Tax Operations Manager - B2 in Edinburgh

This opportunity is only open to applicants who are currently 'Priority Movers'. Applications from individuals not currently on the Priority Mover list will be rejected and not considered.

The role is based within Tax Operations, which is formed of six teams including Service Delivery, Reviews and Assurance, and Operational Policy and Readiness. Tax Operations teams manage operational performance and taxpayer and agent customer service delivery. The teams are responsible for responding to queries via the Telephony Support Desk, email, and secure messages; dispute resolution; conducting reviews, working cases to litigation standard including giving evidence at tribunals; issuing penalties; debt collection and making repayments. The B2 role within Tax Operations could be caseworker or line manager.

You will be involved in collaborating with a wide range of colleagues and stakeholders to provide responses and assess evidence to assist decision making in relation to project work, legislative and operational change. Tax Operations is a continually evolving environment and continuous improvement is essential. You will use a wide range of data to drive improvements with internal processes for staff and improve service standards for taxpayers and agents.

• Responsible for ensuring adherence to legislative and process requirements whilst maintaining high standards of customer service across Tax Operations, through quality assurance of key processes. Also engaging with taxpayers and agents to help them comply with their obligations and deadlines. You will contribute to the delivery of the team business plan objectives.
• Responsible for providing accurate and timely technical advice and support to both internal and external stakeholders. This includes when required, authorising review cases and the preparation of cases for Tribunal and undertaking the examination of cases where a statutory review of an appealable decision has been requested, within legislative timescales. You may be required to appear at Tribunal as a witness.
• Some roles may require you to lead and manage a team undertaking full range of line management responsibilities to build a high performing, capable and highly engaged team to deliver business priorities.
• Responsible for ensuring casework is managed to a high-quality standard within Key Performance Indicators (KPI’s). Including call response times and assisting in the management of operational processes within Tax Operations, such as penalties, debt, repayments, leases and reviews.
• Work collaboratively across the organisation in the proactive identification and implementation of continuous improvement & contribute to the design and delivery of STEP training modules where needed.
• Assist, and at times, lead on project work to develop and implement changes to tax operational policy, processes and guidance and in response to operational experience and legislative change introduced by the Scottish Government.

This role is a permanent level transfer position.

Applications for this position will only be accepted from substantive B2 employees. Please submit a statement outlining your suitability for the role, relevant skills and experience, and what you would bring to the team (maximum 500 words). Vacancy closes at 11:59pm on Friday the 31st July.

All applications will be invited to an informal discussion with the hiring manager. Informal discussions are to be confirmed.

If you have specific questions about the role, please contact Jayne.riddell@revenue.scot. Read our Candidate Guide for further information on our recruitment and application processes.