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- Tasks: Assist customers with tax queries via phone, email, and web chat.
- Company: Join HM Revenue & Customs, a vital organisation supporting public services in the UK.
- Benefits: Enjoy flexible working, generous leave, pension contributions, and personal development opportunities.
- Why this job: Make a positive impact on society while developing your career in a supportive environment.
- Qualifications: No experience needed; just bring strong communication skills and a customer-focused attitude.
- Other info: Part-time options available; full training provided with a focus on work-life balance.
The predicted salary is between 21000 - 30000 £ per year.
Join to apply for the Customer Services Advisor role at HM Revenue & Customs.
Discover a career in your hands at HMRC. Whether you’re seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees about what it’s really like to work at HMRC.
Our purpose is vital: we help people pay the correct amount of tax and provide financial support to families and individuals. We handle around 50 million calls and 15 million pieces of correspondence annually, supporting public services like hospitals and schools. This role offers a great opportunity to start your career with HMRC, with prospects for progression and development. We aim to be the best customer service organisation in the UK, and we seek enthusiastic individuals to help us achieve this.
As a Customer Service Advisor, you will be the voice of HMRC, using your communication skills to provide excellent service via telephone, email, or web chat. We will fully train you to handle various conversations and deliver clear, quick information. We invest in your development and offer a supportive, inclusive culture with a focus on work-life balance. Your work will impact society positively, supporting public services and benefits.
Role Overview
You will be the frontline support for our customers, providing advice and assistance, mainly over the phone.
- Speaking to customers on the phone, assisting with questions or issues.
- Helping customers pay the correct amount of tax on time.
- Taking payments via phone and online services.
- Creating and updating customer records.
- Supporting customers online through webchat and email.
Part-time requests will be considered (minimum 25 hours/week). Full-time training in the office is required for 6-12 weeks, from 9am to 5pm.
Person Specification
No experience necessary; full training provided. Candidates should be comfortable talking on the phone, discussing debt, and writing notes. We seek individuals with drive and passion, strong communication skills in English (and Welsh if required), customer-focused attitude, resilience, ability to provide clear information, handle various conversations, and basic math skills.
Additional Information
This role is not eligible for skilled worker sponsorship due to salary below the threshold (£38,700 or reduced to £30,960). HMRC offers flexible/hybrid working, generous leave, pension contributions, family policies, personal support, and development opportunities. The salary is £26,770 plus £7,755 pension contribution.
Selection involves eligibility checks, application review, civil service customer service test, and a video interview based on Civil Service Behaviours. Ensure timely completion of each stage. Reasonable adjustments and diversity policies are in place to support applicants. Successful candidates will undergo security and background checks, including criminal record and identity verification.
Additional Details
Open to UK nationals, Irish, Commonwealth, EU/EEA/Swiss nationals, and those with settled or pre-settled status or eligible limited leave to remain. The Civil Service values diversity, promotes equal opportunities, and is committed to inclusion.
Contact and Further Information
For queries, contact the Volume Recruitment Team at csgrecruitmentqueries@hmrc.gov.uk. For more details, visit the Civil Service website and review the Civil Service Code and related policies.
Customer Services Advisor - Portsmouth 430R employer: HM Revenue & Customs
Contact Detail:
HM Revenue & Customs Recruiting Team
csgrecruitmentqueries@hmrc.gov.uk
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Advisor - Portsmouth 430R
✨Tip Number 1
Familiarise yourself with HMRC's services and values. Understanding their mission to support public services will help you convey your enthusiasm for the role during interviews.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since you'll be assisting customers primarily via calls, being clear and confident in your speech is crucial.
✨Tip Number 3
Attend the virtual event on 9th May to gain insights directly from current employees. This will not only provide valuable information but also show your proactive interest in the role.
✨Tip Number 4
Prepare for the Civil Service customer service test by reviewing common scenarios you might encounter as a Customer Services Advisor. This will help you feel more confident and ready for the selection process.
We think you need these skills to ace Customer Services Advisor - Portsmouth 430R
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Customer Services Advisor position. Tailor your application to highlight how your skills and experiences align with what HM Revenue & Customs is looking for.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant skills, particularly in communication and customer service. Use bullet points for clarity and include any experience that demonstrates your ability to handle conversations and provide clear information.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the organisation. Mention specific reasons why you want to work at HMRC and how you can contribute to their goal of being the best customer service organisation in the UK.
Prepare for the Selection Process: Familiarise yourself with the Civil Service Behaviours that will be assessed during the video interview. Prepare examples from your past experiences that demonstrate your customer-focused attitude, resilience, and ability to communicate effectively.
How to prepare for a job interview at HM Revenue & Customs
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Services Advisor at HMRC. Familiarise yourself with the types of queries you might handle and the importance of providing accurate information to customers.
✨Showcase Your Communication Skills
Since this role involves a lot of communication, practice articulating your thoughts clearly. Be prepared to demonstrate your ability to handle difficult conversations and provide clear, concise information during the interview.
✨Emphasise Your Customer-Focused Attitude
HMRC is looking for individuals who are passionate about customer service. Share examples from your past experiences where you went above and beyond to assist a customer or resolve an issue, even if they are from different contexts.
✨Prepare for Behavioural Questions
Expect questions based on Civil Service Behaviours. Prepare by thinking of situations where you've demonstrated resilience, teamwork, and problem-solving skills. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
