Deputy Director, Customer Support & Resolution

About the role

The Deputy Director, Customer Support & Resolution leads a high‑profile portfolio of operational services within HMRC, placing the customer at the centre of compliance activity. You will oversee complaints, alternative dispute resolution, interest review, extra support and COVID‑related schemes, driving performance and continuous improvement across a workforce of roughly 300 staff.

Key responsibilities

• Provide strategic leadership for all Customer Support & Resolution services, ensuring delivery of operational performance indicators and robust governance.
• Lead high‑visibility customer resolution and ministerial correspondence, coordinating across HMRC and external stakeholders to achieve timely, high‑quality outcomes.
• Build and maintain relationships with senior stakeholders such as the Adjudicator, Ministers, Legal Group and policy teams to support complex complaints and disputes.
• Use insight and data from complaints and disputes to drive continuous improvement and enhance the customer experience.
• Oversee ADR operations, including accredited mediation services, contributing to policy development and system improvement.
• Develop capability within Extra Support services, ensuring effective assistance for customers with additional needs.
• Provide operational insight for Parliamentary, Treasury and public‑inquiry scrutiny, particularly regarding COVID‑related schemes.
• Lead governance discussions and capability development to manage current and future compliance risks.

Required profile

• Proven senior leadership experience in a large, complex public‑sector or regulatory environment.
• Strong track record of managing sizeable teams and delivering operational targets.
• Excellent stakeholder management skills, with experience liaising with senior government officials and legal bodies.
• Analytical mindset with the ability to translate data insights into actionable improvements.
• Demonstrated ability to lead change, foster continuous improvement and uphold high standards of governance.

Required skills