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For Companies At a Glance
- 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 structured training for career growth.
- Why this job: Make a meaningful impact on society while developing your skills in a supportive environment.
- Qualifications: No experience needed; just bring your passion for helping others and good communication skills.
- Other info: Flexible shifts available, with part-time options and a maximum of one late shift per week.
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 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).However we do require you to complete your training in the office on a full-time basis, between 6 and 12 weeks depending on business need, from 9am to 5pm.
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
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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 the common queries customers might 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 during your interview. Think of times when you've gone above and beyond for someone, as this aligns perfectly with the role's requirements.
✨Tip Number 4
Be prepared to discuss how you manage stress and maintain resilience in challenging situations. This is crucial for a Customer Service Advisor, so think of examples that highlight your ability to stay calm and effective under pressure.
We think you need these skills to ace Customer Services Advisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Customer Service Advisor at HMRC. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Communication Skills: Since this role requires excellent verbal and written communication skills, make sure to showcase any relevant experiences in your CV and cover letter. Provide examples of how you've effectively communicated in previous roles or situations.
Demonstrate Customer Service Experience: Even if you don't have direct experience, think about times when you've provided support or assistance to others. Use specific examples in your application to illustrate your dedication to customer service and your can-do attitude.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this 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
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 and resilience.
✨Familiarise Yourself with HMRC's Values
Research HMRC's mission and values before the interview. Understanding their commitment to public service will help you align your answers with their goals, demonstrating that you're a good fit for their team.
