AO Compliance Caseworker, Campaigns and Projects 305R Nottingham

HM Revenue and Customs

Apply before 11:55 pm on Monday 5th June 2023



Reference number




Job grade

Administrative Officer

Contract type


Business area

HMRC - CCG - Campaigns and Projects

Type of role

Operational Delivery

Working pattern

Full-time, Part-time

Number of jobs available




Job summary

At HMRC we're committed to getting tax right, for everyone.

We’re all doing our bit to make a difference, whether that’s helping customers pay their tax and claim financial support or making it hard for the dishonest minority to cheat the system.

We couldn’t do all this without our dedicated and very important workforce. We’re one of the largest organisations in the UK, and we pride ourselves on our diverse and inclusive working culture.

We would love to tell you more about our AO Compliance Caseworker role in Campaigns and Projects, why don’t you join our interactive overview session on 25th of May 12-1pm and 30th of May 1-2pm

This is a great opportunity to ask questions and hear first-hand from our current Compliance Caseworker’s and local leaders.

 To book your place for the 25th of May 12-1pm - click here (the link can also be found in the candidate pack below).

To book your place for the 30th of May 1-2pm - click here (the link can also be found in the candidate pack below)

If you encounter any issues when trying to book onto a session, please contact our mailbox at

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

Job description

Do you have an analytical mind and an interest in tackling tax evasion?

If this sounds like you, then you could be a great Compliance Caseworker here at HMRC. This will be a desk-based Compliance Caseworker job in the Campaigns and Projects (C&P) team. There are 3,500 people currently in C&P, and this figure is growing fast.

What will I be doing?

As an Administrative Officer (AO) Compliance Caseworker, you will be at the forefront of delivering a high volume of cases, under a variety of different targeted compliance projects. Over time, you will develop and build on your skills and knowledge across a wide range of taxes and risks, whilst being supported by helpful colleagues who are experts in compliance casework.

You will be dealing with non-compliance through customer interaction using letters, email, web chat and phone calls. Tasks include challenging customers in telephone interviews, identifying compliance risks and performing any intervention activity required.

Full support and training will be provided to help you handle difficult situations with confidence.

Working Arrangements

Our roles are 37 hours per week reflecting the agreed Departmental Working Arrangements (DWA). Campaigns and Projects “standard operating hours” are 7am to 6pm from Monday to Friday.

Part-time working opportunities (minimum 22 hours per week covering various arrangements during our opening times) and flexible working arrangements can be requested. It depends on the business area whether these can be agreed, so we’ll work it out on an individual basis (further info read candidate pack).


HMRC prides itself on our learning and development offers and the support we can provide as an organisation. 

We are committed to developing all of our people as talented, capable professionals to enjoy a rewarding career in HMRC. 

When you join us, you’ll embark on an induction and training programme lasting up to 12 weeks. 

This will get you up to speed with the world of HMRC and Customer Compliance and develop your skills and knowledge. 

Appropriate training and learning will be provided, to ensure you have the skills required to successfully perform your role, continue your development and achieve the required Compliance Professional Standards as a CCG Compliance Assistant Officer (AO)

Please note that during your training period we will need you to work Monday to Friday within HMRC standard operating hours, for a period of up to 12 weeks. This is even if you have an agreed Flexible Working Arrangement in place.

Person specification

You don’t need any existing knowledge or experience of tax in order to apply, but you’ll have an interest in tackling tax evasion and helping our customers to get it right first time.

We are looking for the following qualities:

• Strong communication skills – written and verbal, enabling you to effectively document and communicate the outcome of your investigations.

• Analytically minded - you will enjoy critical thinking, data and information analysis, research, communication and problem solving.

• Focused - able to follow processes and guidance ensuring quality standards are adhered to.

• E
ager to learn - capable of developing the required level of skills to enable you to successfully perform your role.


We'll assess you against these behaviours during the selection process:

  • Making Effective Decisions
  • Communicating and Influencing
  • Working Together

As well as competitive salaries and a generous annual leave entitlement, we offer a substantial package of benefits including:

• Excellent training and career progression
• Competitive pensions
• Learning and development tailored to your role
• A culture encouraging inclusion and diversity

Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Ability.

We know applying for a job can be daunting, but try not to feel concerned, we really are a friendly team and are here to support you.

To help you prepare, below is a rundown of what to expect during the selection process:

• Application
• Numerical Test
• Verbal Test
• Interview - This will contain questions on both Behaviours and Strengths - Further information on Success Profiles

After submission of your application you will be invited to complete two online tests (Numerical and Verbal Tests). We recommend you have access to a desktop computer or laptop and somewhere quiet to do this. You must be successful at each stage to progress to the next test.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 11:30 a.m. on 6 June 2023.

You are advised to attempt the tests as soon as practical to do so, to enable any potential technical issues to be resolved before the tests closed. There will be no extension to the deadline for completing the tests. If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

The online tests for this vacancy are not timed and there are no restrictions on how long you take to complete them, but they must be fully submitted before 11:30 a.m. on 6 June 2023. This is important as we don’t want you to miss out on your opportunity.

Guidance for the online tests will be available when you are invited to take part. The tests are administered online and accessed via the Civil Service Jobs website.

Please ensure that any technical issues with the test are reported immediately prior to 8:00 a.m. on 6 June 2023.

We are not able to change this decision, and we need to ensure that all candidates are treated equally.

HMRC will then review the number of candidates who have passed both tests. As we often receive a very high level of applications, we reserve the right to raise the pass mark on the online tests to determine how many candidates we invite to interview.

Candidates with the minimum required pass mark will have their scores banked against the Numerical Test and Verbal Test.

Please Note: We reserve the right to raise the pass mark, to manage the number of successful candidates to be interviewed.

Interview dates to be confirmed.

A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

This vacancy is part of the 305R campaign. The following job references are linked under campaign reference 305R: 288042-Leeds 289739-Manchester, 289756-Newcastle and 289747-Nottingham.


To check that you are eligible to apply, review this eligibility information

Important information for existing HMRC contractual homeworkers:

HMRC is an office-based organisation. Our Regional Centres and Specialist sites provide the optimum environment for colleagues to work together in a face-to-face setting. Contractual homeworking can only be considered where the role and the business can accommodate. Contractual homeworking requests are made as part of a flexible working/workplace adjustment requirement and will be considered on an individual basis. HMRC believe in the benefits of colleagues being together in the workplace, therefore there will need to be exceptional and permanent reasons for the request to be supported. 

Reasonable Adjustments 

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. 

If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact as soon as possible.

Equality and Diversity

We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued, supported and comfortable being their true self at work.  

We’re proud to be a diverse and inclusive employer, supporting social mobility by giving opportunities to people from all walks of life. We want to maximise the potential of everyone who chooses to work for us and offer a range of flexible working patterns and support. Our aim is to make a fulfilling career at HMRC accessible to you.  

For more information on how we make this happen, review this information on our culture and values.

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. 

The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. 


HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

Security Update

For more information on the level of security checks we will carry out, review this information on security checks 

Further Information

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process. 

Duplicate applications for the same vacancy will also be withdrawn.

Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on

Problems during the application process 

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. 

If you think you’ve made a mistake on a submitted application (e.g. you’ve ticked the incorrect eligibility box), please contact at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.  

Please use the subject line to insert appropriate wording e.g. Please re-open my application 289747 & vacancy closing date 5 June 2023. 

For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.

Feedback will only be provided if you attend an interview or assessment.


Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

  • Name : Customer Compliance Recruitment Team
  • Email :

Recruitment team

  • Email :

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel a department has breached the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: Click here

Share this page