Customer Service Advisor - Telephony - Preston, PR1 4AT
* £13.91 an hour
* £26,763 per year
* Accrual of up to 34 days paid annual leave pro rata available (inclusive of bank holidays)
* Home-based working with all IT equipment supplied
Working as part of the Customer Service Group within HMRC, the UK's tax, payments, and customs authority, you will be helping to support a vital purpose: to collect the money that pays for the UK's public services and help families and individuals with targeted financial support.
A number of exciting customer service opportunities have arisen on an ongoing temporary basis, and we are looking for individuals who are passionate about delivering excellent customer service and making a difference. As a Customer Service Advisor, you will be supporting HMRC's customers with their telephone queries, playing an important role in ensuring customers receive quality guidance and support. You will be working within a fast-paced environment and working to targets, whilst dealing with multiple complex customer queries over the telephone regarding their tax accounts.
This role will be a remote working role; however, all applicants must be situated within an hour of a HMRC site location as you will be required to attend the office from time to time and on day 1 for Induction, IT Collection, and for any other business needs.
Hours
* Working 37 hours per week
* Shifts will be Monday to Friday either 9am to 5pm or 10am to 6pm
* These shifts will be allocated to you by HMRC, and the expectation will be that you are flexible across all shifts
The role of Customer Service Advisor - Telephony:
* Your primary role will be to provide a first-rate quality service through inbound telephony calls from customers regarding their tax accounts.
* You may also be required to undertake administrative work in addition to telephony work via HMRCs Digital Mail Service or work with customers on Web Chat.
* Following guidance, updating HMRC systems and handling customer data sensitively are key aspects of your role.
* You will help customers with their inquiries over the telephone, giving them more information, pointing them to the right guidance, or escalating their inquiries.
* You will seek to resolve customer queries at the first point of contact and use your communication skills to handle sometimes complex but rewarding conversations.
The ideal Customer Service Advisor - Telephony:
* Strong telephony skills and ability to communicate well with customers on the telephone and via other communication channels such as email and Web Chat.
* A can-do attitude and a real passion for supporting people.
* Confidence in IT use, particularly the use of MS Office packages.
* Ability to travel to one of the specified HMRC locations as and when required.
* Successful candidates must pass a DBS check and provide proof of Right to Work in the UK.
Training:
You will receive one week of in-house training to ensure you have the best knowledge to carry out your role, supported by a friendly management structure. Training will be a mix of self-learning and virtual classroom training on HMRC policies, processes, and systems. You will undertake live listening throughout the training period, and you will have the assistance of a buddy who will support you during the first couple of weeks.