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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 while working in a supportive, inclusive culture focused on work-life balance.
- Qualifications: No experience needed; just bring your communication skills and passion for helping others.
- Other info: Flexible part-time options available; full training provided during the initial induction period.
The predicted salary is between 28800 - 43200 £ per year.
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.)
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).
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.
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
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 the common queries customers have. This knowledge will help you feel more confident during interviews and demonstrate your commitment to providing excellent customer service.
✨Tip Number 2
Practice your communication skills by engaging in mock conversations. You can do this 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 resilience and adaptability by preparing examples from your past experiences where you've successfully handled challenging situations. This will highlight your ability to thrive in a demanding environment.
✨Tip Number 4
Research the values and culture of HMRC to align your responses during the interview. Emphasising your passion for helping others and your understanding of the importance of public service can set you apart from other candidates.
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 a Can-Do Attitude: In your application, emphasise your positive attitude and willingness to help others. Use specific examples that illustrate your passion for customer service and your ability to handle challenging conversations.
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. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Consider role-playing common customer scenarios to demonstrate your skills during the interview.
✨Demonstrate Your Can-Do Attitude
Employers are looking for candidates who exhibit a positive and proactive approach. Be prepared to share examples of how you've tackled challenges in the past and how your attitude helped you succeed. This will show that you're ready to support customers with enthusiasm.
✨Prepare for Common Customer Scenarios
Familiarise yourself with typical customer service situations, especially those related to tax and payments. Think about how you would handle various inquiries or complaints, and be ready to discuss your thought process during the interview.
✨Highlight Your Resilience
Working in customer service can be demanding, so it's important to convey your resilience. Share experiences where you've maintained composure under pressure or dealt with difficult customers effectively. This will reassure the interviewer of your capability to thrive in a challenging environment.
