At a Glance
- Tasks: Assist customers with tax queries via phone, email, and web chat.
- Company: Join HMRC, a vital organisation supporting the UK's public services.
- Benefits: Enjoy competitive salary, generous leave, and flexible working options.
- Other info: Great opportunities for career progression within a supportive team environment.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: No experience needed; just a passion for helping others and good communication skills.
The predicted salary is between 25185 - 28000 £ per year.
About the job
Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC. At HMRC we have a vital purpose. We help people pay the correct amount of tax and provide financial support to families and individuals. We make sure money is available to fund the UK's public services such as hospitals and schools, answering around 50 million calls and handling 15 million items of customer correspondence every year. Our services support customers on behalf of the entire department, dealing with a broad range of different and complex customer enquiries. This is a great chance to start your career with HMRC and we offer real opportunities to progress and develop your career with us or the wider Civil Service if you choose. We're striving to be the best customer service organisation in the UK, and we need enthusiastic people to help us achieve this.
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.
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.
- 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.
Benefits
Alongside your salary of 28,016, HM Revenue and Customs contributes 8,116 towards you being a member of the Civil Service Defined Benefit Pension scheme. 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.
Important information for existing HMRC contractual homeworkers: Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role. This role is not eligible for 'skilled worker' sponsorship.
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.
Customer Service Advisor - East Kilbride (570R) - East Kilbride employer: HMRC
At HMRC, we pride ourselves on being an exceptional employer, offering a supportive work culture that values diversity and inclusion. As a Customer Service Advisor in East Kilbride, you'll benefit from structured training, flexible working arrangements, and generous leave allowances, all while contributing to a vital public service that impacts the lives of millions. Join us to develop your career in a role that not only provides personal growth opportunities but also fosters a true sense of belonging within a community-focused environment.
