HMRC – Compliance Caseworker Manager

Our Customer Compliance Group (CCG) plays a vital role in ensuring that compliance standards are met across multiple customer-facing areas. At the heart of this effort are our Compliance Caseworker Managers – leaders who guide specialist teams in delivering fair, effective, and customer-focused compliance work.

Discover how our Front Line Manager and Business Unit Head roles lead and oversee our caseworkers while driving strategic improvements and make a meaningful impact in compliance.

Q&A’s with a Compliance Caseworker Manager

What is your role?

My role as an Senior Officer means I have responsibility for managing teams across multiple grades to complete large volume compliance work. In my business area I have a mix of both Higher Officer Front Line Manager’s (FLM’s) and also Higher Officer Techs who I directly line manage. The FLM’s have a team of caseworkers who complete task based work for the programme we are assigned to. We work closely with stakeholders and partners across other parts of the business.

image of two colleagues sat on chairs opposite each other, chatting.

What do you enjoy most about your role?

I enjoy supporting and developing my teams and the variety that my role brings. I enjoy working in a fast paced changing environment and collaborating with colleagues.

What does a day in the life look like?

The days can be varied, I have meetings with my team to provide any updates, review performance and quality. I have meetings with stakeholders and colleagues in other sites to work collaboratively together for the programme of work. Parts of my day could be undertaking HR, managing the workload across teams and any other adhoc tasks that come up.

What skills do you need to succeed in this role?

You need to be flexible and adapt to any changes that may arise, good people skills and be able to communicate and have a supportive approach with your teams. Good organisational skills are also needed and be able to prioritise workloads.

Would you recommend this job to someone thinking of applying?

I would definitely recommend this job, it is challenging and has the scope to develop your skill set.

Caroline, Senior Officer – Compliance Caseworker Manager

Compliance Caseworker Manager – A typical day

Watch our Front Line Managers, Ben, Sean, Ann and James share what a typical day is like for them. They support their teams, ensure compliance, and drive efficiency. From case discussions and authorisations, to collaborating on business improvements, see how they balance leadership and strategy to keep things running smoothly.

Compliance Caseworker Manager – What makes my job so enjoyable

In this video, we explore the variety of responsibilities, from transformational projects and department efficiencies to supporting team development and tackling tax evasion. Every day brings new challenges, collaboration, and opportunities to make a real difference.

Compliance Caseworker Manager – Would you recommend the job?

Hear from our Front Line Managers and explore why this role is both challenging and rewarding. From tackling tax evasion and managing complex cases to applying your leadership skills in a dynamic environment, no two days are the same.

Compliance Caseworker Manager – Required skills for the role

Discover what key skills are needed for success as a Front Line Manager, from strong communication and organisation to empathy and adaptability.

Compliance Caseworker Manager – What’s it like to be a Business Unit Head?

In this video, Peter, a Business Unit Head, shares his experiences, challenges, and rewards of leading a business unit. From managing teams and meeting performance targets to making strategic decisions that shape the business.

” I’m a people person, so either on Teams calls or visiting other offices, I like to meet the caseworkers on my teams”

Peter, Business Unit Head- SO Compliance Caseworker Manager