Customer Services Advisor

Job Advert:

Would you be proud to deliver excellent customer service? HMRC is seeking a dedicated Customer Service Advisor to join our team.

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

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.

Join us and be part of a team that believes in promoting fairness and making a difference. Your career at HMRC will be in your hands, and we’ll invest in you by providing structured training, development opportunities and a clear path for advancement.

At HMRC, we value resilience and adaptability. We are proud of our supportive, inclusive culture, with an emphasis on work-life balance, and are committed to diversity and inclusion, ensuring a welcoming environment for all employees.

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.

If you are allocated to our Debt Management team your duties will also include:

1. Discussing, calculating and collecting interest and penalties for late payments or late filing of tax returns.

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

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 verbal and written communication skills in English (and Welsh where required).
• Dedicated to providing brilliant customer service.
• With a can-do attitude and passion for supporting people.
• With resilience to work in a demanding and rewarding environment.
• With the ability to provide information quickly and clearly.
• Comfortable in handling various types of conversations.
• To have basic maths skills.

See our full advert to watch videos from our colleagues, for working pattern information and for details on information sessions to hear first-hand what the role involves.

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.

As a flexible employer, we will consider part-time requests. (Part-time is a minimum of 25 hours per week covering a 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, usually 6 weeks Monday to Friday between 9am and 5pm.