The role of a Compliance Caseworker

What does the role involve?

As a Compliance Caseworker you’ll use your natural curiosity and investigative skills to ensure that the right taxes have been paid. This will include analysing income and spending, working directly with customers to understand their financial situations.

 This involves a mix of desk-based investigation and visiting taxpayers in person. This could be at an office, warehouse, pub, bank or wherever their business is based.

We have a number of compliance teams who all work on different types of cases. You’ll work within one of these teams based on business needs.

Training

The tax system can be complex so, when you join us, we’ll train you for 18 months, investing in you so you can learn everything you need for your role. This will ensure you can offer the best service to our customers.

The training includes a mix of online learning, face-to-face sessions and mentoring from colleagues. As the training progresses, you’ll start to work on real cases, with support from senior caseworkers.

For the first 12 weeks, you’ll need to work full-time hours, even if you’re a part-time worker, or on any other kind of flexible working arrangement.

How we work

Our Compliance Caseworkers find out the facts to make lawful and impartial decisions about the right amount of tax to collect. This makes things as easy and fair as possible for taxpayers and ensures we work within the Compliance Professional Standards.

We’ll train you to understand the law, guidance and procedures that you need to do your work professionally. You’ll learn how to give customers the right information, in the right way, at the right time, so you can feel proud of the work you do.

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00:01 [Text on screen: How HMRC support me]
00:09 [Text on screen: HMRC Compliance. How HMRC supports me]
00:12 [Gagandeep, Compliance Case Officer, HMRC] With over 20 years of experience in customer service, I made a big career change when I joined HMRC 8 months ago and I've been surprised by the opportunities I've found here.
00:21 [David, Compliance Case Officer, HMRC] I remember seeing an advert for a job with HMRC and thinking this could actually mean something. This could be a job for life.
00:27 [Ahmed, Compliance Caseworker, HMRC] Prior to joining HMRC, some personal challenges steered me away from pursuing a path in mechanical engineering and I realised I wanted to work around people instead of working remotely. I had to think about a job that would support my needs and challenges. One of the best aspects of my current role is the flexibility of the office. I have a newborn daughter, so being able to adjust my hours means I can dedicate time to both my family and my work responsibilities.
00:54 [Gagandeep] The approach to flexible of working is particularly meaningful for me and my family. Whilst originally from India, we have been living in the Ukraine and were forced to flee due to the war. Ukraine was where I built my life and where I found my love. Working with colleagues who are understanding of my background has made it easier to help my children who are still adjusting to life here.
01:15 [David] I've been hanging around HMRC for quite some time now and I've seen the department go through a massive change. But the essence, people, purpose, the innovation are all consistent. I've been able to shape and steer my career and find a deep sense of belonging.
01:31 [Gagandeep] If you're looking for a place where you can learn, grow, and be a part of the supportive team
01:36 [Ahmed] that offers both flexibility and the chance to make a real impact, I'd say this is a place to be.
01:42 [Text on screen: People. Purpose. Potential]

Inside HMRC Compliance Caseworker roles: How HMRC support me

Hear personal stories from David, Gagandeep and Ahmed about how HMRC supports them both professionally and personally.

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00:02 [Text on screen: Training For Tax Success]
00:09 [Text on screen: HMRC Compliance. Training for tax success]
00:12 [David, Compliance Case Officer, HMRC] I've worked at HMRC for 20 years but my career didn't start where you'd expect. From sport shops to fast food and DIY stores, I tried all sorts of jobs before joining HMRC. Deep down I always wanted a career that mattered.
00:25 [Gagandeep, Compliance Case Officer, HMRC] With over 20 years of experience in customer service, I made a big career change when I joined HMRC 8 months ago and I've been surprised by the opportunities I've found here.
00:34 [Ahmed, Compliance Caseworker, HMRC] Before joining HMRC I had some big decisions to make about my future. I have a degree in mechanical engineering but some health challenges meant that I didn't think it was the right path for me. I tried a remote job but found I really missed working with people in person. Landing in HMRC I found a really good balance.
00:51 [Gagandeep] The training I received has been so comprehensive and a great way to learn the fundamentals of tax system. My manager and others, more experienced colleagues have been incredibly supportive.
00:58 [Ahmed] In my role I review customer declarations, determining penalties and educating customers on how to avoid future issues. While I have faced challenges due to gaps in my knowledge, there is an abundance of resources and support from my colleagues which has been invaluable.
01:14 [David] I'm a pretty quiet person and working at HMRC I'm still a pretty quiet person but definitely quietly confident now. This confidence has led to me retraining in a completely different area of tax recently, moving from working as a VAT Tax Specialist to now working as an Inheriting Tax Compliance Caseworker.
01:31 [Ahmed] I suppose what I'm doing now would be considered an entry level role, but it feels so much more than that.
01:36 [Gagandeep] I'm still new, but I'm already excited about the journey ahead and all the opportunities that come with it.
01:41 [David] I'm proud to make a difference every day.
01:44 [Text on screen: People. Purpose. Potential.]

