Personal Tax Operations (PT Ops) is the customer-facing area of HMRC; every year we handle over 60 million calls, 17 million post items and, in keeping PAYE up to date, work management items. Over the past 18 months we have seen significant investment to modernise the way we manage our customers’ demand and we have implemented a range of new digital platforms to transform the way we operate. But there is still more to do.
Our customers expect us to manage the traditional means of contacting us – phones and post - but in an increasingly digital world we have to deliver services through new channels at times demanded by the customer.
Your role will be key to delivering this new capability and leading the cultural and technological transformation in the business. With responsibility for leading over 2600 people across a large geographical area, you will be part of the PT Ops Leadership team, working directly to the Director of PT Operations. You will be instrumental in delivering the way we build our future and drive forward the services we provide to more than 45 million customers.