Tax Operations Manager

The role is based within Tax Operations, which is formed of six teams including, Service Delivery, Reviews and Assurance and Operational Policy and Readiness. Tax Operations teams manage operational performance and taxpayer and agent customer service delivery. The teams are responsible for responding to queries via the Telephony Support Desk, email, and secure messages; dispute resolution; conducting reviews, working cases to litigation standard including giving evidence at tribunals; issuing penalties; debt collection and making repayments. The B2 role within Tax Operations could be caseworker or line manager. You will be involved in collaborating with a wide range of colleagues and stakeholders to provide responses and assess evidence to assist decision making in relation to project work, legislative and operational change. Tax Operations is a continually evolving environment and continuous improvement is essential. You will use a wide range of data to drive improvements with internal processes for staff and improve service standards for taxpayers and agents. Responsible for ensuring adherence to legislative and process requirements whilst maintaining high standards of customer service across Tax Operations, through quality assurance of key processes. Also engaging with taxpayers and agents to help them comply with their obligations and deadlines. You will contribute to the delivery of the team business plan objectives. Responsible for providing accurate and timely technical advice and support to both internal and external stakeholders. This includes when required, authorising review cases and the preparation of cases for Tribunal and undertaking the examination of cases where a statutory review of an appealable decision has been requested, within legislative timescales. You may be required to appear at Tribunal as a witness. Some roles may require you to lead and manage a team undertaking full range of line management responsibilities to build a high performing, capable and highly engaged team to deliver business priorities. Responsible for ensuring casework is managed to a high-quality standard within Key Performance Indicators (KPI’s). Including call response times and assisting in the management of operational processes within Tax Operations, such as penalties, debt, repayments, leases and reviews. Work collaboratively across the organisation in the proactive identification and implementation of continuous improvement & contribute to the design and delivery of STEP training modules where needed. Assist, and at times, lead on project work to develop and implement changes to tax operational policy, processes and guidance and in response to operational experience and legislative change introduced by the Scottish Government. Success Profiles Success profiles are specific to each job and they include the mix of behaviours, experience and technical criteria (if applicable) that candidates will be assessed on Technical / Professional Skills: Delivery & Decision making at speed - Level Working You can find out more about the skills required, here: ODP Competency Framework Experience: Experience of working in an operational environment with proven communication skills and an ability to pivot when operational demands change Behaviours: 1. Communicating and Influencing 2. Leadership 3. Managing a quality of service 4. Developing self and others You can find out more about Success Profiles Behaviours, here: Behaviour levels - Success profiles: candidate guide - gov.scot How to apply Apply online, providing a CV and supporting statement (of no more than 1000 words) providing evidence of how you meet the behaviours, experience and technical skills listed in the Success Profile above. Both the CV and the supporting statement provided will be assessed against the criteria for the role. Artificial Intelligence (AI) tools can be used to support your application but all statements and examples 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, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment If invited for further assessment, this will consist of an interview and assessment Assessments are scheduled for w/c 24 August 2026 however, this may be subject to change. Skilled Worker Sponsorship not being offered Skilled Worker sponsorship is not available for this role. As a result, we are unable to appoint candidates who require Skilled Worker sponsorship now or in the future. Applicants must have an existing and ongoing right to work in the UK. Recruitment Principles As a government organisation, we adhere to the Civil Service Commission Recruitment Principles and we investigate any complaints received in relation to recruitment cases. About Us Revenue Scotland is Scotland's devolved tax authority and contributes to Scotland's public services through the taxes we collect. Revenue Scotland is a diverse, high performing organisation that has a reputation for delivering excellence and a commitment to continually improving the way we work while supporting the health, well-being, and development of our employees. Revenue Scotland is a great place to develop new skills, and you will be supported in your role with learning and development to enable you to perform at your best. Look at our video to find out more about working for Revenue Scotland. If you would like to learn more about Revenue Scotland, please visit our web site . Our Corporate Plan sets out our strategic objectives for the next three years Working Pattern Our standard hours are 35 hours per week, we offer a range of flexible and hybrid working options. Our hybrid working principles require you to attend your assigned office, Victoria Quay, Edinburgh at least 2/3 days each month. Our hybrid approach supports a blend of home and workplace working, this should be agreed with the line manager to achieve the right balance between collaboration, in-person engagement and flexibility. You can also work from our Glasgow hub office if required. Security Checks Successful candidates must complete the Baseline Personnel Security Standard (BPSS), before they can be appointed. BPSS is comprised of four main pre-employment checks – Identity, Right to work, Employment History and a Criminal Record check (unspent convictions). You can find out more about BPSS on the UK Government website , or read about the different levels of security checks in our Candidate Guide . Equality Statement We are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them in our Revenue Scotland Candidate Guide Revenue Scotland is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used . The interview and assessment process are primarily conducted in person unless you require a reasonable adjustment. Interview questions will be issued 24 hours in advance. If you require any adjustments during our recruitment process, please let us know via [email protected] . Our Revenue Scotland Candidate Guide provides further information on our recruitment and application processes. Further information Revenue Scotland is a Non-Ministerial Office which is a part of Scottish Government Main Bargaining unit and have adopted Scottish Government main terms and conditions and pay arrangements. Our staff are part of the UK Civil Service , working to deliver vital public services which improve the lives of the people of Scotland. As part of the UK Civil Service, we uphold the Civil Service Nationality Rules As part of any recruitment process, Scottish Government and associated public bodies collects and processes personal data relating to job applicants and applicants for public appointments. Personal information you provide in the recruitment process will be made available to Scottish Government and our additional data processors. We will hold a reserve list for 12 months Minimum Time in Post The successful candidate will be expected to remain in post for a minimum of three years unless successful at gaining promotion to a higher Band or Grade. Apply Before: 17th August 23:59 - This role is open to internal candidates, OGD and Common Citizenship organisations only.