Our Vision & Strategy
Our vision is to be a trusted, modern tax and customs department – and our ten-year Tax Administration Strategy sets out some of the key reforms we’re making to achieve this.
We’re focused on delivering three key priorities:
Closing the tax gap
We’re recruiting 5,000 more compliance officers over the next 5 years to help close the tax gap. We will reduce customer error by helping people get things right first time, and use our powers to tackle avoidance and evasion, ensuring everyone pays the tax that is due.
Improving day to day performance and the experience of our customers
We will improve our phone and post performance and support more customers to self-serve online or on the HMRC app where they are able – especially for simpler tasks. This will free up our advisers to help taxpayers who need extra support.
Modernising and reforming the tax and customs system
We’re becoming a digital-first organisation, with a roadmap to be published in spring 2025 to digitalise more of the UK tax and customs system – such as our flagship Making Tax Digital programme – and to increase the resilience of our systems.
We’re proud of the role we play in supporting businesses, employees and families in carrying out our vital purpose – collecting the money that pays for the UK’s public services and giving financial support to people. We do this through the professionalism of our people, by living our values, and by treating our customers in line with the standards in Our Charter.
Why join us?
HMRC Customer Services Group (CSG) employs around 22,000 colleagues as the customer services team in HMRC, on a massive scale supporting individual and business taxes, and some benefits. CSG has a clear ambition to be a leading customer service organisation in the UK.
Our vision for Finance, Planning & Performance (FP&P) is to harness industry best practice and technology through a highly engaged team of planning, performance and finance experts, to step change customer experience in a world where we are increasingly challenged to reduce costs. FP&P will do this in partnership with the front-line operations and other key support/ enabling teams.
Reporting directly to the Director for FP&P and working to support activity throughout CSG, this role is key to leading and delivering a demanding portfolio of work. Transforming our end-to-end planning and forecasting processes to ensure the team provides the operations with timely and accurate resource requirements by skillset, converting into effective intra day plans. This role will be key to the implementation of the Planning Standardisation Programme in CSG, that is focused on transforming the way that workforce planning is delivered within a centralised function. The role holder will be supported by the Standardised Planning Programme to land these changes across CSG in a complex and highly dynamic environment.
