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Operational Delivery

Find out how the Operational Delivery Profession offers the opportunities to help build an exciting career within HMRC.

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The Operational Delivery Profession is the face of the Civil Service. It’s the largest profession in Government with around 70% of Civil Servants being members. It is also the largest profession in HMRC with around 33,000 colleagues aligned to it. Operational Delivery  Professionals are people-focused. Those working in the profession serve citizens or businesses, either at home or abroad; keeping the country running.


  • deal directly with individual and business customers
  • provide support to people who deal directly with individual and business customers
  • lead and manage people who deal directly with individual and business customers or those who support them

Professionals have a core role around interacting with customers and colleagues to deliver our services. They can be:

  • at any grade from Administrative Assistants to Senior Civil Servants
  • in any Customer Group

They use their experience, skills and specialist knowledge to always put the customer at the heart of government services.

They can be found supporting an intervention to secure compliance, collecting debt or helping customers with a tax query. They may use customer insight to design systems or processes or be in a management or leadership role. They could be supporting colleagues at work through HR advice, Estates or Health and Safety issues. For anyone in the Profession, the knowledge and skills they build will help them progress their career.

We provide a route to professional skills, recognition and a community of colleagues to network and share experiences alongside the AA-SEO Development Programme and our ODP Learning Toolbox.

We have access to learning and development that builds the capability of operations across departments and helps to plan and progress their careers. This means members can take the chance to study for a professional qualification that is knowledge-based and relates to their work.

There are six levels of professional qualifications on offer:

  • Levels 2 to 4 are qualifications offered by City & Guilds that are the equivalent to GCSEs and A-Levels
  • Levels 5 to 7 are offered by the Chartered Management Institute and are the equivalents to Higher National Certificates, a Bachelor’s Degree and a Master’s Degree respectively
  • for further learning and development, as well as career planning and mapping, members of the profession can also take advantage of what’s offered on the HMRC SharePoint site

Your role as a professional and the opportunities you’re offered can help you build an exciting career.

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Find out more about Customer Strategy & Tax Design (CS&TD) and the work they do.