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- Tasks: Assist customers via phone, email, and web chat with their queries and issues.
- Company: Join HMRC, a vital organisation supporting public services and ensuring timely benefit payments.
- Benefits: Enjoy flexible working options, structured training, and a supportive work-life balance.
- Why this job: Make a meaningful impact while developing your skills in a diverse and inclusive environment.
- Qualifications: No experience needed; just bring your passion for helping others and strong communication skills.
- Other info: Work from home two days a week and enjoy part-time options with a minimum of 25 hours.
The predicted salary is between 28800 - 43200 £ per year.
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 OverviewAs 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:
- 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
(The team you are allocated to is decided when you are successful in your application)
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 aminimum 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).
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.
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 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
- At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.
- Diverse perspectives and experiences are critical to our success, and we welcome applications from all people, from all backgrounds, with the experience and skills needed to perform this role.
- We’re committed to creating a great place to work for all our colleagues here at HMRC and want everyone to feel valued and supported to achieve their potential.
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Customer Service Advisor 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
✨Tip Number 1
Familiarise yourself with HMRC's services and the common queries customers might have. This will help you feel more confident during the interview and demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Practice your communication skills by engaging in mock conversations with friends or family. Focus on being clear and concise, as this is crucial for a Customer Service Advisor role.
✨Tip Number 3
Showcase your can-do attitude by preparing examples of how you've helped others in previous roles or situations. This will highlight your passion for customer service and your ability to handle various types of conversations.
✨Tip Number 4
Research HMRC's commitment to diversity and inclusion. Be ready to discuss how you can contribute to creating a supportive environment, as this aligns with their values and will set you apart from other candidates.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Customer Service Advisor at HMRC. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Communication Skills: Since this role requires excellent verbal and written communication skills, make sure to showcase any relevant experiences in your CV and cover letter. Provide examples of how you've effectively communicated in previous roles or situations.
Demonstrate a Can-Do Attitude: In your application, emphasise your positive attitude and willingness to help others. Use specific examples that illustrate your passion for customer service and your ability to handle challenging conversations.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at HM Revenue and Customs
✨Showcase Your Communication Skills
As a Customer Service Advisor, your ability to communicate clearly is crucial. During the interview, practice articulating your thoughts and responses. Use examples from past experiences where you successfully resolved issues or helped someone, highlighting your verbal and written communication skills.
✨Demonstrate a Can-Do Attitude
HMRC values a positive attitude towards helping customers. Be prepared to discuss scenarios where you went above and beyond to assist someone. This will show your passion for customer service and your willingness to tackle challenges head-on.
✨Prepare for Role-Specific Questions
Expect questions that assess your ability to handle various types of conversations, especially those involving sensitive topics like debt. Think about how you would approach these discussions and be ready to provide clear, concise answers that reflect your understanding of the role.
✨Emphasise Your Resilience
Working in customer service can be demanding. Be ready to share examples of how you've managed stress or difficult situations in the past. Highlighting your resilience will reassure the interviewers that you can thrive in a challenging environment while maintaining excellent service.
