Customer Service Advisor

Job description

Our Customer Service Advisors are the voice of HMRC, using their brilliant communications skills to give our customers the best possible experience.

HMRC is seeking a dedicated Customer Service Advisor to join our team. You'll be the first point of contact for our customers, providing a first-rate service by telephone, email or web chat.

Your can-do attitude and passion for helping people will be key, as we fully train you to navigate various conversations and provide clear, quick information.

We’ll invest in you by providing structured training, development opportunities and a clear path for advancement. We are proud of our supportive, inclusive culture here at HMRC, with an emphasis on work-life balance.

The work we do is meaningful, from supporting public services to ensuring the timely payment of benefits. We impact society positively; and by joining us, you’ll contribute to a greater cause.

Role Overview: As a Customer Service Advisor at HMRC, you will be the frontline support for our customers, providing essential advice and assistance, predominantly over the phone.

Responsibilities:

1. Speaking to customers on the phone, helping them with their questions or issues.
2. Helping customers to pay the correct amount of tax at the right time.
3. Taking payments by phone and via our online services.
4. Creating customer records and keeping them up to date.
5. Using webchat and email to support our customers online.

(The team you are allocated to is decided when you are successful in your application)

This post is offered on a Fixed Term contract for up to 2 years.
As a Fixed Term employee of HMRC you will receive:

• the same pay and conditions as permanent staff
• the same or equivalent benefits package
• information about permanent vacancies in the organisation

Person specification

What are we looking for?

No experience is necessary as you will be fully trained, but we would like you to be comfortable talking on the phone and discussing debt with our customers. You will also need to be comfortable writing up notes, as this is mainly a phone-based role.

We are looking for individuals with the drive and passion to make a difference to people’s lives, and need people:

• With great communication skills, both verbal and written in English language (and Welsh where required)
• Dedicated to providing a brilliant customer service
• With a can-do attitude and a real passion for supporting people
• With the personal resilience to work in a demanding and rewarding environment
• Able to provide information both quickly and clearly
• Comfortable handling different types of conversations
• With an ability to do basic maths calculations

We work a variety of shifts between 7:45am and 8pm, Monday to Saturday, to make sure we can help customers when they need us. You will work a maximum of one late shift per week (ending at 8pm) and a maximum of 6 Saturdays each year.

The majority of roles within customer services allow you to work from home two days a week if you choose, this includes Saturday and 8 pm shifts. On the days you attend the office, you will be working in the location shown in the title heading of this advert.

As a flexible employer, we will consider part-time requests. (Part-time is a minimum of 25 hours per week covering variety of shifts. All shift patterns, working days and hours will be discussed with your manager when you join us. Pay and annual leave will be pro-rata if we can agree your request). However we do require you to complete your training in the office on a full-time basis, between 6 and 12 weeks depending on business need, from 9am to 5pm.

Serving members of other government departments

Serving permanent members of staff from other Government departments are eligible to apply for externally advertised fixed term appointments. However these posts are temporary and if successful they must be offered the post as a loan opportunity. Manager must notify the Unity Business Services, HR Operations that this is a loan, and that the individual will return to their home department at the end of the period of employment.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing