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Edward .

Complaints Manager-Officer

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Top Insider Advice

Always remain positive. Take the plunge once in a while and believe in yourself. Learn what you can from others. If there are any opportunities outside of your comfort zone, rise to the challenge and volunteer. You will surprise yourself, who will release the abilities that you didn’t think you had. Remain positive and focused on your goal. Consider the bigger picture, how does my role fit in within the wider goals of the business and how can you make it a great place to work. In a customer led role like mine, you can really make a difference to people’s lives. You see the negative impacts our mistakes can make and how you can work to ensure that they are not repeated, whilst improving the customer journey and the reputation of the business. You will gain positive feedback and people will look up to you.
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Career path

Complaints Manager-Officer

HM Revenue and Customs

Started 06/2008 to Present

Company

What do you like about your job and the company?

I am proud to be a civil servant. I have received excellent training and from the experience I have gained, I have been able to use it to help others. I am encouraged to take an active role in my development, which allows me to take full control of progression opportunities. We have a culture in HMRC that it is an excellent place to work, it certainly is. Plenty of extra voluntary duties are available to aid in my development. I have helped other business areas in ways too. This has included being an independent on an interview panel. I have also trained new team members onto the team. It’s good to see how my work impacts on the business as a whole. One of HMRC's goals is to be the best provider of customer service, I love that my role reflects this and plays a huge part. I am proud to make a difference to the customer journey, working towards HMRC's ultimate goal of providing the best customer service.

Greatest achievements

In a bid to make efficiency savings, I took part in trail of how we can support customers who need extra support in dealing with their tax affairs. The trial was all about the customer and how we can improve the customer journey while at the same time reducing costs. A whole new way of working was devised. Instead of customer appointments in an enquiry centre, mobile advisers would assist customers who needed extra support to get their tax affairs in order. This would mean meeting customers in the community and even at their home address. Some were digitally excluded, and I would make use of technology, taking an iPad for example to help them file a tax return. I would liaise with other teams where required to ensure all the customers enquires were dealt with in full.
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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.

Liz

CDIO Borders & Trade Recruitment and Workforce Lead

Top Insider Advice

Always be yourself, it you make a mistake then admit it, we are only human. Listen to the views of others around you. Treat staff how you would like to be treated but bear that everyone is individual and treat them accordingly.

Kris

Estates Strategic Planning & Data Modelling lead

Top Insider Advice

If there is one thing in my 20+ years in the civil service I have figured out it is you will never know if you don't try. Early on in my career I would never volunteer for opportunities, I wouldn't offer up answers or contribute to group meetings or working groups and missed the opportunity to apply for roles I would have loved to try my hand at. This was all through the fear of looking stupid or failing and how other people would view me. Not to say I have never failed as I have, be that in job applications or the approach I have taken to work tasks. The biggest thing I will share here is I have learned so much more from failing than I ever have from getting something right first time. The support from my colleagues during these times was surprising, there are so many great people who work across our government departments which fosters a great environment to be part of. Don't forget if you learn or take something way from an experience how can that be seen as a failure. Don't stop trying.
Discussions with Edward
Is there one thing you wish you'd known before you applied?
in Career Tips·Tuesday, August 16, 2022
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What are the company's values in your own opinion?
in Career Tips·Tuesday, June 14, 2022
2 responses
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What skills or experience do you need to join.
in Career Tips·Friday, March 10, 2023
2 responses
59 views
Please tell me about the training when you first joined?
in Career Tips·Tuesday, February 28, 2023
1 response
68 views
What is the work environment like?
in Career Tips·Tuesday, October 4, 2022
1 response
89 views