Independent Advisor, HMRC Customer Service Committee
Employer Location United Kingdom Salary £4,500 Closing date 24 Nov 2024 View more categoriesView less categories Sector Salary band Contract type Hours Where will they be working You need to or to save a job.
Appointment description
Time commitment - 6 days per annum
Length of term - 2 years
Independent Advisors use their skills and personal experience to contribute to the work of the subcommittees. They support the committee chair, the responsible Director General, senior officials and ultimately the Minister in the delivery of the government’s priorities for the department. Independent Advisors are experts in their field and provide sound judgement. All Independent Advisors will:
1. adhere to the ethical standards outlined in the Seven Principles of Public Life
2. attend the meetings of the committee, contributing constructively across the full range of committee business.
3. act as a sounding board and critical friend to the committee chair and to the executive.
4. provide advice, help and guidance – making recommendations as to how to improve relevant plans and policies.
5. draw on professional experience to strengthen the quality of advice provided to the Board and to the department.
Specific Duties and Expectations:
You will specifically support, scrutinise and challenge the executive on the committee’s key priorities:
6. Service performance: ensuring that HMRC meets its service standards in telephony and post channels.
7. HMRC’s journey to becoming a digital 1st organisation, including publication of a digital transformation roadmap
8. End to end management of the customer journey which includes the importance of customer communications, guidance and education
9. HMRC’s services for customers who need extra help, including those who are digitally excluded
The Committee will also focus on policy and process simplification, the journey for customers who are in a compliance check and how we can better support colleagues to improve service performance.
Organisation description
The Commissioners for HM Revenue and Customs invite applications from suitably qualified and experienced individuals to take on the role of Independent Advisor for the Customer Service Committee.
The HMRC Board is chaired by the Exchequer Secretary to the Treasury and oversees performance and delivery of the organisation. The Board establishes sub-committees to oversee specific areas of work and to provide appropriate advice and recommendations to the Board.
The Customer Service Committee is a subcommittee of the Board and is chaired by a non-executive of the Board. The Committee provides advice and challenge on proposals to improve customer service and experience against the backdrop of long-term customer strategies and makes recommendations on any additional proposals to make improvements to customer service performance and efficiency.
To do this the Committee supports, scrutinises and challenges the executive on the committee’s key priorities:
10. Service performance: ensuring that HMRC meets its service standards in telephony and post channels
11. HMRC’s journey to becoming a digital first organisation, including publication of digital transformation roadmap
12. End to end management of the customer journey which includes the importance of customer communications, guidance and education
13. HMRC’s services for customers who need extra help, including those who are digitally excluded.
The Committee also focuses on policy and process simplification; the journey for customers who are in a compliance check; and how to better support colleagues to improve service performance.
Person specification
Essential criteria
The Independent Advisor should demonstrate most or all of the following criteria:
14. Board or senior-level leadership experience, as an executive or non-executive.
15. A track record of successfully improving outcomes or services in complex delivery organisations.
16. The ability to analyse information and exercise judgement across a broad spectrum of policy and organisational issues. [or reword as appropriate to the committee]
17. Proven experience in building relationships, influencing decision-making and offering appropriate challenge at senior organisational levels
Whilst each Advisor is not expected to have experience in all fields, a combination from the range below is required:
18. Customer experience transformation: Experience of operating at scale to gain organisation-wide support to achieve successful customer-oriented transformation in their organisations, for the benefit of both customer and employee
19. Data analytics: First-hand experience in the smart use of data. They will be able to demonstrate experience in manipulating large data sets and applying the insights in pursuit of continuous upgrading in customer service.
20. Digital: Experience of working in a large organisation responsible for digital service delivery and the associated cultural change this can bring – including marrying technology capability with managing and prioritising activity during transition; and at the same time, managing customer expectations during that transition
21. Marketing & communications: Expertise in defining, planning and executing multi-channel strategies, designed to address different audiences, resulting in a superior, end-to-end customer experience.
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