Will
My biggest challenge
Having done well at school and university, I assumed I would find the learning the easiest part of the Tax Specialist Programme (TSP): in fact, it’s the area I have to work at the most. Not so much because of the technical difficulty but because of the sheer volume. I have found it difficult to get the balance between revising and keeping up with other demands, such as staying up to date with recording evidence of my development and working cases.
Interacting with customers is one of my favourite parts of the job but it can also be one of the hardest. Many business owners find compliance checks, understandably, stressful and as a HMRC officer you can sometimes become the focus of this. It can be distressing to see customers distressed and it can be difficult to balance your responsibility as a tax inspector to assess the correct tax with your responsibility as a human to be sympathetic.
My biggest surprise
At times I have found it difficult to juggle all the different strands of the programme. I’ve become a much more efficient user of Outlook than I could have dreamed in the last 9 months. I’ve been lucky to have a supportive manager and an excellent support system of case mentors and more experienced trainees who have shared tips for managing.
The great positive surprise upon starting TSP has been how early you are trusted to do live tax cases. Within months of beginning the programme, I was writing out to my first customer. I’ve really enjoyed this early responsibility.
Ella
My biggest challenge
One of the things I find most challenging, but also most enjoyable, is the variety of work. No two cases are ever the same, and every so often you’ll come across something particularly niche that requires you to do some additional research and really get to grips with the details. It can take time to work through, but that’s what keeps the role interesting for me. There’s always something new to learn, and I enjoy the challenge of expanding my knowledge and finding the right solution for each case.
Customer interactions can also be challenging at times. We speak to people from all walks of life, all with different circumstances and concerns. Some customers may be going through a particularly difficult period, so it’s important to approach every conversation with empathy and understanding.
While those situations can be challenging, they’re also some of the most rewarding, as being able to support someone and make a positive difference to their experience is a great feeling.
My biggest surprise
Honestly, I think the role has changed my own perception of HMRC. Before starting, I didn’t know much about what HMRC did beyond collecting tax.
What surprised me most was how much of the job is focused on supporting customers and helping them understand and meet their obligations, rather than simply enforcing rules.
I’ve also gained a much greater appreciation of the wide range of public services and financial support that HMRC is responsible for delivering.
Agnia
My biggest challenge
I have found the most challenging part of TSP to be the assessments. Throughout Stage 1, we need to complete assessments called Check & Challenges in which an assessor will test your ability to explain concepts and apply tax legislation to practical scenarios.
I have found these assessments challenging due to nerves. However, one of the positives of the programme is that if an assessment does not go as planned, there is always the opportunity to reflect on the feedback, take time to prepare, and attempt it again.
My biggest surprise
The biggest surprise about the role has been just how much learning we have covered in the space of a year.
We have taken part in both assessed and non-assessed training and have been able to apply this learning to our live tax cases, which has really helped to reinforce our new knowledge.
I have also been surprised by how quickly we progressed to managing our own cases. When I first started in September, independently handling a case felt like a distant goal. Now, it’s something I feel confident about and genuinely look forward to doing.
Lea
My biggest challenge
The most challenging aspect is balancing the different demands of the programme. As a Stage 1 trainee, there is a lot to learn, and you’re constantly developing your technical knowledge while also managing live tax cases and other responsibilities.
There are times when multiple priorities need attention at once, so learning how to manage your time effectively is important. I’ve found that staying organised, planning ahead and making use of the support available from colleagues and managers has helped me deal with these challenges and continue progressing.
My biggest surprise
The biggest surprise for me was the amount of tax cases I’ve worked on. Before joining the programme, I had expected there to be a strong focus on learning and development, but I didn’t realise how much practical work we would be involved in from such an early stage.
Another pleasant surprise has been the people. Being part of a cohort that is going through the same experience has been incredibly valuable. Everyone is supportive, approachable and willing to help each other. I’ve also been fortunate to work with colleagues and managers who are always willing to answer questions, provide guidance and support my development. The working environment has been far more collaborative and supportive than I expected.
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