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.
Show video transcript
- [Text on screen: How HMRC support me]
- [Text on screen: HMRC Compliance. How HMRC supports me]
- [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.
- [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.
- [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.
- [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.
- [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.
- [Gagandeep] If you're looking for a place where you can learn, grow, and be a part of the supportive team
- [Ahmed] that offers both flexibility and the chance to make a real impact, I'd say this is a place to be.
- [Text on screen: People. Purpose. Potential]
Inside HMRC Compliance Caseworker roles: How HMRC support me
Show video transcript
- [Text on screen: Training For Tax Success]
- [Text on screen: HMRC Compliance. Training for tax success]
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [Ahmed] I suppose what I'm doing now would be considered an entry level role, but it feels so much more than that.
- [Gagandeep] I'm still new, but I'm already excited about the journey ahead and all the opportunities that come with it.
- [David] I'm proud to make a difference every day.
- [Text on screen: People. Purpose. Potential.]
Inside HMRC Compliance Caseworker roles: Training for tax success
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- [Text on screen: Supporting The Customer]
- [Text on screen: HMRC Compliance. Supporting the customer]
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [Ollie] So if you're looking for a career with purpose,
- [Georgia] Great colleagues, and a set of challenges that will give you the chance to reach your full potential,
- [Ollie] HMRC might just have the role for you.
- [Text on screen: People. Purpose. Potential.]
Inside HMRC Compliance Caseworker roles: Supporting the customer
Show video transcript
- [Text on screen: Your Journey, Your Way]
- [Text on screen: HMRC Compliance. Your journey, your way]
- [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.
- [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.
- [Ollie, Compliance Caseworker, HMRC] This is my first office job, having worked as a teaching assistant and in the fast food industry.
- [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.
- [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.
- [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,
- [Chris] why not look for your own opportunity at HMRC, you can learn, grow, and define your own power.
- [Ollie] HMRC might just have the role for you.
- [Text on screen: People. Purpose. Potential.]
Inside HMRC Compliance Caseworker roles: Your journey, your way
Show video transcript
- [Text on screen: My role in Customer Compliance at HMRC. Rachel, Compliance Caseworker]
- [Text on screen: Does what you do in your role surprise people?]
- [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?
- [Text on screen: There’s a huge opportunity to develop in this role, is this something you’ve experienced?]
- [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.
- [Text on screen: Tell us, what makes this job enjoyable?]
- [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.
- [Text on screen: You’ve had a tough day, what makes you come back tomorrow?]
- [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.
Rachel’s story
Working arrangements
Our Compliance Caseworkers work between 7am and 8pm from Monday to Saturday, up to 37 hours each week.
We sometimes offer part-time and other flexible working arrangements, where you would need to work at least 22 hours each week.
“I love the investigative part of the job, where I’m able to get out and about and meet with customers to find out more about their business.”
Verity
Compliance Caseworker
Compliance blogs
Find out more about what it’s like to work in our Compliance team by reading our blogs.
Frequently asked questions
How do I apply for a role? And what roles are currently available?
All current HMRC vacancies are advertised on the Civil Service Jobs website: https://www.civilservicejobs.service.gov.uk. This site contains details of any available roles that may interest you in your chosen location. Applications must be submitted online. We are unable to accept CVs or applications by email or post. We are unable to confirm future recruitment campaigns in advance.
How many vacancies are available in each location?
The job advert outlines the locations available for this campaign. Vacancy numbers are not provided by location and may change in line with business demand. As a result, we’re unable to confirm the number of vacancies for individual locations.
Will more roles be advertised in the future?
Although we regularly recruit for Compliance Caseworkers, we cannot fully confirm whether or when further roles will be advertised. Candidates are encouraged to regularly check Civil Service Jobs and set up job alerts to stay informed about new opportunities. Guidance on using the Civil Service Jobs website, including how to set up job alerts, can be found here: https://www.gov.uk/guidance/using-the-civil-service-jobs-website#job-alerts
What is the minimum age requirement to apply?
You can apply if you have reached school leaving age and meet the eligibility requirements for the role. For more details, see the official GOV.UK page: https://www.gov.uk/know-when-you-can-leave-school
What salary does this role offer?
The salary for the role is clearly stated in the job advert on Civil Service Jobs. External applicants will join on the pay band minimum.
What is the salary for this role across other government departments?
Pay arrangements vary across government departments. HMRC is unable to advise on salary structures in other organisations.
Where is the regional centre located?
The office or regional centre location is stated in the job advert on Civil Service Jobs. You must apply for a role in the location advertised, as locations cannot be changed once an application has been submitted.
What does the role involve?
The duties and responsibilities of the role are set out in the job advert, which candidates should refer to for full details.
Compliance roles typically involve casework and enquiries and may also include visits, depending on the requirements of the role. More information on the role can also be found above on this page.
What working patterns are available?
HMRC offers a range of working patterns, subject to business needs. Please refer to the job advert for any role‑specific requirements.
Compliance Caseworkers work up to 37 hours per week, between 7am and 8pm, Monday to Saturday, and follow a hybrid working model, with up to 40% homeworking. Office attendance days can be discussed with your Line Manager.
Part‑time and flexible working may be available (minimum 22 hours per week), but full‑time hours are required for the first 12 weeks for training. Some roles may involve travel or overnight stays, as outlined in the job advert.
