HO Generic Compliance Caseworker Candidate Pack v3 PDF

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HM Revenue and Customs HO Compliance Caseworker, Customer Compliance Group (CCG) Candidate information pack

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Key facts Role: You will work in a responsible investigative role ensuring that HMRC successfully collects the full and correct amount of money due from UK taxpayers. Your duties may include face-to-face meetings with taxpayers. Many of our people are currently working from home due to the present circumstances, however once it is safe to do so, we will return to the office to work.

Pay: £33,080 - £35,977 (National) £37,606 - £40,911 (London) (pro-rata for part-time hours). New entrants are expected to join on the minimum of the pay band.

Working patterns: We currently work 37 hours per week, covering various working arrangements during HMRC’s standard operating hours between 7am and 8pm, Monday to Saturday. This includes weekends, evenings (up to 8pm) and some bank holidays. Part-time working opportunities (minimum 22 hours per week covering various arrangements during our opening times) can be considered but business need will dictate whether your request can be accommodated. Part-time hours: The pay and annual leave for the vacancy will be pro-rata for successful part-time positions.

Alternative working pattern requests will be considered but are subject to business needs. You should discuss this option with the vacancy holder before you apply.

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About HMRC At HMRC we’re focused on getting tax right, for everyone. We help people pay their tax and claim financial support, and make it hard for the dishonest minority to cheat the system. We’re all doing our bit to make a difference, and we’re proud of what we do because it touches the lives of everyone in the UK. We’re all about getting it right for our people too. We couldn’t do all this without our dedicated workforce – we’re one of the largest organisations in the UK, and we pride ourselves on our inclusive working culture. We’re a supportive team, committed to looking after your development and wellbeing. Our training will help you develop new skills and expertise – you can even gain qualifications recognised across government. It’s an exciting time to be a part of HMRC, and of CCG. HMRC is transforming on an unprecedented scale and our people are at the heart of everything we do. With the help of cutting-edge data and analysis, and the skills of our people, we’re becoming one of the most digitally advanced tax authorities in the world. In CCG, we have 26,000 skilled and committed people, including compliance officers, analysts and fraud investigators, and we’re passionate about making sure everyone gets their tax right, because it pays for the vital public services we all rely on.

I am delighted you’re considering joining us in Customer Compliance Group (CCG). We want to make it as easy as possible for people to pay their taxes and as hard as possible for the minority who don’t.

Penny Ciniewicz Director General, Customer Compliance

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About the role As a Compliance Caseworker (Higher Officer) you will be responsible for leading and carrying out tax investigations into taxpayers’ records, to identify and address any irregularities or non-compliant behaviour. What will I be doing? You will work in a responsible investigative role ensuring that HMRC successfully collects the full and correct amount of money due from UK taxpayers, investigating offences against the tax system and taking action to identify and mitigate any potential risks. You will conduct investigations into taxpayers’ records. This will involve you carrying out an analysis of these records to check for any evidence of non-compliance. If any irregularities are found as a result of your investigations, you will be expected to address these with the taxpayer in line with tax legislation and educate the taxpayer where applicable. You will also act as an escalation point to resolve technical queries from other compliance caseworkers. The investigations you will undertake could be desk based and/or require you to carry out face to face meetings with the taxpayer at HMRC offices or visiting taxpayers’ premises at a wide range of locations. However, due to the pandemic the appropriate measures will be put in place in line with government guidelines to ensure that your safety comes first.

What do we value? Innovation and passion are at the core of our culture. We believe in public services and we are proud of the work we do. We are an inclusive and diverse organisation. To be successful in CCG you will need to demonstrate active on-going support for your colleagues, trust in the capabilities of our people and contribute to fostering an environment where everyone can feel respected.

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Working arrangements HMRC operates seven days a week and 24 hours a day. HMRC ‘standard operating hours’ are 7am to 8pm from Monday to Saturday. Your individual working arrangement (i.e. the times and days on which you are personally required to work your contracted weekly hours) is: 37 hours a week excluding unpaid lunch breaks to be worked between 7am and 8pm on Monday to Saturday. There are several business areas within CCG, you will only be allocated to a specific business area at formal offer stage. Most of these business areas operate during standard HMRC working hours, others may occasionally work outside of these and a few consistently work outside of these. If you are posted to an area with working arrangements that fall outside of the HMRC standard hours you may be eligible for flexitime or a flexibility payment. Further information will be provided during training if this affects you based on the role allocated. During your training period we will need you to work Monday – Friday within HMR C standard operating hours. Your working arrangement may change in-line with business needs, and that could include increased weekend or evening working. We will always give you reasonable notice of any changes to your working arrangement. There may be a requirement for occasional travel with some overnight stays. Some roles may require more frequent travel. Successful candidates could be appointed to any area or working arrangement within Customer Compliance Group (CCG) and you are not able to make a choice.

