HM Revenue & Customs
Deputy Director, Customer Support & Resolution
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Customer Support & Resolution – Deputy Director
Job Summary
Customer Support & Resolution (CSR) places the customer at the heart of HMRC’s compliance activity, supporting the delivery of HMRC’s Charter commitments and improving customer experience across the organisation.
This role leads a diverse portfolio of high-profile operational services, including Complaints, Alternative Dispute Resolution (ADR), the Interest Review Unit, Extra Support, and COVID Schemes compliance. The postholder will drive performance, capability, and continuous improvement across these services, leveraging insight and data to strengthen outcomes for customers and the organisation.
Job Description
Key Responsibilities
- Provide strategic leadership across Customer Support & Resolution services, ensuring delivery of key operational performance indicators, oversight of a workforce of circa 300 staff, and robust governance to meet State Ethics and Compliance Group (CCG) targets.
- Lead high-profile customer resolution and ministerial correspondence, collaborating across HMRC and with customers to deliver timely, high-quality outcomes and consistent service quality.
- Build and maintain strong relationships with senior stakeholders, including the Adjudicator, Ministers, Legal Group, and policy teams, to support complex complaints and dispute resolution.
- Drive continuous improvement using insight and data from complaints and disputes to enhance operational performance and improve customer experience.
- Lead ADR operations, including accredited mediation services, to improve dispute resolution capability and contribute to policy development and system improvement.
- Provide leadership for Extra Support services, building capability within compliance teams and ensuring effective support for customers with additional needs.
- Deliver operational insight and assurance to inform responses to Parliamentary, Treasury, and public inquiries, including COVID Schemes compliance.
- Lead governance discussions and capability development to ensure the organisation can effectively manage current and future compliance risks.
- Lead Digital Compliance Solutions—designing and delivering services to customers that support them in complying with tax obligations.
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Person Specification
Essential Criteria
The successful candidate must demonstrate the following experience and delivery capabilities:
- Proven experience in leading large-scale, geographically dispersed operational delivery functions and driving performance across multiple service areas.
- Strong leadership capability, including the ability to provide clear direction and collaborate across senior leadership teams in complex organisational environments.
- Excellent communication and influencing skills, with demonstrated success in building effective relationships with senior internal and external stakeholders.
- Strategic thinking and the ability to respond effectively to changing priorities in a high-complexity environment.
- Experience in using data and insight to drive service improvement and inform decision-making.
- A strong understanding of governance, risk, and compliance, ideally in complex or high-profile operational environments.
Desirable Criteria
- Experience or understanding of tax, compliance, or regulatory environments.
- Experience leading or working in complaint handling, dispute resolution, or customer service functions within complex organisations.
- Knowledge or experience in mediation, alternative dispute resolution (ADR), or customer insight-led service improvement methods.
Benefits
Alongside a salary of £81,000, HMRC contributes £23,465 towards the Civil Service Defined Benefit Pension scheme.
Pension
- Access to the Civil Service pension with a generous employer contribution of 28.97%—one of the lowest member contributions in the public sector.
- Visit the Civil Service Pension Scheme for more details.
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Annual Leave and Privilege Leave
- 25 days annual leave, increasing to 30 days after 5 years’ service (pro-rata for part-time).
- An additional 1 day of paid privilege leave to mark The King’s Birthday, plus standard public holidays.
Equality, Diversity & Inclusion
- HMRC is committed to creating inclusive workplaces that reflect its values.
- Senior Civil Servants play a critical role in promoting inclusive behaviours and addressing disparities.
- Read HMRC’s Equality Objectives 2024-2028.
Additional Information
Security Requirements
Successful candidates must undergo:
- A criminal record check.
- Security vetting (e.g., [Security Check](https:// Rather, use detailed but clean Markdown formatting as your sole output.
- Baseline Personnel Security Standard (PS) checks.
Nationality Eligibility
Open to:
- UK nationals.
- Republic of Ireland nationals.
- Commonwealth citizens with UK work rights.
- EU/EEA/Swiss citizens (including family members) with settled/pre-settled status.
- Applicants with work ties under the EU Settlement Scheme (EUSS).
- Other specified entities under Civil Service eligibility rules.
Civil Service Commitments
- The Civil Service Code (view here) outlines expected standards of conduct.
- Recruitment is based on merit, fairness, and open competition (Recruitment Principles).
- Disability Confident scheme applies—guaranteed interviews for candidates meeting criteria within the scheme.
- Programme for redeployment support for Civil Servants at risk of redundancy.
contact
Job Contact: Name: Callum Lawn Email: scs.resourcing@hmrc.gov.uk
Recruitment Team: Email: scs.resourcing@hmrc.gov.uk
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