Field Collections Team - National Collector - HMRC - 18555

Employer:     

HMRC is the UK’s tax, payments and customs authority, and we have a vital purpose: we collect the money that pays for the UK’s public services, help families and individuals with targeted financial support and provide the property valuations that support taxation and benefits.

Environment: 

We established HMRC Customer Services Group (CSG) in October 2016, bringing together all operational Directorates into one customer-facing organisation. We are one of the largest customer services organisations in the UK. The work we do generates the revenue for Government to deliver services that make a difference to millions of citizens. We have a clear ambition to be the best customer service organisation in the UK. Our Debt Management (DM) operation, part of CSG, is a diverse business, responsible for collecting and reconciling all UK taxes.

What might a day in this role look like?

This is an exciting time to join a modern digital Field Collections Team within HMRC Debt Management, whose core purpose is to collect money to fund UK public services. Field Collections are responsible for pursuit and collection of overdue taxes. You will interact with people from all walks of life including company directors, sole proprietors and partnerships to secure HMRC debts. Recording assets under Taking Control of Goods in England, Levy Distraint in Northern Ireland and warning of legal proceedings under Summary Warrant in Scotland. There are multiple posts available across the UK.

Operating in local teams and sectors, with coverage extending to wider geographic areas depending on organisational needs and requirements, you will visit customers at their homes or businesses to gather information, negotiate payment plans, collect payments, or take enforcement action. Advance notice will be provided regarding any overnight stays required for business purposes or training. 

You will have a full mobile kit including a laptop, card payment machine, mobile phone, and thermal printer to enable you to carry out your role on the road. You will also be provided with a lone worker health & safety device. As this is a remote and mobile role, you will be eligible to apply for your own company car from one of our flexible schemes.

What will I learn?

An 8-week training programme and ongoing peer support are provided for your development.

What qualifications/skills are required?

As an influential officer of the Field Collections Team, you will need to be organised, driven, manage your own time effectively, and communicate successfully. At times you will be an empathic civil servant and at other times an authoritative, assured and confident debt collection officer. Under challenging circumstances, you will operate fairly in your dealings with members of the public and with external and internal stakeholders.

• Strong planning and organisational skills to deliver consistently high outputs in a fast-paced environment.
• Flexibility and ability to deliver a great customer experience with internal and external exposure across many levels of seniority.
• Adaptable and capable of operating in dynamic, fast-paced environments; comfortable working within tight deadlines and under pressure.
• Excellent interpersonal skills with a proven ability to influence and engage others effectively.
• Skilled in gathering and analysing data to make sound, evidence-based decisions (including when they are unpopular).
• Highly observant, ensuring all relevant information is considered.
• Proficient in Office 365.
• Manage your own caseload and undertake related administrative tasks.
• Strong time management and communication skills.
• Hold a full UK driving licence.

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