Alternative Working Arrangements (AWA) As mentioned previously, most posts are full-time but there may be the opportunity for you to work part-time. If you are successful and receive a conditional offer, it will explain how to give the details of your preferred working hours. There is an expectation for part-time staff to cover the working arrangements as above. You need to inform us of your alternative working arrangement request at the conditional offer stage to obtain agreement, even if you told us about your AWA earlier at the application/interview stages. Confirmation of the offer will depend on whether a suitable working arrangement can be accomm odated, considering business needs and the requirements for the training programme. If your AWA is agreed, you will normally be expected to work full-time during the training period. Please note that if you are already working for the Civil Service and hav e an agreed AWA, there is no guarantee we can honour this in a new role. Therefore, you will still be required to submit your request as per the above.

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Investing in you HMRC prides itself on our learning and development offers and the support we can provide as an organisation. We’re committed to investing in you and your development throughout your time at HMRC. From access to regular learning sessions and webinars from a range of cross-sector providers through to giving you all the tools and skills you need to do a brilliant job. On top of this you’ll have mentoring, help and assistance from your friendly colleagues.

Training When you join us, you’ll embark on an induction and learning programme that aligns with the HMRC Tax Professional Programme (TPP). This will get you up to speed with the world of HMRC and Customer Compliance Group (CCG) The TPP is a training programme providing an immersive learning environment over an 18-month period. Your learning journey will consist of 3 stages: •

Stage 1: This stage is the same for everyone and includes: Induction for up to two weeks, followed by core compliance skills for up to a 6-week period. You will be based within CCG working on compliance casework, where your continued learning will give you the confidence to both write and speak to customers in the right way. You will be supported throughout your learning by your manager who will also regularly assess your progress against HMRC Tax Professional Standards.

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Stage 2: Allocation to a designated compliance area to undertake formal learning in a specific tax regime. Your training will continue for a further 9 months, with on-going support from your front-line manager and skills coaches with tutor led events through face to face classroom/virtual events and working on compliance cases. This move will ensure you are able to work with experienced colleagues.

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Stage 3: The final stage of your training supports your transition fully into your role within CCG.

You will be required to attend the first 12 weeks of your induction and training programme on a full-time basis, even if you have agreed an alternative working arrangement. However, due to new social distancing measures, training start dates and times will be confirmed at the offer stage as they may differ during these unprecedented times. If you are an internal HMRC candidate, we will discuss how this training programme will apply.

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Diversity, inclusion and equality We want everyone to feel valued, supported and comfortable being their true self at work. We are proud to be a diverse and inclusive employer, supporting social mobility giving opportunities to people no matter what their background. That’s why we have several staff diversity networks that cover race, disability, LGBTQ, gender and carers. You’ll be able join any of these networks when you join us and getting involved is easy. When you join us you join a friendly and helpful community. We’ll give you the support you need to grow in confidence, help you enjoy your time inside and outside the work place ensuring you have a good work-life balance. We believe that we are a great place to work. For more information on our diversity networks see page 7 of the “Your Little Extras and Big Benefits” booklet

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Ready to apply? The application process is made up of 3 stages:

1. Application Form You will be asked to complete a basic application form, detailing your personal details and employment history.

2. Tests You will then be required to take three tests, and you must pass each one before being invited to the next: •

Civil Service Numerical Test

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Civil Service Verbal Test.

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Civil Service Situational Judgement Test.

Examples and a practice test are available when you log in, to help you familiarise yourself with the process and types of questions. We will then review the number of candidates who have passed all three tests. As we often receive a very high level of applications, we may raise the pass mark on the online tests to determine how many candidates we invite to interview. Anyone who meets the minimum score, but not the newly raised score, will be kept in a “holding pool”. Your test scores will be banked, should any further roles become available you may be progressed to interview. More information about holding pools can be found later in the pack. Tests need to be submitted by 11.30am on the closing date. This is important as we don’t want you to miss out on your opportunity. Please give yourself enough time to complete the tests as there will be no technical help with online tests after 10.00am on the closing date.

3. Interview If you are invited to interview, we will contact you via email or your Civil Service Jobs account to arrange a suitable date/time. We will ask questions to test the following three behaviours: •

Making Effective Decisions

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Communicating and Influencing

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Working Together

We will also be asking some “strength-based” questions which demonstrate the things you do well and/or are motivated by. Detailed information on our interviews, how to prepare and the ID documents you will need to provide will be issued to candidates who reach this stage. More information about Civil Service assessment methods can be found here: Success Profiles

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How we make an offer Merit List This recruitment campaign was designed to ensure we have a sufficient supply of people now and in the future. Candidates who are successful at interview are placed on a reserve list in merit order, starting with those with the highest scores. We are usually able to make some immediate postings following interview, however we may not be able to appoint all those who have been successful straight away. If you have successfully met the criteria, but we are unable to offer you a post immediately, we will move you to a “reserve list” for up to 12 months. You will be notified if this applies to your application.

