Estelle Johnson

Role Responsibilities

• Lead Continuous Improvement and Project Delivery activity across Self Assessment, managing multiple projects and workstreams simultaneously, balancing competing priorities and progressing improvement opportunities from concept to implementation. Lead complex change initiatives using Agile and Waterfall methodologies, applying project management disciplines including stakeholder engagement, governance, risk management, business approval, implementation and benefits realisation.
• Lead business change projects across Self Assessment and contribute to larger-scale digital transformation programmes, leading operational deliverables, stakeholder engagement and implementation activities to achieve successful outcomes.
• Lead business change initiatives across Self Assessment, securing stakeholder buy-in and building support for change through effective communication, influencing and engagement with colleagues, senior leaders and cross-functional stakeholders.
• Manage First Point of Contact Advisors team handling complex customer cases and complaints, ensuring SLA performance is maintained.

Key Achievements

• Led delivery of the ‘Don’t Get Caught Out’ campaign, working with Digital and business partners to improve GOV.UK guidance, increase adviser and customer awareness, and support improved HMRC revenue outcomes.
• Led stakeholder engagement for 'Voice Biometrics' project, facilitating workshops with digital partners, Policy and Operations, securing business approval and supporting implementation of enhanced customer security controls.
• Led quality improvement workstream for the launch of the new Preston Self Assessment site, managing six quality team leaders, improving eight areas of guidance and commissioning targeted learning. Delivered adviser quality levels that matched and, in some areas, exceeded established Self Assessment sites.
• Managed First Point of Contact team, analysing trends from complex customer complaints and casework to identify service improvements. Escalated risks through governance channels and delivered changes to guidance and processes, reducing rework, improving response times and enhancing customer outcomes.
• Delivered over 30 Continuous Improvement initiatives within 12-month period, improving customer journeys, adviser experience, compliance and operational performance.
• Built strong relationships across HMRC, GOV.UK, Digital Providers, Operational Excellence and cross-government stakeholders, enabling successful delivery of cross-functional projects and change initiatives.
• Led HMRC’s involvement in the cross-government Windrush Project, coordinating Secure Data Exchange Service requirements, governance, stakeholder engagement and risk management with DWP and the Home Office, supporting the successful compensation of individuals through the accurate pension contribution data.
• Led projects with Banking teams to improve guidance and processes. Strengthened cross-team understanding, reduced rework and successfully redirected millions of pounds from temporary HMRC holding accounts to HMRC revenue.

• Achieved high levels of customer service through effective management techniques.
• Developed and maintained strong stakeholder relationships across government departments, local outreach centres and partner organisations, influencing change, supporting collaborative working and delivering improved outcomes for customers and the business.
• Managed complex customer queries, complaints and escalations, ensuring timely resolution and improved customer outcomes while maintaining service standards and SLA performance.
• Fostered a supportive environment within the Job Centre, promoting teamwork and collaboration.
• Supported managers in identifying capability gaps and development needs, creating opportunities for advisers to build skills, improve performance and progress their careers. Used coaching, feedback and development planning to maximise individual potential while strengthening team capability and service delivery outcomes.
• Acted as Senior Responsible Officer (SRO) for a large Jobcentre, ensuring Business Continuity Plans, health and safety arrangements and operational controls remained effective, compliant and fit for purpose for both customers and staff.

• Oversaw reengagement of Self-Employed policy changes pre covid for Universal credit, ensuring operational readiness, effective stakeholder engagement and consistent delivery of customer-facing services across multiple Job centre sites.
• Successfully trained and developed sharing passion for topic 1 4 advisers within my Jobcentre in approximately half the expected timescale, using coaching, mentoring and tailored learning approaches to build capability and confidence in a complex policy area.
• Designed and implemented structured walkthroughs and learning products, using experienced advisers to cascade learning consistently across teams, ensuring a standardised approach and improved operational understanding.
• Represented the business on a Wales-wide working group, escalating operational concerns, influencing policy implementation and ensuring consistent communication on Gov.uk, guidance and customer messaging across all sites.
• Established and coordinated a Wales-wide support teams chat network and knowledge-sharing forum, bringing together Self-Employed experts to provide real-time guidance and support to colleagues managing complex customer enquiries.

• Provided face-to-face support to customers attending the Jobcentre, identifying needs and directing them to the most appropriate services and advisers.
• Took the lead in supporting complex and vulnerable customers, helping to resolve issues, provide reassurance and achieve positive outcomes.
• Managed challenging and confrontational situations professionally, using effective communication and conflict resolution skills to de-escalate issues and support customers.