Edward .

Complaints Manager-Officer

Customer Services

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Eligibility AdviceEveryday LifeOur CulturePeople & DiversityRoleWhy usWork & Life with Us

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.

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.

Other insiders

Sue

Operational Lead

Top Insider Advice

I have been very lucky in that I have almost always been given a role (or applied for one) that I have enjoyed in HMRC (or earlier departments). If you show that you are keen to learn and willing to listen, then you will find that opportunities will present themselves to you and you will progress in your career. When I was told that I would have to undertake taxes training in 2005, I was horrified. Having been trained in National Insurance and done various management roles, I thought that tax would be just too hard for me and that I wouldn't pass the exams. However, I committed wholeheartedly to the training programme. I studied hard and passed all the exams first time - even though my daughter was still a baby so I was constantly exhausted as well as having to travel to London once a week for 18 months for my tutorials!

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Daniel S

Head of UBS - Data & Reporting Operations

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.

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Pete

Situational Awareness Officer

Top Insider Advice

Once established the keep your options open. The department and Civil Service are vast, work is varied and options are unlimited. Look for opportunities to expand your knowledge, experience and contacts.

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Discussions with Edward

Is there one thing you wish you'd known before you applied?

in Career Tips·Tuesday, August 16, 2022