Individuals & Small Business Compliance

  • Job Reference: 156931
  • Date Posted: 11 October 2021
  • Recruiter: HM Revenue and Customs
  • Location: Birmingham
  • Salary: £120,000
  • Sector: Government, Business Management
  • Job Type: Full Time Flex, Part Time Flex, Super Flex
  • Duration: Happy to talk flexible working
  • Work Hours: Full Time

Job Description

he Director ISBC is accountable to the Director General Customer Compliance for shaping and delivering the compliance approach to Individuals and Small Business. They lead a Directorate of over eight thousand compliance professionals engaged in complex, customer focused operational delivery, preventing tax loss and delivering tax yield through targeted interventions to address compliance risks, while implementing transformation in line with HMRC’s strategy, including Making Tax Digital.

The Director of ISBC is accountable for ISBC’s delivery against Departmental strategic objectives as well as customer group performance objectives, including measures of yield (the collection of tax that would otherwise have been lost to the Exchequer), customer experience, harm prevention and making HMRC a great place to work. To deliver these outcomes we are focused on building capability, maintaining and improving our professionalism, focusing on customer experience and considering how best we can support this diverse customer base into sustained compliance, and on building a respectful, inclusive organisation. The postholder also works with colleagues across HMRC to advise Ministers and senior stakeholders on compliance policy in relation to Individuals and Small Business. As well as improving tax compliance, ISBC works on behalf of the Department of Business, Energy and Industrial Strategy (BEIS) to enforce the National Minimum Wage.

The role manages seven direct reports, with teams based across all of HMRC’s 13 regional centres.

Job description

Key Responsibilities:
• Contributing to the leadership of Customer Compliance Group, leading by example and playing a key corporate role within CCG senior leadership team and across HMRC’s Enterprise Leadership Group.
• Understanding the risks that the ISBC customer population present to the tax system, and developing with colleagues a strategic approach to addressing those risks.
• Ensuring effective delivery of all aspects of compliance operations to maintain or close the Individuals and Small Business tax gaps, in the context of the delivery of wider transformation, including Making Tax Digital.
• Building on the introduction of compliance professional standards to grow professionalism and customer focus in ISBC in line with HMRC’s Charter and strategies.
• Living HMRC’s values and providing engaging, visible people leadership, driving up capability and building a positive and engaged culture.
• Leading work to address the high profile tax risks, and wider societal harm, that occur as a result of activity in the hidden economy.
• Leading the enforcement of National Minimum Wage, on behalf of BEIS.
• Working closely with Borders & Trade group in HMRC, and the Border Force, to deliver inland compliance work relating to customs and excise duties
• Building effective working relationships across HMRC, developing strong peer networks and leading activity across organisational boundaries to support customers to comply.
• Further developing and optimising the operating model for the campaigns and projects function, to support compliance activity in both ISBC and in other customer segments
• Managing a wide range of senior stakeholders including ministers in HMT and BEIS.
• Enabling continuous improvement across operations, delivering efficiencies and improving effectiveness.
• Working closely with delivery partners to improve the identification of risk and improve the effectiveness and efficiency of compliance interventions.
• Managing significant change including improvements to CCG’s operating model whilst improving staff engagement.


The successful candidate will have excellent communication skills, and good political awareness, and be able to deliver at pace in a complex, sometimes high profile environment

You must be able to demonstrate the following essential criteria within your application:
• Significant experience of successful large scale complex operational delivery in a multi-site environment.
• A demonstrable track record of working collaboratively across team boundaries to achieve results
• An inclusive and empowering leadership style, that is visible and engaging
• An ability to think strategically, with a track record of developing and delivering new approaches to complex problems impacting significant numbers of customers.
• A track record of delivering change successfully, engaging colleagues and customers effectively, and ensuring benefits are realised
• Strong stakeholder management skills.

Desirable criteria:
• Previous knowledge, expertise and practical experience of tax regimes, risk identification and compliance interventions.
• Knowledge of direct/indirect tax


Whatever your role, we take your career and development seriously, and want to enable you to build a really successful career with the department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits.

