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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, including remote work and part-time requests, plus structured training.
- Why this job: Make a meaningful impact on society while developing your skills in a supportive environment.
- Qualifications: No experience needed; just bring your communication skills and passion for helping others.
- Other info: Work a maximum of one late shift per week and six Saturdays a year.
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
- The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window)and theCivil Service Diversity and Inclusion Strategy (opens in a new window).
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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 knowledge 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 information and handle various customer scenarios.
✨Tip Number 3
Showcase your passion for helping others by sharing relevant experiences in your discussions. Whether it's volunteering or previous customer service roles, highlight how you've positively impacted someone's experience.
✨Tip Number 4
Be prepared to discuss how you manage stress and maintain resilience in challenging situations. Think of examples where you've successfully navigated difficult conversations or resolved conflicts.
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 competencies outlined in the job description.
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, which are crucial for a Customer Service Advisor 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, demonstrate your verbal and written communication skills by articulating your thoughts clearly and concisely.
✨Emphasise Your Can-Do Attitude
The role requires a positive mindset and a passion for helping others. Share examples from your past experiences where you went above and beyond to assist someone, showcasing your dedication to customer service.
✨Prepare for Role-Specific Scenarios
Anticipate questions related to handling difficult conversations or providing quick information. Think of scenarios where you successfully resolved issues or provided support, as this will highlight your problem-solving skills.
✨Demonstrate Resilience
Working in a demanding environment can be challenging. Be ready to discuss how you've managed stress or difficult situations in the past, showing that you can maintain composure and deliver excellent service under pressure.
