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Director, Debt Services

Contract Type
Management, Public Sector
The salary for this post is set within the Senior Civil Service (SCS) Payband 2 range.
Expiry Date
This is a highly challenging, collaborative and influential role and you will work at senior levels across the Customer Services Group, HMRC and wider Government to deliver a complex portfolio of strategy, transformation and delivery activity

Job Description

Reporting to the Director General for HMRC Customer Services the Director Debt Services leads a team of around 5,000 people across multiple locations in the UK.

All of our Directors are members of the Department’s Senior Leadership Team (SLT) and are expected to play an active role in the ongoing corporate management and development of the organisation. We expect all our senior leaders to be:

  • Inspiring – about our work and its future
  • Confident – in our engagement with others
  • Empowering – to allow our teams to deliver

Civil Service Leadership Statement - Gov.UK

Our aspiration is to modernise HMRC’s debt services ensuring that it is better for the customer; better for our people; and better for business. This focuses on:

  • Minimising new debt
  • Dealing with debt as early as possible
  • Operating an effective collection process
  • Supporting tax payers who are experiencing genuine difficulty in paying their taxes
  •  Minimising losses
  • Delivering year-on-year improvement in productivity


Key accountabilities and responsibilities include:

Maximise debt collection to help fund the UK’s public services:

  • Promoting payment of debt at the earliest opportunity using a range of interventions
  • Working across HMRC to develop and deliver the strategy for the prevention and management of debt
  • Accountability for relevant commercial partnerships which increase effectiveness of debt collection and improve outcomes for HM Government


Transform services for our customers:

  • Develop a clear operational vision for HMRC Debt Services which delivers for today and the future and drives excellent customer service
  •  Supporting our customers in moving to digital channels and introducing voice biometrics


Leadership as a core member of the Customer Services Group Senior Leadership Team and the wider HMRC leadership cadre

  • Be a highly effective and inspirational leader, role modelling leadership behaviours and championing the Customer Services Group ‘be the best’ ambition
  • Shape and influence Customer Services Group strategic direction and collaboratively work with colleagues to deliver
  • Be accountable for efficiency and effectiveness of systems and processes that deliver HMRC services to the customer, ensuring high levels of customer satisfaction and minimisation of reputational damage.
  • Act as an advocate for the development of capability and skills within HMRC, including Operational Delivery Profession
  • Leadership and management of a team of direct reports and overall responsibility for c5000 people.



The employer makes a significant contribution to the cost of your ?pension

Childcare - the Department recognises that many staff balance working lives with the demands of a family life and offers support with childcare and holiday play schemes costs by providing childcare vouchers for staff who meet the eligibility criteria

Full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service.

In addition to this you are entitled to 8 public/bank holidays plus an additional day for the Queen’s Birthday. The allowance is pro-rated for part-time staff.

With competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.