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For Companies At a Glance
- Tasks: Be the voice of HMRC, helping customers with tax queries via phone, email, and web chat.
- Company: Join HMRC, a vital organisation ensuring fair tax payments and supporting public services across the UK.
- Benefits: Enjoy flexible working, generous leave, and a strong pension scheme while making a real impact.
- Why this job: Make a difference in people's lives while developing your career in a supportive and inclusive environment.
- Qualifications: No experience needed; just bring your passion for helping others and great communication skills.
- Other info: Work from home options available, with structured training provided to kickstart your career.
The predicted salary is between 22000 - 30000 £ 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.
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.
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 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 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. However, we do require you to complete your training in the office on a full-time basis, usually 6 weeks Monday to Friday between 9am and 5pm.
Behaviours
We’ll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Benefits
Alongside your salary of £26,637, HM Revenue and Customs contributes £7,716 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. Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. Coaching and development.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours, Ability and Experience. To help you prepare, below is a rundown of what to expect during the selection process:
- Eligibility form
- Application form
- Civil Service Customer Service Test
- Video interview
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. If you need a change to be made so that you can make your application, you should contact the HMRC Volume Recruitment Team as soon as possible before the closing date to discuss your needs.
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 - Edinburgh - 413R - Edinburgh employer: HMRC
Contact Detail:
HMRC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Edinburgh - 413R - Edinburgh
✨Tip Number 1
Familiarise yourself with HMRC's mission and values. Understanding their purpose in helping people pay the correct amount of tax will allow you to align your responses during interviews, showcasing your commitment to their goals.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since you'll be handling customer queries primarily via phone, being articulate and clear in your speech will be crucial. Consider role-playing scenarios with friends or family.
✨Tip Number 3
Prepare for the Civil Service Customer Service Test by reviewing common customer service scenarios. This will help you think on your feet and respond effectively to various customer situations, which is key for this role.
✨Tip Number 4
Be ready to demonstrate resilience and a can-do attitude during the interview. Think of examples from your past experiences where you've successfully handled challenging situations, as this will resonate well with HMRC's expectations.
We think you need these skills to ace Customer Service Advisor - Edinburgh - 413R - Edinburgh
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, ensure your CV and cover letter showcase 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 of instances where you've provided support or assistance to others. Use specific examples in your application to illustrate your dedication to customer service.
Prepare for the Civil Service Customer Service Test: After submitting your application, you'll need to complete a Civil Service Customer Service Skills Test. Familiarise yourself with the test format and practice relevant skills to ensure you're well-prepared.
How to prepare for a job interview at HMRC
✨Understand HMRC's Mission
Before your interview, take some time to research HMRC and its role in the UK. Understanding their mission to help people pay the correct amount of tax and support public services will show your commitment to their purpose.
✨Demonstrate Communication Skills
As a Customer Service Advisor, you'll need to communicate effectively. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Consider using examples from past experiences where you successfully resolved customer issues.
✨Show Your Can-Do Attitude
During the interview, highlight your enthusiasm for helping others and your willingness to tackle challenges. Share specific instances where you've gone above and beyond to assist someone, as this aligns with the values HMRC is looking for.
✨Prepare for Behavioural Questions
Expect questions that assess your behaviours, such as 'Managing a Quality Service' and 'Delivering at Pace'. Use the STAR method (Situation, Task, Action, Result) to structure your responses, ensuring you provide clear examples that demonstrate these behaviours.
