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Customer Services
Customer Compliance

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Top Insider Advice

Something that has helped me to move up in my career at HMRC is taking on new tasks from working on additional projects for the HO's in Customs to training new starters to the business. I actually wrote and delivered a training package for new starters when I was AO in Customs, I felt this not only increased my skillset but it also helped me to make sure that anyone starting in the same role as me learnt the job from the perspective of an AO. I have also taken on projects where I have led a group of people, for example, clearing an email inbox where we had a large number of emails. I delegated colleagues to cover particular time slots, making sure that the emails that had been waiting the longest for a response were dealt with first.
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Career path

Tax Compliance Caseworker

Hmrc

From 06/2024 to 03/2025

Customer Service Consultant - Customs and International Trade Helpline

Hmrc

From 11/2020 to 06/2024

Company

What do you like about your job and the company?

I'm motivated by doing the best I can for my customer, although I have now moved from Customer Service Group to Compliance Group, I am still dedicated to serving the people and working hard to deliver the best possible service to them. I am excited to now work in Campaigns and Projects to be able to help customers in many different ways.

Greatest achievements

Although not directly related to my work here at HMRC, something I'm particularly proud of was that in March 2020 I set up an organisation in my community to help us get through the Coronavirus Pandemic. We won the bid as an organisation from the City Council to be the only group in our town to be able to run the services needed to get us through from organising volunteers to do shopping for residents who were isolating to providing food parcels to those who needed them and running a team of telephone befrienders to call those who were isolating on their own and needed someone to talk to. I will always be proud that I created this scheme that helped my community to safely get through.
Other insiders

Prudencia O

Top Insider Advice

1. Don’t be afraid to ask for support. No one succeeds alone. Join support networks, find a coach, mentor or sponsor. Get as much help as you can! 2. Step outside your comfort zone and take on new challenges, even if they are a bit scary! Growth doesn’t happen in familiar spaces. Take on challenges that stretch you, that make you uncomfortable and ultimately lead to new skills and greater confidence. 3. Make things happen – look for sideways moves to develop your skills, not just promotions. Think about development programmes. Don’t wait for opportunities to come to you, seek them out, take the initiative and be ready to step up when the moment comes. If you don’t make it happen, nobody will! 4. Resilience is essential. There’ll be lots of disappointments on your journey and times when you wonder whether it’s worth it. I can tell you without a doubt, it is. Keep trying, keep pushing. Remember, every obstacle is an opportunity to rise. Each setback is a chance to grow stronger and to learn something new, and every step you take brings you closer to the top of the ladder. 5. When you succeed in life or in your career, celebrate but also acknowledge that you didn’t do it alone. Nobody does! Above all, don’t pull the ladder up after you! Reach out and help others climb.

Joseph B

Talent Acquisition Partner

Top Insider Advice

My advice would be to find what makes you as an individual tick and keeps you engaged. You spend a lot of time at work and you've got to find something that brings you self-fulfilment

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 Chris .