Customer Support

Head of Customer Support and Incident Response – HM Revenue & Customs (HMRC)

HM Revenue & Customs (HMRC) is recruiting a Head of Customer Support and Incident Response to lead customer support and fraud incident response operations within its Fraud Prevention Centre (FPC). This senior Grade 6 leadership role is ideal for experienced professionals in customer operations, fraud prevention, incident management, cybersecurity, or operational delivery who are passionate about protecting customers from identity-related fraud.

Job Details

• Position: Head of Customer Support and Incident Response
• Employer: HM Revenue & Customs (HMRC)
• Reference Number: 465826
• Job Grade: Grade 6
• Job Type: Permanent
• Salary:
  • National: £71,725 – £79,481 per year
  • London: £78,988 – £87,612 per year
• Civil Service Pension: Employer contribution of 28.97%
• Working Pattern: Full-time, Part-time, Flexible Working, Job Share
• Application Deadline: 11:55 PM, Monday, 29 June 2026

Available Locations

Successful applicants can be based in:

• Bristol
• Cardiff
• Leeds
• Manchester
• Newcastle upon Tyne*
• Telford
• Stratford (London)*

*Some locations are only available to eligible existing HMRC employees.

About the Role

The Fraud Prevention Centre protects HMRC customers against identity theft, fraud, and emerging cyber threats. As Head of Customer Support and Incident Response, you will lead both the Customer Support Team and the Incident Response Team, ensuring customers receive timely assistance during routine security issues and major fraud incidents.

You will oversee service delivery, operational performance, incident management, stakeholder engagement, and continuous service improvement while ensuring customers affected by fraud receive high-quality support.

Key Responsibilities

• Lead high-performing customer support and incident response teams.
• Manage fraud response operations and customer case handling.
• Direct incident planning, escalation, coordination, and recovery.
• Develop service standards and operational performance measures.
• Build partnerships across HMRC and external organisations.
• Improve customer journeys using operational insights and performance data.
• Conduct post-incident reviews to strengthen future responses.
• Drive continuous improvement across fraud prevention services.

Essential Requirements

Applicants should demonstrate:

• Extensive leadership experience managing customer support, fraud operations, or incident response teams.
• Strong people management and organisational leadership skills.
• Experience leading structured incident management and crisis response.
• Knowledge of identity fraud and customer protection.
• Experience with fraud prevention technologies and authentication controls.
• Excellent stakeholder management and communication skills.
• Ability to improve operational performance using data and service metrics.
• Strong decision-making skills under pressure.

Desirable Skills

Candidates with the following will have an advantage:

• ITIL, ISO 22301, ISO 27035, or Major Incident Management certification.
• Experience in fraud investigations or financial crime response.
• Knowledge of NICE contact centre platforms.
• CRM and case management systems experience.
• Lean, Agile, or Six Sigma improvement methodologies.
• Experience using Splunk or other SIEM security platforms.

Benefits

HMRC offers an excellent benefits package, including:

• Civil Service Pension with 28.97% employer contribution
• 25–30 days annual leave
• Hybrid working (up to 2 days from home where applicable)
• Flexible working arrangements
• Family-friendly policies
• Learning, coaching and career development
• Employee wellbeing and support programmes

Visa Sponsorship

This position does NOT offer Skilled Worker visa sponsorship. Applicants must already have the legal right to work in the UK.

Security Clearance

Successful candidates must be eligible to obtain Security Check (SC) clearance, which normally requires at least 5 years of UK residency.

How to Apply

Applicants must submit:

• A name-blind CV covering the last five roles (maximum 100 words per role).
• A 1,000-word Personal Statement demonstrating how they meet the essential criteria.
• Optional evidence (up to 250 words) covering desirable criteria.

Applications close at 11:55 PM on Monday, 29 June 2026.