Field Collections Team - Central London Only (565R)

About the job

Job summary

We established HMRC Customer Services Group (CSG) in October 2016, bringing together all operational Directorates into one customer-facing organisation.

We are one of the largest customer services organisations in the UK.

The work we do generates the revenue for Government to deliver services that make a difference to millions of citizens.

We have a clear ambition to be the best customer service organisation in the UK.

Our Debt Management (DM) operation, part of CSG, is a diverse business, responsible for collecting and reconciling all UK taxes.

Job description

This is a Central London, field-based position. The Regional Centres listed above are for HMRC internal reference only and do not dictate the specific working location for this role. Please select the nearest location available to you. Merit lists will be created for each location - if you are successful at interview, you will be placed on a merit list for the location you have expressed an interest for. Appointments from each merit list will be made in strict merit order.

Due to the nature of the role you may not qualify for London Pay as successful candidates may be attached to teams who do not cover London Pay areas. Please contact the vacancy holder for any questions on London Pay.

A total of 20 vacancies are available and appointments will be made from a merit list according to business needs and vacancy locations.

This is an exciting time to join a modern digital Field Collections Team within HMRC Debt Management, whose core purpose is to collect money to fund UK public services. Field Collections are responsible for pursuit and collection of overdue taxes.

You will interact with people from all walks of life including company directors, sole proprietors and partnerships to secure HMRC debts, including the recording of assets under Taking Control of Goods legislation in England.

Operating in local teams and sectors, with coverage extending to wider geographic areas depending on organisational needs and requirements, you will visit customers at their homes or businesses to gather information, negotiate payment plans, collect payments, or take enforcement action. Advance notice will be provided regarding any overnight stays required for business purposes or training.

You will have a full mobile kit including a laptop, card payment machine, mobile phone, and thermal printer to enable you to carry out your role on the road. You will also be provided with a lone worker health & safety device.

As this is a remote and mobile role, you will be eligible to apply for your own company car from one of our flexible schemes.

An 8-week training program and ongoing peer support are provided for your development.

Would you like to connect with other debt collectors on our team and discover more about the role and application process?

Join one of our Teams Webinar at 1pm on Thursday 23rd April 2026 or at 10am on Friday 24th April 2026. Please note, expressing interest does not guarantee an invitation, as spaces are limited.

https://forms.cloud.microsoft/e/azcNwByP6z

https://forms.cloud.microsoft/e/wyytHnmyrb

Person specification

As an influential officer of the Field Collections Team, you will need to be organised, driven, manage your own time effectively, and communicate successfully. At times you will be an empathic civil servant and at other times an authoritative, assured and confident debt collection officer. Under challenging circumstances, you will operate fairly in your dealings with members of the public and with external and internal stakeholders.

Be part of a large and extremely engaged nationwide team who are inclusive, flexible, adaptable and creative in solving problems and dealing with change.

Whilst on the road, which is 90% of your time, you will be an ambassador for HMRC. You will take customer service, etiquette and fairness seriously and demonstrate it professionally. You will be self-motivated and always looking to develop your expertise.

Use your knowledge to remind customers about relevant laws, including Taking Control of Goods (England)

Use available digital platforms and apply good judgement to make decisions to progress each case and deal with associated queries.

Field Collections operates flexibly to maximise contact with customers and 90% of the working day is spent "on the road" calling at premises unannounced. Advance notice will be provided regarding any overnight stays required for business purposes or training, and all applicable expenses will be reimbursed.

Field Collections Team operates across the United Kingdom with a flexible working setup, allowing colleagues to work remotely during the week.

Essential Criteria
- Strong planning and organisational skills to deliver consistently high outputs in a fast-paced environment.
- Flexibility and ability to deliver a great customer experience with internal and external exposure across many levels of seniority.
- Adaptable and capable of operating in dynamic, fast-paced environments; comfortable working within tight deadlines and under pressure.
- Excellent interpersonal skills with a proven ability to influence and engage others effectively.
- Skilled in gathering and analysing data to make sound, evidence-based decisions (including when they are unpopular).
- Highly observant, ensuring all relevant information is considered.
- Proficient in Office 365.
- Manage your own caseload and undertake related administrative tasks.
- Strong time management and communication skills.

Desirable Criteria:
- Hold a full UK driving Licence

Behaviours

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

• Making Effective Decisions
• Managing a Quality Service
• Delivering at Pace

We only ask for evidence of these behaviours on your application form:

• Making Effective Decisions

Benefits

Alongside your salary of £35,423, HM Revenue and Customs contributes £10,262 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

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

All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Application

A 500-word Personal Statement. This should be used to describe how skills and experience make the candidate suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert.
• A separate 250-word Behaviour statement on Making Effective Decisions.

Interview

Candidates who are successful at application stage will be invited to complete an interview.

If you are invited to interview, we will contact you via the Civil Service jobs portal to arrange a suitable date and time.

All interviews are conducted virtually via Teams i n line with Civil Service Success Profiles, we will be assessing the following behaviours: Making Effective Decisions, Managing a Quality Service and Delivering at Pace. We will also ask some strengths-based questions.

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

Sift information:

In the event of a large number of applications being received, there will an initial sift that will assess your lead Behaviour statement. Only those candidates who successfully meet the required standard at the initial sift stage will progress to a full Sift, which includes the 500 word personal statement. Your progression to interview will be determined by your performance in both the lead Behaviour and personal statement assessment. Please be aware that if the number of successful applications is particularly high, the benchmark score may be raised at any point to ensure a fair and competitive process.

Important information for existing HMRC contractual homeworkers: Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Eligibility & Application form

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via:csgrecruitmentqueries@hmrc.gov.uk

Use the subject line to insert appropriate wording for example - 'Please re-open my application - Field Collections Team - Central London vacancy closing date 1st May 2026.

Technical Support
If you are experiencing problems that cannot be resolved by our ' help ' section, then technical support is available. You will receive a reply in 2 working days.

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

Security
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 the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

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.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .

Apply and further information

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 : Antonio Torrado
• Email : antonio.torrado@hmrc.gov.uk

Recruitment team

• Email : csgrecruitmentqueries@hmrc.gov.uk

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 requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned. 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: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/