This includes:
• 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years’ service. This is in addition to your public/bank holidays.
• This will be complemented by one further day paid privilege entitlement to mark the Queen’s Birthday.
• Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle.
• A competitive contributory pension scheme that you can enter as soon as you join where we will make a significant contribution to the cost of your pension; where your contributions come out of your salary before any tax is taken; and where your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire.
• Flexible working patterns and access to Flexible Working Schemes allowing you to vary your working day as long as you work your total hours.
• Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers.
• The use onsite facilities including fitness centres and staff canteens (where applicable).
• Occupational sick pay.

Things you need to know


Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is developed vetting.

See our vetting charter.
People working with government assets must complete basic personnel security standard checks.

Selection process details

To apply for this post, you will need to submit the following documentation to by no later than 23.55 on 7th November 2021 You will be asked to submit the following:

• A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.

• A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with reference to the criteria in the person specification.

A completed Diversity Monitoring Form. All monitoring data will be treated in the strictest confidence, this will not be provided to the selection panel and will not affect your application in anyway. If you do not wish to provide a declaration on any of the particular characteristics, you will have the option to select 'prefer not to say'. The information you provide when submitting your application will help us monitor our progress towards the Civil Service becoming an inclusive employer.

• A completed Supporting Information Form.

Also, only if applying under this scheme, a Disability Confident Scheme Form for disabled persons.

Failure to submit these documents will mean the panel only have limited information on which to assess your application against the criteria in the person specification.

Please ensure that both the CV and Statement of Suitability documents contain your full name.

If you do not wish to provide a declaration on any of the particular characteristics, you will have the option to select 'prefer not to say'. The information you provide when submitting your application will help us monitor our progress towards the Civil Service becoming an inclusive employer. 2020 was the Civil Service Year of Inclusion. This was an opportunity for us to celebrate our achievements to date and think about how we want to continue to make the Civil Service a great place to work. See the Civil Service Diversity and Inclusion Strategy or Equality and Diversity for more information.

Should you encounter any issues with your online application or are unable to apply online please contact Samantha at Audeliss by email at

Selection process:
Jane Burgess, a Civil Service Commissioner, will chair the process with:

• Penny Ciniewicz, Director General, Customer Compliance Group (HMRC)
• Patricia Gallan, Non-Executive Director (HMRC)
• Janet Alexander, Director Customer Experience and Professionalism, Covid and UK Transition (HMRC)
• John Paul Marks, Director General, Work and Health Services (DWP)

Longlist & Shortlist:

You will receive an acknowledgment of your application through Audeliss. The panel will then assess all applications to select those demonstrating the best fit to the role by considering the evidence you have provided against the criteria set out in the ‘Person Specification’ section. Failure to address any or all of these may affect your application.

The timeline later in this pack indicates the date by which decisions are expected to be made, and all longlisted and shortlisted candidates will be advised of the outcome as soon as possible thereafter.


Candidates selected for longlisting will be invited for an interview with Audeliss to further explore their skills and experience. Following the completion of all the preliminary interviews, the panel will meet again to further assess candidates on the longlist, utilising the additional insight provided by Audeliss and will agree a shortlist for interview.

If you are shortlisted, you will be asked to take part in a series of assessments which could include psychometric tests and a staff engagement exercise. These assessments will not result in a pass or fail decision. Rather, they are designed to support the panel’s decision making and highlight areas for the panel to explore further at interview.

You will be asked to attend a panel interview in order to have a more in-depth discussion of your previous experience and professional competence in relation to the criteria set out in the Person Specification. This interview is likely to also involve a 5-minute presentation on a topic to be confirmed.

You may also have the opportunity to speak to Penny Ciniewicz prior to the final interview to learn more about the role and the organisation. Please note this will not be part of the formal assessment process.


If you are shortlisted, you will be asked to attend an interview in order to have a more in-depth discussion of your previous experience and professional competence. We will also ask you to prepare a 5 minute verbal presentation. Details will be issued in advance of your interview.

If shortlisted, applicants will need to be willing to undertake a Financial Probity check. Full details of the interview process will be made available to shortlisted candidates. The interview will take place via video link (full instructions will be issued).

Regardless of the outcome, we will notify all candidates as soon as possible. We will send you a copy of any report for any assessment that you may have undergone as part of the recruitment process (where applicable).

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.