Tax Operations Caseworker

Join Revenue Scotland as a Caseworker and play a key role in guiding taxpayers resolving complex cases and shaping continuous improvements across our services.

This role is based within Tax Operations which is formed of six teams.

As a Tax Operations Caseworker you will support operational colleagues with a variety of administrative tasks as well as support managers to ensure the departments key performance indicators and objectives are achieved when dealing with such queries. You will be involved in collaborating with colleagues and stakeholders to make decisions on a variety of tasks including: issuing penalties debt recovery processing and authorising repayments and responding to mail queries. You will provide peer-to-peer support to less experienced colleagues to ensure they follow the correct processes and guidelines.

Responsibilities

• Answering support desk telephone calls providing guidance to taxpayers and agents on a range of topics.

• Make decisions on tax related matters including repayments penalties and recovering unpaid debts adhering with current processes and guidance.

• Investigating cases relating to all types of tax transactions such as 3 yearly review returns terminations penalty cancellations disregards etc. Including preparation and issue of correspondence to taxpayers.

• Support Team Leaders and Managers to deliver Revenue Scotlands business plan including providing support to all teams within Tax Ops where required.

• Monitoring mailboxes/secure messaging system and dealing with queries from internal and external stakeholders in a fair and supportive manner ensuring key performance indicators (KPIs) are met.

• Assisting with issuing written correspondence to taxpayers to remind them of their upcoming tax obligations.

• Provide support and guidance to junior members of staff on more technical cases.
• Dealing with complex queries and cases which have been escalated from A band colleagues.

• Undertake necessary research and investigative work and suggest follow up action on tax return checks in accordance with RS policy and procedures .

• Identifying any areas for continuous improvement and involvement in project work if required.

• Experience in using IT packages such as Microsoft Word and Outlook.

Behaviours:

• Managing a quality of service - Level 1.
• Working together - Level 1.
• Making effective decisions - Level 1.

You can find out more about Success Profiles Behaviourshere:Success Profiles - Civil Service Behaviours ()

How to apply

Apply online providing a CV and Supporting Statement (of no more than 1000 words) which provides evidence of how you meet the experience and behaviours listed in the Success Profile above.

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 ourcandidate 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 assessments which are scheduled for w/c 2 March 2026 however this may be subject to change.

About us

Revenue Scotland is Scotlands devolved tax authority and contributes to Scotlands 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 ourvideo to find out more about working for Revenue Scotland.

If you would like to learn more about Revenue Scotland please visit ourCorporate Plan sets out our strategic objectives for the period 2024 to 2027.

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.

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 theUK Government website or read about the different levels of security checks in ourCandidate 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 todiversity and how we offer and support recruitment adjustments for anyone who needs them in ourcandidate 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 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.

OurCandidate Guide provides further information on our recruitment and application processes.

Further information

Revenue Scotland are a Non-Ministerial Office who are part of Scottish Government Main Bargaining unit and have adopted Scottish Government main terms and conditions and pay arrangements.

Our staff are part of theUK 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 theCivil 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.

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.

For further information on this role please contactStacey Mackay -

Apply before: 22 February 2026 (23:59)

This role is open to internal candidates OGD and Common Citizenship organisations only.