Customer Compliance Manager

Washington, Newcastle
£41,782 - £44,932 + benefits
14 Jun 2022
28 Jun 2022
Contract Type


At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

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.

It's a very exciting time to join HMRC.

HMRC is the UK's tax, payments and customs authority, we have a vital purpose, and we collect the money that pays for public services and help families and individuals with targeted financial support.

Part of Wealthy & Mid-sized Business Compliance (WMBC), Wealthy's job is to ensure wealthy individuals pay the right amount of tax.

Our approach is tailored to the risk that is presented by our customers - for those who present the greatest risk, we adopt a more intensive level of scrutiny, looking across all their linked entities (for example, corporates, trusts and charities) on an annual basis. We look to identify wealthy individuals meriting temporary closer scrutiny, monitoring and providing support to get it right, for instance based upon their previous compliance history, stage of life, career or business events.

We use strong, data-led approaches across the wealthy population to identify those that require investigation. We underpin all this with stronger insight into the wealthy, both to help us identify the right customers and to identify risks in the population. We seek to promote compliance amongst our customers through external engagement, in particular with agents and by being transparent with our views on risk and our approaches.

Job description

You will develop a deep understanding of the tax affairs of your customer base, utilising your tax professional knowledge to identify risks. You will use a range of tools and techniques to promote good compliance, and both prevent and respond to non-compliance.

The tax affairs of the wealthy are often complex and involve structures and transactions that cut-across multiple jurisdictions. You will need to have a proven understanding across all main areas of Capital Gains Tax and Income Tax, including anti-avoidance provisions. You will regularly be addressing customers verbally and in writing on tax technical matters, continuously putting that knowledge into practice.

Collaboration with colleagues both within and outside WMBC is key to ensuring we close the Wealthy tax gap. You will need to be comfortable working at pace with technical specialists, policy owners and legal professionals.

As a Customer Compliance Manager, you will work as part of the technical leadership team supporting caseworkers on their most complex work. A key part of the role will be to build caseworker investigation and strategic capability and technical understanding of personal tax risks.

The successful applicants will be required to:

  • Build capability by providing technical and tactical advice to support personal tax compliance work. This will include advising caseworkers with whole-case multi-risk enquiries and specialist personal tax risks including CGT, international, intelligence led risks and data led risks.
  • Build capability on the team by devising, commissioning and leading learning and awareness sessions, collaborating with subject matter experts where appropriate.
  • You will be responsible for leading a number of the largest and most complex enquiries within the Wealthy customer group, participating in collaborative team-working, sharing good practice and information as appropriate.
  • Contribute to and /or lead the annual risk assessment programme and wider projects which contribute to Wealthy nationally and help support and drive forward our evolving co-operative compliance approach.
  • Drive forward whole-case working, lead case conferences, provide support to caseworkers at meetings and telecoms and assist with correspondence.
  • Make an effective contribution to driving up the professionalism of our work, to assure that professional standards are being met. This will include minimising delay through timely use of information received, robust application of inaccuracy penalties and use of information powers.


Essential Criteria:

  • Strong stakeholder engagement, communication and influencing skills.
  • Decision-making skills and confidence in owning and communicating those decisions.
  • Technical knowledge across Personal Tax regimes (such as Income Tax & Capital Gains Tax etc), demonstrated through one of the following qualifications:
  • ATT qualification


  • ITS1, BDDP, TAR, ILP qualified, completed Individual Learning Plans to a HO standard.

Desirable criteria

  • Knowledge/experience relating to high net worth individuals, and relating to Owner Managed .
  • Businesses/corporates, family trusts, family offices.


  • Technical knowledge across Personal Tax regimes (such as Income Tax & Capital Gains Tax etc), demonstrated through one of the following qualifications:
  • ATT qualification, or
  • ITS1, BDDP, TAR, ILP qualified, completed Individual Learning Plans to a HO standard


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

  • Making Effective Decisions
  • Communicating and Influencing


  • Learning and development tailored to your role
  • An environment with flexible working options
  • A working environment which encourages inclusion and diversity
  • A Civil Service pension, you'll join a scheme as soon as you start
  • Generous annual leave, on top of bank holiday leave and you'll also enjoy an extra day off to mark the Queen's birthday
  • You will benefit from generous paid maternity, paternity and adoption leave.

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Apply before 11:55 pm on Monday 27th June 2022

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