HMRC came into being on 18 April 2005, following the Chancellor’s announcement in March 2004 that the respective functions of HM Customs and Excise and the Inland Revenue would be brought together and the Treasury’s tax policy functions would be strengthened. HMRC has a wide impact, as it deals with every business and most people in the UK. It handles nearly £400 billion in central government revenues, is responsible for paying out tax credits and plays a vital role in law enforcement and frontier protection. It has over 40 million individual and corporate customers. Every part of the public sector relies on the revenue department to ensure that vital funds are available.
The creation of this single department has provided an exciting opportunity to transform customer service and improve compliance with the tax system, as well as to enhance the efficiency of tax administration. The needs of its diverse range of customers are a key focus of the reform agenda.
Focussing on meeting the needs of customers is central to the Department’s reform agenda. Individuals Customer Unit’s role in this is to:
We will direct, influence, support, advise and challenge colleagues, whether they are involved in design, development or delivery of products and services, so that they put customers at the heart of everything they do in order to improve compliance, reduce costs, and improve the customer experience.
The Individuals Customer Unit has a critical leadership role and is a development ground for future leaders of HMRC.
EIS has been identified as a high priority area for HMRC in helping customers understand what they need to do and being able to get it right first time. Given the increasing understanding of the benefits to both the customer and HMRC of improving EIS, a specific team within the Individual Customer Unit has been set up to deal with EIS issues.
HMRC’s strategy and ambition is customer-focussed and Individuals Customer Unit leads in the delivery of this focus.
Customer focus Putting our customers at the heart of everything we do; understanding them and responding to their behaviours and expectations.
Trust Believing our customers are honest unless we have good reason to doubt it. Being trustworthy and trusting each other.
Support Helping our customers to meet their obligations and receive their entitlements. Working together and taking pride in delivering great performance.
Protect Being vigilant and acting decisively in protecting society. Behaving professionally and with integrity.
The successful candidate would be expected to be an exemplar of these values
