Adjudication Investigator

HM Revenue & Customs; Nottingham; On-site; GBP 28,000 - 35,000; Full time

Job summary

HM Revenue & Customs seeks an Adjudication Investigator to deliver high quality, impartial decisions on complex cases. The role involves excellent analytical and communication skills to support the effective resolution of complaints, contributing to the overall improvement of services. You will gain insights into government operations while playing an active role in enhancing customer service.

Qualifications

• Strong communicator with analytical and decision-making skills.
• Ability to communicate complex issues verbally and in writing.
• Excellent time management and workload management abilities.

Responsibilities

• Investigate cases efficiently and customer-focused manner.
• Analyse and collate evidence to make fair, impartial decisions.
• Share insights from cases to improve customer service.

Skills

Analytical Skills

Communication

Decision Making

Judgement

Critical Thinking

Time Management

Job description

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Base pay range

Direct message the job poster from HM Revenue & Customs

Talent Acquisition Partner @ HM Revenue & Customs

Apply before 11:55 pm on Friday 4th July 2025

Location

Nottingham Regional Centre - Unity Square

Stratford Regional Centre - Westfield Avenue

About the job

Job summary

Do you have an enquiring mind? Can you make and communicate complex decisions? Are you passionate about excellent customer service?

If so, our Adjudication Investigator role could be for you.

The Adjudicator, Michael McMahon, has independent and personal authority to resolve escalated complaints about HM Revenue and Customs (HMRC), the Valuation Office Agency (VOA) and also to review Home Office decisions on entitlement to compensation under the Windrush Compensation Scheme (WCS). The Adjudicator’s Office supports the Adjudicator in making high quality decisions on these challenging, sensitive and often high-profile cases. We have around 55 employees based across our two locations in Nottingham and Stratford (East London), the majority being Adjudication Investigators.

The core purpose of the Adjudicator and the Adjudicator’s Office is to:

• Resolve cases by providing an accessible and flexible service and make fair, trusted and impartial decisions
• Support and encourage effective resolution throughout the case handling process whilst being responsive to customer needs
• Use our expertise and insight from cases to support HMRC, the VOA and the Home Office to learn and improve services to customers

The Adjudicator's Office's vision is to:

• Run an effective customer-focused complaint handling service
• Provide insight which drives action to improve services for customers

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

For more information, please visit: The Adjudicator's Office.

In this role, you will be an investigator delivering high quality, impartial decisions on cases, working closely with the Adjudicator. You’ll gain an insight into how two of the largest operational departments at the heart of Government operate and will interact with their customers and users. You will be required to demonstrate and develop core Civil Service capabilities such as the ability to analyse and evaluate information, make effective decisions, work with a variety of stakeholders and communicate clearly.

To support your decision-making process, you’ll need to consider the perspectives of both the customers and the relevant department who are party to your case. You will obtain information from a variety of different sources and build understanding of relevant rules and processes in order to inform your decision.

Key Responsibilities

• Ensure cases are investigated and progressed efficiently and in a customer focussed manner, working within our performance expectations and quality frameworks
• Collate and analyse evidence and information from customers and the departments to make fair and impartial decisions
• Identify and share insight and learning from your cases to maximise the value of complaints, driving improvements in customer services and supporting cultural change
• Communicate with customers and stakeholders, discuss cases and be part of the team taking calls on our external phone service

Person specification

Ideally, we are looking for someone who understands the importance of values and culture to the delivery of an organisation’s vision and purpose. You will be a strong communicator, with analytical and decision making skills.

• Ability to use judgement, critical thinking and analytical skills to reach evidence based decisions
• Able to clearly communicate complex issues both verbally and in writing
• Hold excellent time management skills and the ability to exercise judgement in how you carry out your work, manage your workload to meet deadlines and work collaboratively with colleagues.
• Capability to identify wider themes from the work you do and produce insight in order to provide wider feedback to colleagues and stakeholders
• Passionate about playing an active part in the wider development of the Adjudicator’s Office, providing support on office-wide initiatives and projects

Behaviours

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

• Making Effective Decisions

Technical skills

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

• Drafting Skills

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative and Customer Service

• Industries

  Government Administration and Government Relations Services

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