Prior to joining HMRC Customer Services as Director of Finance & Planning in 2015, Rachel was a director at Transport for London, where she worked for nine years both within Finance and on a number of major change programmes and the London 2012 Olympics.
Rachel is a Fellow of the Chartered Institute of Management Accountants, holds a Master’s degree in Change Management and a degree in Economics & Politics from Durham University.
Interim Director General Customer Services
The Director General Customer Services has overall responsibility for delivering consistency in HMRC’s customer services and for providing customers with the joined-up support they expect, across all channels, and in ways that best suit them.
The Customer Services Group manages most of HMRC’s interaction with individual taxpayers, tax credit recipients, and small and mid-sized businesses online, by phone or face-to-face.