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For Companies At a Glance
- Tasks: Investigate cases and make fair, impartial decisions while supporting customer needs.
- Company: Join HM Revenue & Customs, a key government department focused on customer service and improvement.
- Benefits: Enjoy a full-time role with opportunities for personal development and impactful work.
- Why this job: Be part of a diverse team making a real difference in people's lives through effective complaint resolution.
- Qualifications: Strong communication, analytical skills, and the ability to manage workloads effectively are essential.
- Other info: Applications from all backgrounds are encouraged; we value diverse perspectives.
The predicted salary is between 28800 - 43200 £ per year.
Join to apply for the Adjudication Investigator role at HM Revenue & Customs. This range is provided by HM Revenue & Customs. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Location: Nottingham Regional Centre - Unity Square, Stratford Regional Centre - Westfield Avenue
About the job
Do you have an enquiring mind? Can you make and communicate complex decisions? Are you passionate about excellent customer service? If so, our Adjudication Investigator role could be for you.
The Adjudicator, Michael McMahon, has independent and personal authority to resolve escalated complaints about HM Revenue and Customs (HMRC), the Valuation Office Agency (VOA) and also to review Home Office decisions on entitlement to compensation under the Windrush Compensation Scheme (WCS). The Adjudicator's Office supports the Adjudicator in making high quality decisions on these challenging, sensitive and often high-profile cases. We have around 55 employees based across our two locations in Nottingham and Stratford (East London), the majority being Adjudication Investigators.
The core purpose of the Adjudicator and the Adjudicator's Office is to:
- Resolve cases by providing an accessible and flexible service and make fair, trusted and impartial decisions
- Support and encourage effective resolution throughout the case handling process whilst being responsive to customer needs
- Use our expertise and insight from cases to support HMRC, the VOA and the Home Office to learn and improve services to customers
The Adjudicator's Office's vision is to:
- Run an effective customer-focused complaint handling service
- Provide insight which drives action to improve services for customers
Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
In this role, you will be an investigator delivering high quality, impartial decisions on cases, working closely with the Adjudicator. You'll gain an insight into how two of the largest operational departments at the heart of Government operate and will interact with their customers and users. You will be required to demonstrate and develop core Civil Service capabilities such as the ability to analyse and evaluate information, make effective decisions, work with a variety of stakeholders and communicate clearly.
To support your decision-making process, you'll need to consider the perspectives of both the customers and the relevant department who are party to your case. You will obtain information from a variety of different sources and build understanding of relevant rules and processes in order to inform your decision.
Key Responsibilities:
- Ensure cases are investigated and progressed efficiently and in a customer focussed manner, working within our performance expectations and quality frameworks
- Collate and analyse evidence and information from customers and the departments to make fair and impartial decisions
- Identify and share insight and learning from your cases to maximise the value of complaints, driving improvements in customer services and supporting cultural change
- Communicate with customers and stakeholders, discuss cases and be part of the team taking calls on our external phone service
Person specification:
Ideally, we are looking for someone who understands the importance of values and culture to the delivery of an organisation's vision and purpose. You will be a strong communicator, with analytical and decision making skills.
- Ability to use judgement, critical thinking and analytical skills to reach evidence based decisions
- Able to clearly communicate complex issues both verbally and in writing
- Hold excellent time management skills and the ability to exercise judgement in how you carry out your work, manage your workload to meet deadlines and work collaboratively with colleagues.
- Capability to identify wider themes from the work you do and produce insight in order to provide wider feedback to colleagues and stakeholders
- Passionate about playing an active part in the wider development of the Adjudicator's Office, providing support on office-wide initiatives and projects
Behaviours: We'll assess you against these behaviours during the selection process: Making Effective Decisions
Technical skills: We'll assess you against these technical skills during the selection process: Drafting Skills
Seniority level: Associate
Employment type: Full-time
Job function: Administrative and Customer Service
Industries: Government Administration and Government Relations Services
Adjudication Investigator employer: HM Revenue & Customs
Contact Detail:
HM Revenue & Customs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Adjudication Investigator
✨Tip Number 1
Familiarise yourself with the core responsibilities of an Adjudication Investigator. Understanding the nuances of case handling and customer service will help you demonstrate your suitability for the role during interviews.
✨Tip Number 2
Research HM Revenue & Customs and the Adjudicator's Office thoroughly. Knowing their mission, values, and recent initiatives will allow you to align your answers with their goals and show that you're genuinely interested in the position.
✨Tip Number 3
Prepare examples from your past experiences that showcase your analytical and decision-making skills. Be ready to discuss how you've effectively resolved complex issues or improved processes in previous roles.
✨Tip Number 4
Practice your communication skills, both verbal and written. As an Adjudication Investigator, you'll need to convey complex information clearly, so consider mock interviews or discussions with friends to refine your delivery.
We think you need these skills to ace Adjudication Investigator
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Adjudication Investigator role. Familiarise yourself with HM Revenue & Customs and their mission to ensure your application reflects your alignment with their values.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job description. Emphasise your analytical abilities, decision-making skills, and any customer service experience that showcases your suitability for the role.
Craft a Compelling Cover Letter: Write a cover letter that clearly articulates your motivation for applying and how your background aligns with the key responsibilities of the position. Use specific examples to demonstrate your problem-solving skills and ability to communicate complex issues.
Proofread Your Application: Before submitting, thoroughly proofread your application materials. Check for spelling and grammatical errors, and ensure that your writing is clear and concise. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at HM Revenue & Customs
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of an Adjudication Investigator. Familiarise yourself with the core purpose of the role and how it fits within HM Revenue & Customs. This will help you articulate why you're a good fit for the position.
✨Demonstrate Analytical Skills
Since the role requires strong analytical and decision-making skills, prepare examples from your past experiences where you've successfully analysed information and made informed decisions. Be ready to discuss how you approached complex issues and what the outcomes were.
✨Showcase Communication Abilities
Effective communication is key in this role. Practice explaining complex issues clearly and concisely, both verbally and in writing. You might be asked to demonstrate this during the interview, so think of scenarios where you had to communicate difficult information to stakeholders.
✨Prepare for Behavioural Questions
Expect to face behavioural questions that assess your ability to make effective decisions and work collaboratively. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you highlight your thought process and the impact of your actions.