Inside HMRC Compliance Caseworker roles: Training for tax success

In this video our caseworkers share their journey. With diverse backgrounds in various industries, they discuss their transition to HMRC, and the comprehensive training they received.

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00:02 [Text on screen: Supporting The Customer]
00:09 [Text on screen: HMRC Compliance. Supporting the customer]
00:11 [Chris, CTU Caseworker, HMRC] Before HMRC I've worked in so many different areas, sales and finance and even the hair industry. I joined HMRC for something solid and meaningful.
00:20 [Ollie, Compliance Caseworker, HMRC] My job making sure everyone's paying the right tax at the right time so we can all enjoy the things we value, like schools and hospitals.
00:27 [Georgia, Compliance Caseworker, HMRC] In 2020, after COVID hit and my telephony job in retail was no more, I suddenly found myself in HMRC. With no experience in tax it wasn't somewhere I'd ever really considered working before. It did feel pretty daunting at first, but working on the phones helped to build my knowledge. Every call, especially the challenging ones, pushed me to learn something new.
00:47 [Ollie] It's a lot of responsibility, but I really enjoy building personal relationships with my customers. I'm proud of the work and it's so rewarding when I help them get their tax affairs right. Each week I feel like I'm learning something new.
00:59 [Georgia] I'm not sure if it was the impact of COVID, but I was ready to do something with meaning and purpose. The training has been fantastic and considering I had to learn everything from scratch, my team has also been invaluable in helping me develop the skills I need to support businesses and ensure they're paying the right amount of corporation tax. The development of our caseloads is designed to build confidence and competence and the sense of community. Knowing that you're not alone makes all the difference.
01:26 [Chris] Every person in society knows that paying tax is the right thing to do, but sometimes things don’t go quite to plan, some people just need a little bit more help to get things right, and that's where I come in. Keeping business compliant is essential for a healthy economy and at HMRC we're working really hard to make our processes as easy and as simple as possible for people. When I can help businesses get it right, it feels like my small contribution is making things better for everyone.
01:49 [Ollie] So if you're looking for a career with purpose,
01:51 [Georgia] Great colleagues, and a set of challenges that will give you the chance to reach your full potential,
01:56 [Ollie] HMRC might just have the role for you.
02:00 [Text on screen: People. Purpose. Potential.]

Inside HMRC Compliance Caseworker roles: Supporting the customer

Chris, Ollie, and Georgia share their personal journeys of working in a role in HMRC that combines customer service with a sense of social good.

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00:02 [Text on screen: Your Journey, Your Way]
00:09 [Text on screen: HMRC Compliance. Your journey, your way]
00:11 [Chris, CTU Caseworker, HMRC] Since starting I'm at HMRC I've managed to move up a grade. I met new people and I've learnt more than I expected.
00:16 [Georgia, Compliance Caseworker, HMRC] When I started at HMRC I had no experience in tax and it wasn't something I'd ever considered working in.
00:22 [Ollie, Compliance Caseworker, HMRC] This is my first office job, having worked as a teaching assistant and in the fast food industry.
00:27 [Chris] I've been encouraged to share my ideas and to innovate. I've led projects and I've delivered training too at HMRC. I learn from my own personal and professional growth. I'm empowered to bring skills from outside of work too. I'm passionate about my community and I run a dementia awareness group in my town. This keeps me more grounded and connected.
00:44 [Ollie] I have to say it feels more than just an office job. I can now call myself a proud civil servant and feel passionately about making a difference. I also love the balance it's given me between work and home. I feel like I'm able to complete my job when I'm at my best, therefore my customers get the best service.
01:00 [Georgia] My story is just one of many that proves you can join HMRC with no tax knowledge and still thrive. When I look back to when I first joined to today, I can see how much I've developed as a person both inside and outside of work and I feel that my career holds a lot more purpose now. If you're interested in a meaningful career,
01:27 [Chris] why not look for your own opportunity at HMRC, you can learn, grow, and define your own power.
01:32 [Ollie] HMRC might just have the role for you.
01:35 [Text on screen: People. Purpose. Potential.]

