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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 culture.
- 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 good 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 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:
- 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.
(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 have. This will help you feel more confident during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills by engaging in mock conversations. This can be with friends or family, focusing on how to clearly explain complex information in a simple way, which is crucial for a Customer Service Advisor.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled difficult situations in the past. This will highlight your resilience and ability to manage challenging conversations effectively.
✨Tip Number 4
Research the values and culture of HMRC to align your responses during the interview. Emphasising your commitment to diversity and inclusion will resonate well with their organisational ethos.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Advisor at HMRC. Familiarise yourself with the job description and think about how your skills align with their requirements.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job description. Emphasise your communication skills, customer service experience, and any relevant training or qualifications.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping people and your can-do attitude. Use specific examples from your past experiences to demonstrate how you meet the key behaviours HMRC is looking for.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism.
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, demonstrate your verbal and written communication skills by articulating your thoughts clearly and concisely.
✨Emphasise Your Can-Do Attitude
HMRC values a positive attitude towards helping customers. Share examples from your past experiences where you went above and beyond to assist someone, showcasing your passion for customer service.
✨Prepare for Role-Specific Scenarios
Expect questions related to handling difficult conversations or managing customer queries. Prepare by thinking of scenarios where you successfully resolved issues, highlighting your problem-solving skills.
✨Demonstrate Resilience and Adaptability
The role can be demanding, so it's important to show that you can handle pressure. Discuss any experiences where you had to adapt quickly to changing situations or manage stress effectively.
