Investigate: Before my visit I found out this about the company

The company is HM Revenue and Customs which is the result of the merger between the Inland Revenue and the Customs and Excise. The business has the aim to ‘ensure society’s financial wellbeing’ through services such as tax collection and border control of goods.

Observe: While at the company I job shadowed an Employee. This is what happened:

• Employee Name:
• Job Role:

While on a placement we visited Peterlee Contact Centre. We were shown the management systems and how they monitor employee performance. What was particularly impressive was the high level of automation that was evident in every job role. Staff performance was timed and analysed.

Interview: I talked with a member of staff to find out more about their role. This is what I found out:

• Employee Name:
• Job Role:
• Pathway from school to their current position:
  To work in tax revenue you need to initially have 6 GCSEs grade A-C. Once you are in you are able to work your way up to any position. This is a common route as there is a lot of job specific knowledge needed for higher level jobs.
• Where do they see themselves in the future:
  

Participate: I took part in a work related activity. This is what happened:

• Description of task:
  HM Revenue operate a virtual network that is co-ordinated by seven contact centres across the country. I was able to listen in on an employee dealing with customers’ tax issues. In doing this I became aware of the level of IT skills involved as well as communication and interpersonal skills.
• Notes:
  

Imagine: From the perspective of a student the advice I would give is:

HM Revenue and Customs offers a wide range of career options with the opportunity to work up to higher positions within the company. A diploma in this business would open up a number of skills that are essential in the modern working environment. Skills such as IT, team building, communication, interpersonal, planning and co-ordination were evident in most job roles.

Summarise: The things I have found beneficial from the day(s) in the work environment are:

On the placement I have gained an increased knowledge of the process of how tax revenue is managed and the different activities carried out by customs. I have also seen good active examples of automation and different management systems which I will be able to utilise in teaching business. I have gained contacts that could be called on for organising guest speakers and visits.