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
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.
The team you are allocated to is decided when you are successful in your application
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.
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. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).
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. Part-time is a minimum of 25 hours per week covering variety of shifts. All shift patterns, working days and hours will be discussed with your manager when you join us. Pay and annual leave will be pro-rata if we can agree your request).
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.
You can find out more about what it's like being a Customer Service Advisor at HMRC on the Civil Service Careers website .
Watch these videos to find out more about Customer Service roles at HMRC:
Our Professions - Customer Service Advisor at HMRC
Our Professions - Customer Services Group at HMRC
Our Customer Service Advisor role - all you need to know
There will be a virtual event held on Wednesday 4th March 2026 at 12:00 - 13:00. You'll be able to learn more about the role of a Customer Service Advisor and can ask any questions prior to the closing date.
If you wish to attend, please enter your email address on the following form:
HMRC Customer Service Advisor Recruitment Event - Cardiff 04/03/2026 12:00-13:00 - Fill in form
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
This role is not eligible for sponsorship.
The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £41,700. In some cases, the minimum can be reduced to £33,400 (via 'tradable points') but this role pays below both amounts and therefore is not eligible.
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. Find out what benefits a Civil Service Pension provides.
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.
To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders .
Things you need to know
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), 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
Eligibility & Application form
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via Use the subject line to insert appropriate wording for example - 'Please re-open my application & vacancy closing date Tuesday 10th March 2026. To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition.
You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services .
Civil Service Customer Service Test
After submission of the first stage of your application, you will be invited to complete a Civil Service Customer Service Test, If you successfully pass the test, you will be invited to complete the final stage of the application.
Guidance and details on how to access the test will be given to you before you take it. Please allow yourself plenty of time to complete it, as there will be no technical help or guaranteed assistance after 08:00 on Tuesday 10th March 2026.
Please complete the online test as soon as possible (within 24 to 48 hours is recommended), the closing date for the tests is 14:00 on Tuesday 10th March 2026. If you fail to complete the online test before the deadline your application will be withdrawn.
Guidance for the test will be available when you are invited to take the test. The test is administered online and accessed via the CS Jobs website
Please ensure that any technical issues with the test are reported with supporting evidence prior to 08:00 on Tuesday 10th March 2026. There will be no extension to the deadline for completing the test.
Please also be advised that Online Tests may only be one element of the application process. You should ensure you set aside plenty of time to undertake the full application process for this role. Late applications will not be accepted.
Please note that the Online test will not be available on
Sunday 1st March 2026 between 4pm and midnight
Sunday 8th March 2026 between 4pm and 7pm
Video interview
If you are invited to an interview, it will be a video interview, based on Civil Service Behaviours. We will send you full instructions on how to access it, what ID you'll need to show us, and what it involves. Please read through these carefully, it will help you to be fully prepared.
To help you prepare for your interview, please watch this video:
Welsh version - Meistroli'ch cyfweliad fideo
After you receive your interview invite, you'll have 7 days to complete and submit the interview. If you won't be able to do this in time, please contact us with your reasons before the deadline at Unfortunately, if you don't contact us in time your application will be withdrawn.
If a high number of applications are received, we may implement an interview approach whereby if you fail to achieve the minimum standard on any of the questions, the assessors will not mark the remainder of the interview. If your responses consistently demonstrate the required level in these areas, we will continue with a full evaluation.
To help you develop your skills, you will receive feedback on all scored responses.
A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Reasonable Adjustments
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 UBS Recruitment Team via as soon as possible before the closing date to discuss your needs.
Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.
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.
We're committed to creating a great place to work for all our colleagues here at HMRC and want everyone to feel valued and supported to achieve their potential.
Click here for more information on how we make this happen.
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.
Terms and Conditions
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.
All Criminal Record Checks applications are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality Requirements
This job is broadly open to the following groups:
UK nationals
nationals of the Republic of Ireland
nationals of Commonwealth countries who have the right to work in the UK
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job Contact
Name : Volume Recruitment Team
Email :
Recruitment team
Email :
Further information
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.
In the first instance, you should raise the matter directly via If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.
Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles.