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- Tasks: Be the voice of HMRC, helping customers via phone, email, and web chat.
- Company: Join HMRC, a supportive and inclusive workplace making a real difference.
- Benefits: Enjoy competitive salary, generous leave, and flexible working options.
- Why this job: Make a positive impact on people's lives while developing your skills.
- Qualifications: No experience needed; just bring your passion for helping others.
- Other info: Structured training and clear career advancement opportunities await you.
The predicted salary is between 22700 - 26600 £ 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
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 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. 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
This role is not eligible for ‘skilled worker’ sponsorship.
The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £38,700. In some cases, the minimum can be reduced to £30,960 (via ‘tradable points’) but this role pays below both amounts, and therefore is not eligible.
Behaviours
We\’ll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Benefits
Alongside your salary of £26,770, HM Revenue and Customs contributes £7,755 towards you being a member of the Civil Service Defined Benefit Pension scheme.Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments.We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
- Pension – We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
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
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 real-life situations during the interview.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to articulate your thoughts clearly and listen actively. Remember, as a Customer Service Advisor, your ability to communicate effectively is key!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Services Advisor
Some tips for your application 🫡
Show Off Your Communication Skills: As a Customer Service Advisor, your communication skills are key! Make sure to highlight your ability to convey information clearly and effectively in your application. We want to see how you can connect with customers through your writing.
Tailor Your Application: Don’t just send the same application everywhere! Take a moment to tailor your CV and cover letter to reflect the specific requirements of this role at HMRC. We love seeing candidates who take the time to understand what we’re looking for.
Be Genuine About Your Passion: We’re all about that can-do attitude! In your application, let us know why you’re passionate about helping people and how you can make a difference in their lives. Authenticity goes a long way!
Apply Through Our Website: Ready to take the plunge? Make sure to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at HM Revenue and Customs
✨Know Your Stuff
Before the interview, make sure you understand HMRC's role and the importance of customer service. Familiarise yourself with common tax-related queries and how to handle them. This will show your commitment and readiness to help customers effectively.
✨Practice Makes Perfect
Since this role involves a lot of communication, practice answering potential interview questions out loud. Focus on articulating your thoughts clearly and confidently. You could even role-play with a friend to simulate the interview environment.
✨Show Your Passion
During the interview, let your enthusiasm for helping people shine through. Share examples from your past experiences where you've gone above and beyond for someone. This will demonstrate your can-do attitude and dedication to providing brilliant customer service.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team culture or training opportunities. This shows that you're genuinely interested in the role and want to be part of their supportive environment.