HMRC also operates a Flexi scheme for eligible colleagues. Flexible working requests and any alternative working arrangements or workplace adjustments should be raised and agreed at the provisional offer stage, subject to business needs, and ahead of a formal offer being issued.
Is home working available?
Working arrangements for this role are set out in the job advert and should be reviewed carefully before applying.
What training will be provided?
All successful candidates will receive structured, mandatory training. As stated in the job advert, training is full‑time for the first 12 weeks and candidates must be able to commit to this. Full‑time attendance is required for the duration of the training period.
Does this role offer visa sponsorship?
This role is not eligible for skilled worker sponsorship. The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £41,700. In some cases, the minimum can be reduced to £33,400 (via ‘tradable points’) however, although HMRC holds a sponsorship licence, this is only offered for certain roles. Despite the potential minimum salary reduction this role still does not qualify for sponsorship.
Can I have secondary employment?
Yes, secondary employment is allowed. However, you must tell your line manager about any additional employment so they can check whether it creates a conflict of interest. If a conflict is identified, this will be discussed and managed appropriately.
What notice period is required?
Notice periods are discussed once an offer has been made. Candidates should not resign from their current role until they have received a formal offer of employment.
Start dates are linked to planned training cohorts. As a result, candidates will need to be available to start in line with one of the cohort start dates shared during the recruitment process.
Do you accept banked scores for online tests?
Some Civil Service online tests allow banked scores, where the minimum pass mark has previously been met.
Banked scores can only be used where the test:
- Is at the same grade level, and
- Is still within its validity period
The following tests may allow banked scores:
- Civil Service Numerical Test
- Civil Service Verbal Test
- Civil Service Work Strengths Test
- Civil Service Customer Service Skills Test
Civil Service Judgement Test scores cannot be banked, as the behaviours assessed vary between vacancies.
Where a valid banked score is available, candidates will not be asked to retake that test. Banked scores are usually valid for six months, unless a new benchmark is applied. Further information is provided during the application process.
How do I access practice tests?
Practice tests and guidance are available via GOV.UK and through links included in the job advert.
For more information, please see:
Civil Service online tests – GOV.UK https://www.gov.uk/guidance/civil-service-online-tests
This page provides guidance on how to prepare for Civil Service online tests, what to expect when completing them, and how results are presented.
I’m having technical issues with my online tests – what should I do?
Any technical issues should be reported as soon as possible and before the assessment deadline. Instructions on how to report issues are outlined in the job advert.
Can I request feedback on my online test results?
Feedback is limited to what is displayed in your Civil Service Jobs account. We are unable to provide additional detailed feedback.
Can I ask for my interview or assessment to be remarked?
In line with the Civil Service Recruitment Principles, assessments may only be marked once. As such, we are unable to re‑mark individual assessment exercises once a final mark has been entered and results have been released. We do not have an appeals process in place for assessment scores, as all candidates are assessed using the same criteria.
We are confident that HMRC’s assessment processes are robust and reliable. However, we recognise that outcomes can vary due to factors such as differing panel members or assessment criteria. This does not indicate a failure in the assessment process.
If you believe your assessment was not conducted fairly, openly, or in accordance with the advertised criteria, you may raise a formal complaint. In the first instance, please contact ubsrecruitmentcomplaints@hmrc.gov.uk , providing any relevant evidence. If you remain dissatisfied with the response, you may escalate the matter to the Civil Service Commission. Further information is available on their website.
What guidance is available for the assessment and interview stages?
Guidance is provided in the job advert and through supporting links shared during the recruitment process.
What happens at the interview stage?
Interviews are usually completed online. If you are invited to interview, you will receive full instructions and a timeframe to complete it.
Details of the interview format and any specific requirements are also outlined in the job advert, and candidates are advised to refer to this for further information.
When would the role start if I am successful?
Start dates are confirmed once all pre-employment checks have been completed and a formal offer has been issued. Please be aware we work to set cohort intake dates that are fixed and non-negotiable.
Can I get an update on my application?
All updates are provided through your Civil Service Jobs account. Please check your inbox and spam or junk folders regularly.
I have a question about a live job advert – who should I contact?
Contact details are included in the job advert. Please quote your application reference number in any correspondence.
What pre-employment checks are required?
Checks will include identity verification, right to work checks, employment history, and criminal record checks.
What ID documents are acceptable?
You will be provided with guidance on acceptable ID documents during the pre-employment check process.
I need help submitting my ID documents – what should I do?
Please follow the instructions provided by the recruitment or pre-employment checks team. Do not submit documents unless you are asked to do so.
I have a query about pay or salary.
Pay details are included in the job advert. External applicants will join on the pay band minimum. We are unable to advise on pay arrangements in any other government departments.
How do I update my email address or personal details?
You can update your details by signing in to your Civil Service Jobs account.
Further guidance on managing your account is available on GOV.UK:
Using the Civil Service Jobs website as a candidate
https://www.gov.uk/guidance/using-the-civil-service-jobs-website
How do I raise a complaint about the recruitment process?
Information on how to raise a complaint is outlined in the job advert and in candidate communications. All complaints are handled fairly and in line with the Civil Service recruitment principles:https://civilservicecommission.independent.gov.uk/recruitment/recruitment-principles/
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