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For Companies At a Glance
- Tasks: Assist customers via phone, email, and web chat with their queries.
- Company: Join HMRC, a vital organisation supporting public services and benefits.
- Benefits: Enjoy structured training, development opportunities, and a supportive work-life balance.
- Why this job: Make a meaningful impact while developing your skills in a rewarding environment.
- Qualifications: No experience needed; just bring your communication skills and passion for helping others.
- Other info: Full training provided; comfortable handling various conversations is essential.
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.
As a flexible employer, we will consider part‑time requests. (Part‑time is 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. Pay and annual leave will be pro‑rata if we can agree your request).
We work a variety of shifts between 7:45 am and 8 pm, 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 8 pm) 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.
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 9.00 am and 5.00 pm. 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 Services 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 Services Advisor
✨Tip Number 1
Familiarise yourself with HMRC's services and common customer queries. Understanding the basics of tax, benefits, and payment processes will help you feel more confident during interviews and when interacting with customers.
✨Tip Number 2
Practice your communication skills by engaging in mock conversations. This could 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 role.
✨Tip Number 3
Showcase your passion for helping others by volunteering or participating in community service. This experience can demonstrate your commitment to customer service and your ability to handle various situations with empathy.
✨Tip Number 4
Research HMRC's values and culture to align your responses during the interview. Highlighting your understanding of their emphasis on work-life balance and inclusivity can set you apart as a candidate who fits well within their team.
We think you need these skills to ace Customer Services Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your communication skills and any experience you have in customer service, even if it's informal. Use specific examples that demonstrate your ability to help others and handle conversations effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping people and your can-do attitude. Mention why you want to work for HMRC specifically and how you align with their values of providing excellent customer service.
Highlight Relevant Skills: In your application, emphasise your verbal and written communication skills. If you have experience with phone or online customer support, make sure to include that. Also, mention your basic maths skills as they are relevant to the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-written application reflects your attention to detail and professionalism, which is 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 effectively is crucial. During the interview, demonstrate your verbal and written communication skills by articulating your thoughts clearly and confidently.
✨Emphasise Your Can-Do Attitude
Highlight your positive attitude and willingness to help others. Share examples from your past experiences where you went above and beyond to assist someone, as this aligns with the values of HMRC.
✨Prepare for Role-Play Scenarios
Expect to engage in role-play during the interview to simulate customer interactions. Practice handling various types of conversations, especially those involving sensitive topics like debt, to show your comfort and resilience.
✨Research HMRC and Its Values
Familiarise yourself with HMRC's mission and values. Understanding their commitment to public service and work-life balance will allow you to tailor your responses and demonstrate your alignment with their culture.
