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For Companies At a Glance
- Tasks: Enhance employee IT experience and drive improvements in digital services.
- Company: Join HMRC, a purpose-driven organisation with a strong sense of community.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Why this job: Make a real impact by shaping IT strategies and improving user experiences.
- Qualifications: Strong communication skills and analytical mindset required.
- Other info: Great career growth opportunities in a dynamic work environment.
The predicted salary is between 45544 - 45544 £ 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 is seeking an experienced and influential Customer Success Manager at Senior Officer (SO) grade. This permanent, full-time role is central to how HMRC colleagues engage with and gain value from digital platforms. The successful candidate will play a key role in enhancing the employee IT experience, driving continuous improvement, and ensuring digital services deliver clear, measurable value across the organisation.
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.
Person specification
- Build strong, trusted relationships across HMRC, acting as the main point of contact for digital products and services.
- Promote the adoption of Nexthink Platform products and features.
- Lead the organisation and delivery of workshops, demonstrations or roadshows.
- Champion the customer voice by shaping structured insight to inform and develop future enhancements, working with the G7 to support strategic priorities.
- Act as a second line contact for product related queries, escalating to G7 where required.
- Lead collaboration and analysis with Service Owners and Suppliers to assess processes and gather information to support improvement decisions that meet organisational needs and expectations.
- Produce clear, high-quality insights and reports for senior stakeholders, including ExCom.
- Lead change management and governance activity to ensure successful delivery of service improvements.
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.
Desirable Criteria
- A working knowledge of Nexthink products and services or similar Digital Experience Management tools.
- A working knowledge of IT Change Management Processes.
Benefits
- Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 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. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you.
Hybrid Working At HMRC
HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month.
Technical Support
If you are experiencing problems that cannot be resolved by our 'help' section, then technical support is available. You will receive a reply in 2 working days.
Security
Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard checks.
Nationality requirements
This job is broadly open to UK nationals, nationals of the Republic of Ireland, nationals of Commonwealth countries who have the right to work in the UK, and 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).
Customer Success Manager - Newcastle employer: HMRC
Contact Detail:
HMRC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - Newcastle
✨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. Building connections can give you insider knowledge that could set you apart.
✨Tip Number 2
Prepare for your interview by practising common questions related to customer success and digital platforms. Think about how you can showcase your analytical skills and problem-solving abilities. We want you to shine, so rehearse your answers until you're confident!
✨Tip Number 3
Don’t forget to demonstrate your communication skills during the interview. Be clear and concise when explaining your past experiences. Remember, it’s all about building those strong relationships, just like you would in the role of Customer Success Manager.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen. Plus, you’ll find all the resources you need to prepare for your interview right there. Let’s get you that job at HMRC!
We think you need these skills to ace Customer Success Manager - Newcastle
Some tips for your application 🫡
Craft a Stellar CV: Your CV is your first impression, so make it count! Keep it concise and focused on your last three roles, highlighting key achievements. Remember, we want to see what you've delivered, so be specific!
Nail Your Personal Statement: This is your chance to shine! Use the 750 words wisely to demonstrate how you meet the essential criteria. Be clear, be confident, and don’t forget to sprinkle in some of that personality we love at StudySmarter!
Showcase Your Insights: When discussing your experience, focus on how you've used insights to drive improvements. We’re all about enhancing experiences, so share examples that show your analytical skills and proactive problem-solving approach.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you get all the updates. Plus, it shows you're keen to join the StudySmarter family!
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 Nexthink products and services, as well as any relevant IT Change Management processes. This knowledge will help you answer questions confidently and show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Customer Success Manager, strong communication is key. Prepare to demonstrate your ability to build relationships by sharing examples of how you've successfully engaged with customers or colleagues in the past. Think about specific situations where your communication made a difference.
✨Prepare for Experience-Based Questions
Expect to face experience-based questions during the panel interview. Reflect on your previous roles and be ready to discuss how you've tackled challenges, particularly in process mapping and improvement. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Nail the Presentation
You'll need to deliver a 15-minute presentation about a straightforward process. Choose a common example that everyone can relate to, explain how it works, and suggest areas for improvement. Practise your delivery to ensure you stay within the time limit and engage your audience.