At a Glance
- Tasks: Assist customers with tax queries and provide essential support 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 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 (or a proportionate amount of time for colleagues who work less than full time), this includes Saturday and 8 pm 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. 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
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.
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.
Customer Service Advisor - Leeds (561R) - Leeds 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 Leeds, you'll benefit from structured training, flexible working arrangements, and generous leave allowances, all while contributing to a vital public service. With clear pathways for career advancement and a commitment to employee well-being, HMRC is dedicated to helping you grow both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Leeds (561R) - Leeds
✨Tip Number 1
Get to know HMRC! Watch their YouTube videos to understand the company culture and what it’s like to be a Customer Service Advisor. This will help you connect better during interviews.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of phone conversations, try role-playing with friends or family to get comfortable discussing various topics clearly and confidently.
✨Tip Number 3
Be ready for the Civil Service Customer Service Test! It’s a key part of the application process, so make sure you set aside time to prepare and complete it as soon as you can after applying.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application is seen by the right people. Plus, you’ll have access to all the resources you need to ace the process.
We think you need these skills to ace Customer Service Advisor - Leeds (561R) - Leeds
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 helping others and your can-do attitude.
Tailor Your Responses:Make sure to tailor your answers to reflect the skills and qualities mentioned in the job description. Highlight your communication skills and any experience that showcases your ability to provide excellent customer service.
Check Your Details:Before hitting that submit button, double-check all your details. Typos or incorrect information can lead to unnecessary hiccups in your application process, so take a moment to review everything!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets to us without any issues, and you’ll find all the info you need there!
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, especially how they aim to provide excellent customer support. This will help you answer questions more confidently and show that you're genuinely interested in the role.
✨Practice Makes Perfect
Since this role involves a lot of communication, practice your verbal and written skills. Try role-playing common customer scenarios with a friend or family member. This will help you feel more comfortable discussing complex topics and improve your ability to provide clear information quickly.
✨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 can-do attitude and commitment to providing brilliant customer service, which is key for this role.
✨Be Ready for Behavioural Questions
Expect to be assessed on behaviours like 'Managing a Quality Service' and 'Delivering at Pace'. Prepare specific examples from your experience that showcase these behaviours. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
