At a Glance
- Tasks: Assist customers with queries via phone, email, and web chat.
- Company: Join HMRC, a supportive and community-focused organisation.
- Benefits: Structured training, flexible working options, and career advancement opportunities.
- Other info: Enjoy a dynamic work environment with part-time options available.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: No experience needed; just a passion for helping others and good communication skills.
The predicted salary is between 24000 - 28000 € per year.
As a Customer Service Advisor at HMRC, you will be the first point of contact for our customers, providing essential advice and assistance, predominantly over the phone, email and 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 will invest in you by providing structured training, development opportunities, and a clear path for advancement.
You will be responsible for:
- 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.
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. HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. The majority of roles within customer services allow you to work from home two days a week if you choose, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time). This includes Saturday and 8 pm shifts. On the days you attend the office, you will be working in the Regional Centre location shown in the title heading of this advert that you are applying for.
As a flexible employer, we will consider part-time requests. Part-time is a minimum of 25 hours per week covering a 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 and 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.
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.
- Dedicated to providing brilliant customer service.
- With a can-do attitude and passion for supporting people.
- With 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.
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.
Customer Services Advisor employer: HM Revenue and Customs
At HMRC, we pride ourselves on being an excellent employer, offering a supportive work culture that prioritises employee development and growth. As a Customer Services Advisor, you will benefit from comprehensive training, flexible working options, and the opportunity to make a meaningful impact in people's lives while enjoying a collaborative office environment. With a commitment to diversity and inclusion, we ensure that every team member feels valued and empowered to succeed.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor
✨Tip Number 1
Get to know the company! Research HMRC and understand their values and mission. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of phone and web chat interactions, try role-playing with friends or family. This will help you feel more confident when discussing customer queries and issues.
✨Tip Number 3
Be ready to showcase your can-do attitude! Think of examples from your past experiences where you've gone above and beyond to help someone. This will demonstrate your passion for customer service during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about landing the Customer Services Advisor role at HMRC.
We think you need these skills to ace Customer Services Advisor
Some tips for your application 🫡
Show Your Passion:Let your enthusiasm for helping people shine through in your application. We want to see that can-do attitude and your dedication to providing brilliant customer service right from the start!
Tailor Your Application:Make sure to customise your application to highlight your verbal and written communication skills. Mention any relevant experiences that showcase your ability to handle various types of conversations, especially over the phone.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your notes are easy to read and understand, just like you would when assisting a customer.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the info you need about the role and our company there.
How to prepare for a job interview at HM Revenue and Customs
✨Know Your Customer Service Basics
Before the interview, brush up on the fundamentals of customer service. Understand what makes great customer service and be ready to share examples of how you've provided excellent support in the past, even if it's from a different context.
✨Practice Your Communication Skills
Since this role involves a lot of phone and written communication, practice speaking clearly and confidently. You could even do mock interviews with a friend or family member to get comfortable discussing various scenarios you might encounter.
✨Familiarise Yourself with HMRC
Take some time to research HMRC and its services. Knowing the basics about tax processes and the types of queries customers might have will show your genuine interest in the role and help you answer questions more effectively.
✨Show Your Can-Do Attitude
During the interview, let your passion for helping people shine through. Share stories that highlight your resilience and problem-solving skills, especially in challenging situations. This will demonstrate that you embody the can-do attitude they’re looking for.
