the outcome shortly afterwards.

All shortlisted candidates may be offered an opportunity to have an informal conversation with a member of the panel. This is not an assessment phase but is an opportunity for each candidate to gain greater insight into the context of the role. This is optional, but highly recommended.


If shortlisted for interview, you will be asked to take part in a Individual Leadership Assessment.

These are a series of psychometric tests that do not result in a pass or fail decision, rather, they are designed to support the panels decision making and highlight areas for further exploration at interview.

Full details of the assessment process will be made available to shortlisted candidates should they be required.

We will send you a copy of any report for any assessment that you may have undergone as part of the recruitment process (where applicable).


You will be asked to attend an interview for a more in-depth discussion of your previous experience and professional competence.

We will also ask you to prepare a 5 minute verbal presentation. Details will be issued in advance of your interview.

Given the current situation with the pandemic, interviews are being conducted via video (full instructions will be issued prior to interview).

Regardless of the outcome, we will notify all candidates as soon as possible once all interviews have concluded.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:
  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with (or eligible for) status under the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
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