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 a first-rate service via telephone, email, or web chat.
Your can-do attitude and passion for helping people are essential, as we will fully train you to handle various conversations and provide clear, quick information.
We will invest in your development through structured training, growth opportunities, and a clear path for advancement.
We pride ourselves on our supportive, inclusive culture at HMRC, emphasizing work-life balance.
The work we do is meaningful, supporting public services and ensuring the timely payment of benefits. Our work positively impacts society, and 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, offering essential advice and assistance primarily over the phone.
Responsibilities:
* Talking to customers on the phone, assisting with their questions or issues.
* Helping customers pay the correct amount of tax at the right time.
* Processing payments via phone and online services.
* Creating and updating customer records.
* Supporting customers online through webchat and email.
We are flexible employers and will consider part-time requests (minimum of 25 hours per week), covering various shifts. All shift patterns, working days, and hours will be discussed with your manager. Pay and annual leave will be pro-rata if your request is agreed.
Note: You must complete your training in the office full-time for 6 to 12 weeks, from 9 am to 5 pm, depending on business needs.
Person Specification
What are we looking for?
No prior experience is required as full training will be provided, but comfort in talking on the phone and discussing debt with customers is preferred.
You should also be comfortable writing notes, as this is primarily a phone-based role.
We seek individuals with the drive and passion to make a difference, who are:
* Excellent in verbal and written communication in English (and Welsh where required)
* Dedicated to providing excellent customer service
* Possessing a can-do attitude and passion for supporting others
* Resilient in demanding yet rewarding environments
* Able to provide information quickly and clearly
* Comfortable handling various types of conversations
* Possessing basic maths skills
This role is not eligible for ‘skilled worker’ sponsorship.
The Home Office has specific sponsorship eligibility rules, including a minimum salary requirement of £38,700. In some cases, this can be reduced to £30,960 via ‘tradable points,’ but this role pays below both amounts and is therefore not eligible.
Behaviours
We will assess you against these behaviours during the selection process:
* Managing a Quality Service
* Delivering at Pace
* Communicating and Influencing
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