At a Glance
- Tasks: Enhance employee IT experience and drive continuous improvement at HMRC.
- Company: Join HMRC, a purpose-driven organisation with a strong sense of belonging.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by improving digital platforms for HMRC colleagues.
- Qualifications: Strong communication skills and analytical mindset required.
The predicted salary is between 30000 - 42000 £ per year.
About the job
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.
The Employee IT Experience Team are seeking an experienced and influential Customer Success Manager at Senior Officer (SO) grade. This permanent, full-time role sits at the core of how HMRC colleagues engage with digital platforms. The successful candidate will be responsible for enhancing the employee IT experience, driving continuous improvement, and ensuring that our services deliver measurable value.
As a Senior Officer within the Customer Success function, you will support the G7 in shaping a progressive strategy for IT products and services. You will leverage insights to guide the development of improved process flows, and collaborate with both Service Owners and Suppliers to enable automated process enhancements.
Key Responsibilities:
- Customer Engagement & Relationship Management: Establish and maintain strong, trusted relationships with stakeholders across HMRC, serving as the primary contact for product-related enquiries. Lead communications and outreach initiatives to improve awareness and understanding of platform features, updates, and benefits. Champion the customer voice by using structured insight to inform future enhancements and set strategic priorities. Collaborate with Service Owners and Suppliers to assess current processes and develop improved, streamlined processes that meet organisational needs and expectations.
- Feedback, Insight & Reporting: Gather, analyse, and interpret customer feedback to identify trends, requirements, and areas for improvement. Create high-quality process flows to inform platform service owners and senior stakeholders about enhanced ways of working, making optimal use of available technology. Produce comprehensive reports suitable for ExCom level, highlighting product and service performance and alignment with HMRC/CDIO priorities.
- Exploitation and Change Management: Coordinate and support the delivery of workshops, demonstrations, or roadshows that showcase our products and services. Promote the adoption of new functionality and assist with change management and governance activities.
Essential Criteria:
- Excellent communication skills and the ability to build effective relationships with customers and colleagues.
- Analytical skills to interpret customer feedback and generate clear, actionable insights.
- Competence in process mapping/documenting processes.
- Confidence in presenting information and delivering informational sessions.
- A proactive approach to problem-solving.
- The ability to collaborate effectively with both technical and non-technical teams.
- A working knowledge of IT Change Management Processes.
Desirable Criteria:
- A working knowledge of Nexthink products and services or a similar Digital Experience Management tools.
Benefits:
- Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme.
- HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.
- 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.
- Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies. Personal support. Coaching and development.
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.
Important information for existing HMRC Contractual Homeworkers: This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need.
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.
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.
Customer Success Manager - Telford - Plaza 1 and 2 employer: HMRC
HMRC is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where innovation and collaboration thrive. With flexible and hybrid working policies, generous leave allowances, and a commitment to continuous improvement, employees can achieve a healthy work-life balance while contributing to meaningful public service. Located in Birmingham's vibrant Arena Central, this role as an Operating Model Manager provides the opportunity to lead impactful change within a large organisation, making a real difference in how technology services are delivered.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Telford - Plaza 1 and 2
✨Tip Number 1
Network like a pro! Reach out to current or former employees at HMRC on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. This insider info can give you a real edge.
✨Tip Number 2
Practice makes perfect! Prepare for your interview by rehearsing answers to common questions, especially around customer engagement and relationship management. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used customer feedback in the past to drive improvements. Bring examples of reports or insights you've generated that led to positive changes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining HMRC and ready to take that next step in your career.
We think you need these skills to ace Customer Success Manager - Telford - Plaza 1 and 2
Some tips for your application 🫡
Craft Your Personal Statement:Your personal statement is your chance to shine! Make sure you clearly demonstrate how you meet the essential criteria. Use specific examples from your experience that showcase your skills and achievements. Remember, we want to see your personality come through!
Tailor Your CV:Don’t just send a generic CV! Tailor it to highlight your relevant experience for the Customer Success Manager role. Focus on your job history and key achievements that align with the responsibilities mentioned in the job description. We love seeing how you can add value!
Be Honest and Authentic:While it might be tempting to embellish your experiences, honesty is key. We want to hear about your real experiences and insights. If you’ve faced challenges, share how you overcame them. Authenticity goes a long way in making a strong impression!
Apply Through Our Website:Make sure to apply through our website for a smooth application process. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the info you need about the role and our company culture there!
How to prepare for a job interview at HMRC
✨Know Your Stuff
Before the interview, make sure you understand HMRC's digital platforms and how they enhance employee IT experiences. Familiarise yourself with their services and think about how you can contribute to improving them.
✨Build Relationships
As a Customer Success Manager, relationship management is key. Prepare examples of how you've successfully built relationships in previous roles. Think about how you can apply those skills to engage with stakeholders at HMRC.
✨Data-Driven Insights
Be ready to discuss how you've used customer feedback to drive improvements in past roles. Bring examples of how you've gathered and analysed data to inform decisions, as this will be crucial for the role.
✨Present Like a Pro
You'll need to deliver a 15-minute presentation during the interview. Choose a straightforward process to explain, and suggest areas for improvement. Practice your delivery to ensure you come across as confident and clear.
