Field Collections Team - Collector - Cardiff

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. We require 2 Debt Collection Officers in Wales who can work independently and be part of a wider geographical Collection team. We will be appointing on Merit order based on locations of vacancies. Working within local areas near you as well as potentially working further afield to cover different geographical locations based on operational requirements.

You will have a full mobile kit including a Laptop, Card Payment machine, Mobile Phone, and Thermal Printer to enable you to carry out your role on the road. You will also be provided with a lone worker Health & Safety device. As this is a remote and mobile role, you will be eligible to apply for your own company Car from one of our flexible schemes.

This is an exciting time to join a modern digital Field Collections Team which is part of HMRC Debt Management whose core purpose is to collect money to fund UK public services. Field Collections are responsible for pursuit and collection of overdue Taxes. You will interact with people from all walks of life including Company Directors, Sole Proprietors and Partnerships to secure HMRC debts. Recording their assets under the Taking Control of Goods legislation in Wales. Travelling solo to various external customer premises, engaging with customers whilst gathering information to make well balanced decisions. We will support your development in this role with a full in-depth 6-week training course which is provided with ongoing 121 peer support.

As a Debt Collections Officer, you will demonstrate a specific skill set that enables you to:

• Methodically plan and manage your diary for weekly visit activity.
• Make effective decisions to resolve cases, this will include questioning customers to determine their financial and assets position when looking to secure payment.
• Analyse systems to make informed decisions.
• Deciding when to commence Enforcement activity.

So, if you like meeting different people and enjoy travelling whilst possessing strong interpersonal skills, are driven, adaptable, hardworking and would enjoy working for a team that constantly evolves and innovates, this is the job for you.

As Field Collections Team is a national team covering all of the UK, Regional Centres do not determine where we need to recruit but geographical locations do and therefore, we will have various Reserve Lists based on location.

Person specification

As an influential Officer of the Debt Collections Team, you will need to be organised, driven, manage your own time effectively and communicate successfully. At times you will also be an empathic Civil Servant whilst at other times you will need to be an authoritative, assured and confident Debt Collection Officer. Under challenging circumstances, you will operate fairly in your dealings with members of the public as well as other external/internal stakeholders. Be part of a large and extremely engaged nationwide team who are inclusive, flexible, adaptable and creative in solving problems and dealing with change. Whilst on the road you will be an ambassador for HMRC. You will take customer service, etiquette and fairness seriously and demonstrate it professionally. You will be a self-motivated person, always looking to develop your expertise. Using your new or updated learned library of knowledge to remind customers of the laws, acts and legislations such as the Taking Control of Goods in Wales. Fully using available digital platforms, thinking in an objective and analytical manner with an inquisitive and open mind. Using good judgement to make decisions to enable you to progress each case and deal with associated queries.

Field Collections operates flexibly to improve contact with the customer and 90% of the working day is spent "on the road" calling at premises unannounced. Sometimes an overnight stay in a hotel may be required for which expenses will be covered.

Essential Criteria

• Strong planning and organisational skills to deliver consistently high outputs in a fast-paced environment.
• Showing flexibility and delivering a great customer experience with internal and external exposure across many levels of seniority.
• Being adaptable and capable of operating in dynamic, fast-paced environments.
• Comfortable working within tight deadlines and under pressure.
• Demonstrate excellent interpersonal skills with a proven ability to influence and engage others effectively.
• Skilled in gathering and analysing data to make sound, evidence-based decisions, even when they are unpopular.
• Highly observant, ensuring all relevant information is considered.
• Make effective decisions to deliver positive outcomes.
• Speaking, writing and reading confidently and fluently in the Welsh language with colleagues and customers.
• A full UK car driving licence.

We recognise that some people cannot drive due to a disability or underlying health condition and may not be able to meet this requirement. Where this applies, you can apply but will need to declare that you require a reasonable adjustment at the point you receive a provisional offer. The vacancy holder will then discuss your specific requirements to consider if this can be reasonably accommodated in this role.

Behaviours

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Managing a Quality Service
• Delivering at Pace

Benefits

Alongside your salary of £29,475, HM Revenue and Customs contributes £8,538 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 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.

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

This vacancy is using Success Profiles and will assess your Behaviours, Strengths and Experience.

How to Apply

As part of the application process, you will be asked to provide a 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the Essential Criteria and Person Specification as outlined in the advert.

We acknowledge that AI can assist you in your application. Find our guidelines here.

Sift

At full sift your Personal Statement will be assessed, with the successful candidates being invited to interview. We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, you will be asked behaviour-based questions to explore in detail what you are capable of, and you will be asked strength-based questions to also explore what you enjoy and your motivations relevant to the job role.

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 before the vacancy closes, we will not be able to reopen your application for you.

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.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code 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.

Important information for existing HMRC contractual homeworkers

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Additional Information

We are looking into ways to enhance the applicant experience. As part of our legitimate interests, we are testing the use of new technologies such as automation and/or Artificial Intelligence in the assessment for CV, personal statement and behaviour statement.

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.