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- Tasks: Assist customers with queries via phone, email, and web chat.
- Company: Join HMRC, a supportive and inclusive workplace.
- Benefits: Structured training, flexible hours, and potential for remote work.
- Other info: Great career progression opportunities in a dynamic environment.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: No experience needed; just a passion for helping others.
The predicted salary is between 24000 - 28000 £ per year.
As a Customer Service Advisor at HMRC, you will be the first point of contact for our customers, providing essential advice and assistance, predominantly over the phone, or email and 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 will invest in you by providing structured training, development opportunities, and a clear path for advancement.
You will be responsible for:
- Speaking to customers on the phone, helping them with their questions or issues.
- Helping customers to pay the correct amount of tax at the right time.
- Taking payments by phone and via our online services.
- Creating customer records and keeping them up to date.
- Using webchat and email to support our customers online.
If you are allocated to our Debt Management team your duties will also include:
- Discussing, calculating and collecting interest and penalties for late payments or late filing of tax returns.
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. HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. The majority of roles within customer services allow you to work from home two days a week if you choose, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time), this includes Saturday and 8 pm shifts. On the days you attend the office, you will be working in the Regional Centre location shown in the title heading of this advert that you are applying for. 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.)
During your induction training programme, which will last between 6 -12 weeks, you will be expected to work full time 37 hours per week and your working pattern will be Monday – Friday between 9.00am and 5.00pm. All training will take place in your designated Regional Centre and further details will be confirmed once you start your employment with HMRC. Time off or annual leave is not normally allowed during the first 6 weeks of training.
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 a 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.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found.
Customer Service Advisor in Belfast employer: HM Revenue and Customs
Contact Detail:
HM Revenue and Customs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Belfast
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on HMRC. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling various types of conversations during the interview.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to articulate your thoughts clearly and concisely. Remember, this role is all about helping customers, so demonstrating your ability to communicate effectively is key.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It’s the best way to ensure your application gets seen by the right people and gives you a better chance of landing that Customer Service Advisor role.
We think you need these skills to ace Customer Service Advisor in Belfast
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for helping people shine through. We want to see that can-do attitude and your dedication to providing brilliant customer service right from the start!
Be Clear and Concise: Make sure your written communication is clear and to the point. We appreciate applicants who can provide information quickly and clearly, just like you would in a customer service role.
Tailor Your Application: Take a moment to tailor your application to the specific role. Highlight any relevant skills or experiences that align with the job description, especially your verbal and written communication skills.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly, and we can’t wait to see what you bring to the table.
How to prepare for a job interview at HM Revenue and Customs
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Customer Service Advisor role at HMRC. Familiarise yourself with the key responsibilities, such as handling customer queries over the phone and using web chat. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role heavily relies on verbal and written communication, practice articulating your thoughts clearly. You might want to prepare examples of how you've successfully communicated in previous roles or situations. This will demonstrate your ability to provide clear information quickly, which is crucial for the job.
✨Emphasise Your Can-Do Attitude
HMRC values a positive attitude and a passion for helping people. Think of instances where you've gone above and beyond to assist someone, whether in a work setting or personal life. Sharing these stories will highlight your dedication to providing brilliant customer service.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. These may involve handling difficult customer interactions or calculating payments. Practise responding to these types of questions by thinking through your thought process and how you would approach each situation. This will help you feel more prepared and confident.