AO Compliance Caseworker 409R - Belfast

AO Compliance Caseworker 409R – Belfast

About the job
Job summary
Discover a career in your hands at HMRC. Whether you\’re seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it\’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
HMRC are the UK\’s tax, payments, and customs authority. Our vital purpose is to collect the money that pays for the UK\’s public services. Being impartial and increasingly effective and efficient in our administration, we help the honest majority to get their tax right and make it hard for the dishonest minority to cheat the system.
Customer Compliance Group (CCG) brings all our compliance customer directorates into one group. CCG has a vital purpose in ensuring we collect the full and correct amount of money due from UK taxpayers that pays for public services and help families and individuals with targeted financial support. CCG also investigates offences against the tax system and takes action to identify and mitigate potential threats. CCG strives to provide fair, lawful and impartial service by putting the customer experience at the heart of our compliance work. In CCG we deliver on HMRC Charter commitments by applying the Compliance Professional Standards consistently to all our work.
Job description
Do you have an analytical mind and an interest in tackling tax evasion?
If this sounds like you, then you could be a great Compliance Caseworker here at HMRC. This will be a desk-based Compliance Caseworker job in the Customer Compliance Group (CCG).
As an Administrative Officer (AO) Compliance Caseworker, you will be at the forefront of delivering a high volume of cases, under a variety of different targeted compliance projects. Over time, you will develop and build on your skills and knowledge across a wide range of taxes and risks, whilst being supported by helpful colleagues who are experts in compliance casework.
You will be dealing with non-compliance through customer interaction using letters, email, web chat and phone calls. Tasks include challenging customers in telephone interviews, identifying compliance risks and performing any intervention activity required.
You may also be involved in first customer contact, data acquisition, intervention booking, logistics (matching risk to capability) and pipeline management of casework from Project approval through to Caseworker. This post requires good communication and organisational skills and the ability to deliver changes to differing business needs quickly.
Full support and training will be provided to help you handle difficult situations with confidence.
Person specification
You don\’t need any existing knowledge or experience of tax in order to apply, but you\’ll have an interest in tackling tax evasion and helping our customers to get it right first time. At HMRC you will find a supportive and friendly environment tailored to building your confidence and aptitude.
The key to this role is great communication skills. You will need to feel comfortable speaking to many different types of customer and agents, both in person and electronically, so a good standard of verbal and written English is important. Your strengths in these areas will help provide brilliant customer service underpinned by a proactive approach and a real passion for supporting people.
We are looking for the following qualities:

• Strong communication skills – written and verbal, enabling you to effectively document and communicate the outcome of your investigations.
• Good organisational skills with the ability to adapt to differing business needs quickly
• Analytically minded – you will enjoy critical thinking, data and information analysis, research, communication and problem solving.
• Focused – able to follow processes and guidance ensuring quality standards are adhered to.
• Eager to learn – capable of developing the required level of skills to enable you to successfully perform your role.
• Ability to build strong working relationships with colleagues.
• Understand and action new initiatives
• Act as role model demonstrating Civil Service Behaviours and capability.

Some key duties can include but are not limited to:

• Processing customer documents and correspondence.
• Providing or requesting accurate information to customers via email, letter or over the phone.
• Accessing relevant IT systems to collate information and data.
• Using various computer systems, to create, update and maintain customer and internal records accurately.
• Maintaining various corporate databases and administrative systems.

This role is not eligible for \’skilled worker\’ sponsorship.
The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £38,700. In some cases, the minimum can be reduced to £30,960 (via \’tradable points\’) but this role pays below both amounts, and therefore is not eligible.
Behaviours
We\’ll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Communicating and Influencing
• Working Together

Benefits
Alongside your salary of £26,637, HM Revenue and Customs contributes £7,716 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

To find out more about HMRC benefits and find out what it\’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service.
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.
Application
To apply for this job you must complete an application form. After submission of your application you will be invited to complete 3 online tests:

• Civil Service Numerical Test
• Civil Service Verbal Test
• Casework Skills Test

We recommend you have access to a desktop computer or laptop and somewhere quiet to do this. You must be successful at each stage to progress to the next test.
You are advised to attempt the tests as soon as practical to do so, to enable any potential technical issues to be resolved before the tests closed. There will be no extension to the deadline for completing the tests. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.
We will then review the number of candidates who have passed all tests.
Please Note: As we expect a high number of applications, after tests we may utilise holding pools. This means candidates may be invited to interview at a later date depending on confirmed demand in the location applied for at the time.
Holding pools will be live for 12 months after the close of the advert. However, there is no guarantee that being in a holding pool will lead to an interview or job offer. We are not able to provide updates on your specific position within the holding pool.
Interview
If you are invited to interview, we will contact you via the Civil Service jobs portal to arrange a suitable date and time. (Interview dates to be confirmed)
All interviews are conducted virtually via Teams.
In line with Civil Service Success Profiles, we will be assessing Behaviours and Strengths .
We will ask you to provide examples of how you have demonstrated the below behaviours:

• Making Effective Decisions
• Communicating and Influencing
• Working Together

You will be asked Strength based questions after the Behaviour questions.
These questions are designed to test what strengths you currently have and what strengths you have the potential to develop in the future. We ask the same questions of all candidates, but we don\’t give prior indication of what these will be as they are designed to encourage your most natural responses.
Detailed information on the interviews and how to prepare will be issued to candidates who reach this stage.
We will contact you by email so please ensure you check junk email folders as well as your main mailbox.
Interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days(Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake, please contact us via: – Use the subject line to insert appropriate wording for example – \’Please re-open my application – 390912 & vacancy closing date 24/03/2025\’
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we\’ll let you know via your Civil Service Jobs account.
Please be aware that we cannot guarantee you will be offered a role from the Reserve list you may be placed in.
Criminal Record Check
Applications received from candidates with a criminal record are considered fairly in accordance with the Codes of Practice and the Recruitment of ex-offenders Policy.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:

• Contact the MCTP Recruitment team ( ) as soon as possible before the closing date to discuss your needs.

Complete the \”Assistance required\” section in the \”Additional requirements\” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you\’re deaf, a Language Service Professional.
Important information for existing HMRC contractual homeworkers:
HMRC is an office-based organisation. Our Regional Centres and Specialist sites provide the optimum environment for colleagues to work together in a face-to-face setting. Contractual homeworking can only be considered where the role and the business can accommodate. Contractual homeworking requests are made as part of a flexible working/workplace adjustment requirement and will be considered on an individual basis. HMRC believe in the benefits of colleagues being together in the workplace, therefore there will need to be exceptional and permanent reasons for the request to be supported.
Working Pattern
In line with the rest of HMRC, CCG are an office-based organisation, and we do expect all of our full time staff to work on average 3 days per week in an HMRC office location (pro rata for part time or special working arrangement).
We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can\’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
Training
A supportive training package will be provided as part of your induction to HMRC. It will be specifically designed around the roles you will be undertaking.
Please note that during your training period all candidates may be required to work full time and / or set hours in the office, for a period of up to 12 weeks
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant\’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the \’Contact point for applicants\’ section.
Transferring into HMRC from another Government Department
If you are currently working for an \’Other Government Department\’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document \”Combined T&C and OGD Pay English\”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk
All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission\’s recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).