Inside HMRC Compliance Caseworker roles: Your journey, your way

Our caseworkers share their personal journeys of growth, pride, and purpose in their careers. From starting in with no prior experience to developing into confident professionals.

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00:00 [Text on screen: My role in Customer Compliance at HMRC. Rachel, Compliance Caseworker]
00:02 [Text on screen: Does what you do in your role surprise people?]
00:05 [Rachel, Compliance Caseworker, HMRC] So something you wouldn’t think of is the fact that I could be out at a customer’s premises, fully decked out in the high-vis, with the steel toe-capped boots on. Seeing someone’s processes first hand is probably the best way to understand how their business works. So, I’ve found that a visit to their site is almost always necessary. That visit will involve having a quick chat with the trader about their business in general, then you’ll usually do a quick tour of the premises, and at the end what I like to do is get them to show me how they actually make a declaration to us. It’s something different all the time. No two visits have been the same, to date anyway. And yeah, you get to wear high-vis, and steel toe-capped boots, so what’s not to love?
00:45 [Text on screen: There’s a huge opportunity to develop in this role, is this something you’ve experienced?]
00:50 [Rachel] So before I joined HMRC, I knew not very much about tax. I knew a little bit about income tax, and that was mostly from seeing it on my payslip every month, and I knew that VAT was set at 20%. So since joining two years ago, I have learned everything that I use every day in my casework. I have learned about the duties and taxes that are paid on imported goods, and also how to identify errors that have led to underpayment of those duties and taxes. That is the tip of the iceberg, but I have learned a lot. I’ve also learned generally just to be a better caseworker. I think my colleagues have helped a lot with that. I’ve learned also to communicate better and I’ve learned to be more confident and just have a bit of belief in myself. I’ve also learned that it’s ok to ask for help. And for me, probably the big thing is that I’ve learned to be less proud. So I think I understand now that in a compliance role you’ll always be learning, and that’s just to keep up with the changing guidance and legislation.
01:45 [Text on screen: Tell us, what makes this job enjoyable?]
01:48 [Rachel] So I enjoy collaborating with colleagues from my team or from other tax teams, and I like working together with them to solve a problem because it’s always very rewarding, and I feel that I always learn something new when I do that. I also quite enjoy conversations with customers, learning about their processes. For me, it’s something I find really interesting and I like feeling that I have done something to help them pay the right amount of tax or even help them feel a bit more confident in future, when they need to make declarations to us. So really my main job is to educate the tax payer and ensure that they know their obligations when it comes to paying the right amount of tax on imported goods. So if I feel that I’ve done that, that’s a good day for me. And also a good day for me could just be sitting, and doing some paperwork and having a coffee. Because when you do like your job, bad days are quite rare.
02:37 [Text on screen: You’ve had a tough day, what makes you come back tomorrow?]
02:40 [Rachel] As I mentioned before, thankfully the bad days of my role are few and far between. But having said that, I obviously still do have them, and I have found a few ways to make them a little bit better. So my colleagues would probably be top of the list of things that make a bad day better. I’ll give them a ring if I need help or advice, or if I just need someone to listen to me. They’re all really supportive, and I think it helps that they understand the problems that I have, because we all do the same kind of work, so they know where I’m coming from. Beyond that, my manager is always really supportive and I know that if I’m having a bad day, she’ll take the time to listen to me and she’ll always try her best to offer me a solution. And if she can’t find a solution, she will go and look for someone else who can find that solution for me. She also made the transition into her team really easy for me and made me feel welcome from the start.