Director General Customer Services

Ruth Owen


Before joining HMRC, Ruth was Work Services Director and Deputy Chief Operating Officer at the Department for Work and Pensions (DWP). She was previously Chief Operating Officer in Jobcentre Plus. She has spent two spells in the private sector on secondment, most recently in PC World in 2005 to 2006. Ruth is Head of Profession for Operational Delivery in Government.

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.

Previous roles in government

  1. Director General Personal Tax

    • 2012 to 2016


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