Sam's Journey
Sam left school with some qualifications but didn't consider higher education at the time, as building financial stability was their main priority.
Sam built over four years' experience in private sector customer service roles and was promoted to team leader after three years.
As a team player, Sam enjoys helping others and is attracted to the Civil Service by its reputation, job variety, and clear development and progression pathways, influenced by friends and relatives already working there.
This EO role represents Sam's first Civil Service position and introduction to the Operational Delivery Profession.
Role 1 :
Customer Service Advisor Team Leader
Help, Advice, Support & Service Delivery – Front Line Help & Advice
Find out more about HMRC: HM Revenue & Customs - GOV.UK.
Sam leads a team of ten Administrative Officer (AO) Customer Service Advisors within HMRC Personal Tax Operations (PT Ops), who handle enquiries on the Pay As You Earn (PAYE) and Self-Assessment (SA) lines. This role is fast-paced and performance-focused, requiring Sam to coach their team to deliver efficient, high-quality service.
Sam quickly develops confidence in HMRC systems and HR processes, proactively managing attendance, wellbeing, and performance. Sam handles complaints effectively, balancing customer needs with organisational priorities, and role models inclusive leadership and continuous learning.
As Sam is keen to progress, they access the ODP development offer and complete the Team Leader Level 3 Apprenticeship. Following completion of the Level 3 Apprenticeship, Sam now feels experienced and confident to apply for Higher Executive Officer (HEO) job vacancies. After initial unsuccessful applications, Sam secures a mentor through the ODP LISTR scheme. The mentor encourages Sam to consider some of the transferable skills they bring from the private sector and combine some of this thinking with the experience they’ve gained in the Civil Service and ODP. Sam is successful at their second HEO application.
For the Core Skills and skill level required for this role, visit: ODP Professional Skills Framework - Operational Delivery Profession.
Role 2:
Team Leader Manager
Help, Advice, Support & Service Delivery – Front Line Help and Advice
Find out more about HMRC: HM Revenue & Customs - GOV.UK.
Sam now manages four EO Team Leaders, overseeing multiple AO teams cross PAYE and SA helplines. Sam’s role expands to include communicating business priorities, developing presentation skills, and leading through others.
Sam strengthens their leadership approach through the ODP learning curriculum. They are able to use their completed learning to better understand their leadership and communication styles. They also deepen their HR expertise, acting as decision or appeal manager for disciplinary, attendance, and performance cases across sites.
Sam values the increased responsibility and challenge this role brings, and as their skills and confidence grow their mentor encourages them to apply for promotion, they are successful in an application for a SEO job vacancy.
For the Core Skills and skill level required for this role, visit: ODP Professional Skills Framework - Operational Delivery Profession.
Role 3:
Operational Site Lead (Debt Management)
Help, Advice, Support & Service Delivery – Front Line Help and Advice
Find out more about HMRC: HM Revenue & Customs - GOV.UK.
As an SEO Operational Site Lead within the HMRC Debt Management directorate Sam now leads six HEO Operational leaders overseeing EO debt management teams.
Whilst ambitious for future progression, Sam chooses to consolidate in role, continuing to develop through the ODP learning offer and building breadth and depth of leadership experience before taking next steps.
For the Core Skills and skill level required for this role, visit: ODP Professional Skills Framework - Operational Delivery Profession.
