HM Revenue & Customs
Deputy Director Statutory Reviews
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Job Title
The post holder will provide strategic leadership and overall ownership of HMRC’s statutory Reviews service, ensuring timely, high-quality delivery of reviews in line within statutory obligations. The role supports HMRC’s wider strategic objectives by contributing to strengthening customer trust and reducing preventable disputes.
The post holder will work with and influence senior stakeholders across HMRC’s dispute resolution system. They will use data and insight to tell a compelling narrative and continue to build the visibility of Reviews. The post holder will lead testing and adoption of AI tools in Reviews as well as productivity and efficiency initiatives.
The post holder will be a key member of the RCS senior leadership team, the Legal Group senior leadership group, HMRC’s senior leaders group, and will be expected to make a corporate leadership contribution. They will sit on key governance boards and groups.
Job Description
- Lead and oversee the HMRC Statutory Reviews function, comprising approximately 600 colleagues across multiple HMRC locations.
- Ensure delivery of statutory reviews within legislative requirements, service standards and performance targets.
- Direct workforce planning, forecasting and resource management to respond to changing demand and operational pressures.
- Provide strategic leadership on dispute resolution, including the interface between reviews, Alternative Dispute Resolution (ADR) and litigation routes.
- Use operational data and insight to identify systemic causes of disputes and influence improvements to policy, guidance and operational decision-making.
- Represent Reviews in cross-HMRC forums and initiatives focused on improving customer outcomes and reducing preventable disputes.
- Develop and maintain effective relationships with senior stakeholders across HMRC.
- Increase the visibility, credibility and reputation of the Reviews service with both internal and external stakeholders.
- Lead change programmes designed to modernise service delivery including AI tools, improve productivity and embed continuous improvement.
- Lead and contribute to initiatives aimed at reducing preventable disputes and improving dispute handling
- Ensure effective implementation of internal audit recommendations and robust quality assurance arrangements.
- Foster an inclusive, high-performing culture that develops capability, engagement and leadership across the organisation.
- Contribute to corporate leadership across Legal Group and HMRC, participating as a member of the Legal Group Enterprise Leadership Group.
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- A strong track record of leading high performing, geographically-dispersed teams and evidence of active corporate leadership.
- Strong operational delivery background.
- A demonstrable commitment to the principle of continuous improvement and development for building a performance culture within the team and Group.
- Experience of workforce planning, forecasting and data-driven decision-making.
- Excellent stakeholder engagement, influencing and collaboration skills.
- Highly articulate and credible, with the personal impact to influence and challenge effectively at the most senior levels, consistently delivering, inspiring and engaging with meaningful messages about the future direction.
- Experience of handling complex or sensitive issues.
- Ability to think and act strategically and to develop practical, creative and innovative solutions, in complex operational environments.
- Experience of tax administration, compliance or dispute resolution desirable.
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