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: Competitive salary, generous leave, flexible working, and career development opportunities.
- Other info: Enjoy a supportive work environment with opportunities for growth.
- Why this job: Make a real difference in people's lives while building your career.
- Qualifications: No experience needed; just a passion for helping others and good communication skills.
The predicted salary is between 28016 - 28016 £ 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
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. 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.
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.
- 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
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. 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.
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.
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours and Ability. 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
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.
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 (563R) - Edinburgh 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 Edinburgh, you'll benefit from structured training, flexible working arrangements, and generous leave allowances, all while contributing to a vital public service. Join us to develop your career in a role that not only provides personal growth opportunities but also allows you to make a meaningful impact in the lives of others.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Edinburgh (563R) - Edinburgh
✨Tip Number 1
Get to know HMRC! Watch their YouTube videos and read up on what it's like to work there. This will help you understand their culture and values, making it easier to connect during interviews.
✨Tip Number 2
Practice your phone skills! Since you'll be handling customer queries over the phone, try role-playing with a friend or family member. This will boost your confidence and help you communicate clearly.
✨Tip Number 3
Be ready for the Civil Service Customer Service Test! Familiarise yourself with the types of questions you might face. The sooner you prepare, the better you'll perform when the time comes.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest updates and resources to help you along the way.
We think you need these skills to ace Customer Service Advisor - Edinburgh (563R) - Edinburgh
Some tips for your application 🫡
Be Yourself:When filling out your application, let your personality shine through! We want to see the real you, so don’t be afraid to show your passion for customer service and helping others.
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role. Mention specific examples that demonstrate your communication skills and can-do attitude!
Check Your Details:Before hitting that submit button, double-check all your information. Typos or incorrect details can lead to unnecessary hiccups in your application process, and we want to avoid that!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and keep you updated on your progress!
How to prepare for a job interview at HMRC
✨Know Your Stuff
Before the interview, take some time to research HMRC and its role in customer service. Familiarise yourself with their mission and values, as well as the specific duties of a Customer Service Advisor. This will help you answer questions confidently and show your genuine interest in the role.
✨Practice Makes Perfect
Since this role involves handling various customer enquiries, practice common customer service scenarios. Think about how you would respond to different types of calls or emails. You can even role-play with a friend to get comfortable with the format and flow of conversations.
✨Show Your Passion
During the interview, let your enthusiasm for helping people shine through. Share examples from your past experiences where you've gone above and beyond for customers. This will demonstrate your commitment to providing excellent service, which is key for this position.
✨Be Ready for Behavioural Questions
Expect to be asked about how you handle challenging situations. Prepare by thinking of specific examples that showcase your problem-solving skills and resilience. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
