At a Glance
- Tasks: Assist customers with tax queries via phone, email, and web chat.
- Company: Join HMRC, a supportive and inclusive workplace dedicated to helping people.
- 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 customer service 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, or 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 7:45am 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. 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 8pm 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.)
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.
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. Here at HMRC we want everyone to feel valued and supported to achieve their potential.
Tax Support Advisor (Phone & Email) in Leeds employer: HM Revenue and Customs
HMRC is an exceptional employer that prioritises the growth and development of its employees, offering comprehensive training and a clear path for advancement. With a flexible work culture that allows for remote working options and a commitment to diversity and inclusion, HMRC fosters a supportive environment where colleagues can thrive both personally and professionally. Located in a collaborative office setting, employees benefit from interaction with peers while also having the opportunity to balance their work-life commitments effectively.
StudySmarter Expert Advice🤫
We think this is how you could land Tax Support Advisor (Phone & Email) in Leeds
✨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 calls and emails during the actual job.
✨Tip Number 3
Show off your communication skills! During interviews, be clear and concise in your responses. Remember, this role is all about helping customers, so demonstrate your ability to explain things simply and effectively.
✨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 keen to join the HMRC team. Don’t miss out on this opportunity!
We think you need these skills to ace Tax Support Advisor (Phone & Email) in Leeds
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for helping people shine through. We want to see that can-do attitude and your commitment to providing brilliant customer service.
Be Clear and Concise:Make sure your written communication is straightforward and easy to understand. We appreciate clarity, especially since this role involves a lot of phone and email interactions.
Highlight Relevant Skills:Even if you don’t have direct experience, mention any skills that relate to the job. Great verbal and written communication skills are key, so don’t shy away from showcasing those!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, so don’t miss out on this opportunity!
How to prepare for a job interview at HM Revenue and Customs
✨Know Your Stuff
Familiarise yourself with HMRC's services and the role of a Tax Support Advisor. Understand the basics of tax, customer service principles, and the types of queries you might encounter. This will help you feel more confident and prepared during the interview.
✨Show Off Your Communication Skills
Since this role involves a lot of phone and email communication, practice articulating your thoughts clearly. You could even do mock interviews with friends or family to get comfortable discussing various topics related to customer service and tax support.
✨Demonstrate Your Can-Do Attitude
During the interview, highlight examples from your past where you've gone above and beyond to help someone. This could be in any context, not just work-related. Showing your passion for helping others will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect questions that assess how you would handle specific situations, especially those involving difficult customers or complex queries. Think of a few scenarios in advance and outline how you would approach them, focusing on your problem-solving skills and resilience.
