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Abbey .

Debt Management Complaints manager

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My one piece of advice is “Be-Honest” If you require any reasonable adjustments or assistance, “be honest” in your job application. “Be honest” in your training. If you don’t understand something, then speak up. If you need something to be explained again, “be honest” and say you didn’t understand. “Be Honest” with your aspirations, aims, goals for your career, there are many opportunities which may be applicable for you. “Be Honest” with yourself and keep your work/life balance right for you. My experience - I have been honest about my dyslexia. I have received additional help and support throughout my entire HMRC experience. I learnt an enormous amount about myself during "Coping strategy sessions" which allowed me to be more honest with myself and my manager. Finally, don’t be scared to question things.

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Career path

Debt Management Complaints manager

HM Revenue and Customs

Started 01/2022 to Present

Individual and Small Business Compliance Caseworker Manager

HM Revenue and Customs

From 01/2019 to 01/2022

Personal Tax Operations Advisor

HM Revenue and Customs

From 06/2017 to 01/2019

Company

What do you like about your job and the company?

One of the main motivations is to change my own thinking and my perception of other people thinking that “I am good at my job even though I am dyslexic” to “My dyslexia helps me to be even better at my job”. I have always had a keen eye for noticing things that don’t look right or if something has been changed. Having these skills are very useful when being an investigator and having to appreciate a deep level of detail. I have a strong desire to understand why? Why something has happened? What has caused the result which has led to an error or mistake? Due to my dyslexia, I am a non-linear thinker which allows me to connect the dots that other people don’t see and there-fore solve problems from a different perspective. I really enjoy this role due to the diversity of the cases, as each case expands my knowledge in my area of tax. This allows me to develop and to be able to do a better job.

Greatest achievements

Throughout my life there have been multiple occasions in different context where I have been put into a position of trust. As a young adult I was trusted to run a day’s coaching for over a hundred people. This included managing other coaches, the running of sessions, while considering everyone’s abilities and ensuring everyone had a lunch break. At the time I was one of the youngest coaches within my area. Having this level of experience was new to me and it felt good to be given this level of trust. Due to the success of the day, I was called upon to run this event again for 3 years running. Another achievement is getting to where I am today. When applying for HMRC I thought I would never get the job. I had such a negative relationship with myself and my dyslexia which resulted in me thinking I wasn’t good enough to do “a role like that”. I have since accepted my dyslexia and now know it helps me do my job with a different perspective to others giving HMRC increased diversity of skills and knowledge.

Other insiders

Daniel S

Top Insider Advice

I never thought I would get onto the TSP. I had to push myself out of my comfort zone to attend the assessment centres, take part in all of the activities. I continue to do so with my day job - I don't like presenting, but I do lots of it. It builds confidence and resilience. Rationalise what's the worse that could happen by trying something new, or taking on a new challenge. For me, with the assessment centre, if I didn't get accepted - so be it. I got good experience of interviewing. Met new and interesting people, and got free food from attending the assessment centre (back when they were in person). Once I told myself these things, I pushed myself out my comfort zone to attend the day. I had worked hard to get the invite, so although I wasn't confident in going and being myself, that's what I had to do and it worked out well. Take the set backs as opportunities to reflect, develop and learn from. Keep pushing through set backs and pushing yourself out of your normal comfort zone to be able to achieve the goals you set for yourself.

Lesley

Business Management Unit Higher Officer

Top Insider Advice

Try different areas. Don't stick to one

Zoe

Secretariat

Top Insider Advice

One thing I've found since being in HMRC is that there is a real motivation for the workforce to reflect the diverse society that we serve. The success profiles often used in recruitment can seem daunting, but actually they allow everyone no matter what kind of previous experience we have, to demonstrate those transferable skills, or behaviours, which can be drawn upon, with the right training, to be successful in a brand new role. So don't let anything make you think you don't have what HMRC need or want, whether that be challenging personal circumstances, health difficulties, or lack of prior experience, the Civil Service is here to support everyone in our society, and so it should be made up of a diverse workforce that can accurately represent everyone.

Discussions with Abbey
What support for personal development / training is provided?
in Career progression·Wednesday, June 15, 2022
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6 responses
2052 views
Is there one thing you wish you'd known before you applied?
in Career Tips·Tuesday, August 16, 2022
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8 responses
2210 views
Please describe the most enjoyable aspects of your day-to-day role?
in Career Tips·Tuesday, June 14, 2022
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4 responses
470 views
What does a day look life in Debt Management as AO??
in Career Tips·Tuesday, February 25, 2025
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2 responses
33 views