Job description
Our Customer Service Advisors are the voice of HMRC, using their excellent communication skills to provide the best possible experience for our customers.
HMRC is seeking a dedicated Customer Service Advisor to join our team.
You will be the first point of contact for our customers, delivering exceptional service via telephone, email, or web chat.
Your positive attitude and passion for helping others are essential, as we will provide comprehensive training to help you handle various conversations and deliver clear, quick information.
We offer structured training, development opportunities, and a clear path for career progression.
At HMRC, we pride ourselves on our supportive, inclusive culture, emphasizing work-life balance.
The work we do is meaningful, supporting public services and ensuring timely payment of benefits, positively impacting society. By joining us, you will 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 mainly over the phone.
Responsibilities:
* Communicating with customers via phone, assisting with their questions or issues.
* Helping customers pay the correct amount of tax at the right time.
* Processing payments by phone and online.
* Creating and updating customer records.
* Supporting customers online through webchat and email.
If assigned to our Debt Management team, duties will include:
* Discussing, calculating, and collecting interest and penalties for late payments or late tax return filings.
We consider part-time requests (minimum 25 hours/week), with shifts between 7:45 am and 8 pm, Monday to Saturday. All shift patterns, working days, and hours will be discussed upon joining. Pay and annual leave are pro-rated for part-time roles.
You will work a maximum of one late shift per week (until 8 pm) and up to six Saturdays annually. Many roles allow working from home two days a week, including Saturday and 8 pm shifts. On office days, you will work at the location specified in this advert.
During the 6-12 week induction training, you will work full-time (37 hours/week), Monday to Friday, between 9 am and 5 pm. All training occurs at your designated Regional Centre, with details confirmed after employment begins. During training, time off or annual leave is generally not permitted.
Person specification
What are we looking for?
No prior experience is necessary, as full training will be provided. However, you should be comfortable speaking on the phone and discussing debt with customers.
You should also be able to write clear notes, as this is primarily a phone-based role.
We seek individuals with the drive and passion to make a difference, with qualities such as:
* Strong verbal and written communication skills in English (and Welsh where required)
* A commitment to excellent customer service
* A positive, can-do attitude and passion for supporting others
* Resilience to work in a demanding but rewarding environment
* The ability to provide information quickly and clearly
* Comfort in handling various types of conversations
* Basic maths skills
This role is not eligible for ‘skilled worker’ sponsorship.
The Home Office requires a minimum salary of £38,700 for sponsorship, which this role does not meet.
Behaviours
We will assess you against these behaviours during the selection process:
* Managing a Quality Service
* Delivering at Pace
* Communicating and Influencing
* Diversity and Inclusion
* HMRC is committed to creating an inclusive, respectful environment that reflects society's diversity.
* We welcome applications from all backgrounds, with the skills and experience needed for this role.
* We aim to ensure all colleagues feel valued and supported to achieve their potential.
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