Reserve List Candidates placed on a reserve list may be offered a post identical or similar to the one originally applied for, should one become available within the duration of the reserve list (usually up to 12 months). Being on a reserve list does not guarantee you a post, so we encourage you to apply for other roles that interest you.

Holding Pool Candidates placed in a holding pool could be called to interview if further vacancies become available whilst the pool is live. This will be done in strict merit order.

Making an offer Please ensure you only apply for locations you are willing and able to work from, as we will only make one offer of employment. Once an offer has been issued, any linked applications you may have for alternative locations under the same recruitment campaign will be withdrawn. Please take into consideration that you will not be given a preference in terms of the location you are offered. If you have applied for locations you are no longer interested in, please ensure you withdraw these applications on Civil Service Jobs at the earliest opportunity. Successful candidates could be appointed to any area within Customer Compliance Group (CCG), to either a Tax Profession or Operational Delivery role, and you are not able to make a choice.

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Further help with applying There is further information on Civil Service careers that gives information and stepby-step guidance on applying for a role within HMRC and the Civil Service. To access this information go to How to apply on Civil Service Careers. For more information around eligibility, health declarations, security and reasonable adjustments please visit GOV.UK. Following each stage of the application process, candidates will be notified of their outcome via email from Government Recruitment Service.

Security Clearance Several checks will be carried out before an offer is confirmed. These will include, age, identity, nationality and immigration status, employment/education history, character and criminal convictions. If you are successful the following will also be required: •

HM Government Baseline Personnel Security Standard (BPSS basic security checks)

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Disclosure and Barring Security (DBS) check

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Or

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Disclosure Scotland Standard Check (Scotland only)

Failure to obtain the required security level will result in withdrawal of any job offer.

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Frequently Asked Questions Is relevant work experience needed before I apply to join HMRC? No. Our selection process looks at your capabilities, potential and evidence of skills that could have been gained anywhere. Can I apply for more than one vacancy? Yes, you can apply for more than one vacancy (location). However, you will only be invited to sit your online tests on your first application. Upon completion, your scores will automatically be applied to any applications you make in other locations/working arrangements that are linked to this recruitment campaign. You will only be interviewed once for this campaign and scores will be applied to all applications. If you withdraw your initial application and still want to be considered for your remaining applications, please contact [email protected] to arrange your online tests. Failure to do this could result in all your linked applications being withdrawn. Can I submit more than one application for the same vacancy? If at any stage your application is rejected, you cannot re-apply for that vacancy again. If you try to submit a second application, this will be automatically removed at the point that it is identified. This also includes submitting a further application using a different Civil Service Jobs account. Similarly, if you withdraw your application you will not be permitted to re-apply for the same vacancy. This will still apply at any stage of the application, up to formal offer stage where a duplicate application is identified, and you will be withdrawn from the recruitment process. If you have any queries regarding your application, please contact GRS via [email protected]. Please be aware that HMRC take any incidents of cheating very seriously. This includes plagiarism of someone else's work. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant applications will be withdrawn from the process. Duplicate applications for the same vacancy will also be withdrawn. I’m unable to attend my interview, or I’m no longer interested in this vacancy – what do I do? If you are invited to interview and cannot attend the dates listed, or you book an interview but you can no longer make this date, please contact [email protected] We will try our best to accommodate requests to reschedule during our interview window, but this may not always be possible. It's important to withdraw any applications in locations you are no longer interested in prior to interview via Civil Service Jobs. Failure to do so may result in all applications for this vacancy being withdrawn. Please note that if you fail to book or fail to attend an interview and have not contacted us then your application will be withdrawn.

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If I am made an offer, will I serve a probation period? Candidates new to the Civil Service will be required to serve a probationary period of six months. This period gives you the opportunity to demonstrate that you are suitable for the job and are able to achieve and maintain our expected standards of performance, attendance, conduct and behaviour. Your manager will guide and support you and provide encouragement to succeed. However, if your performance, attendance and conduct are not satisfactory throughout the probation period you may be dismissed. If you are transferring from another Government Department, the probation period you have already served will be considered. Is the salary negotiable? Full time non-Civil Servants will start at the minimum of the salary range. Civil Servants appointed on level transfer will normally retain their existing salary, but this is dependent on location and any other elements of existing salary. Civil Servants appointed on promotion will receive the salary range minimum or 10% uplift of existing salary (whichever is higher), subject to the range maximum. How will I be contacted? We will contact you by email, and via your Civil Service Jobs account. Please check all of your inboxes including your junk/spam folder. You will also need to frequently check your Civil Service Jobs ...