Customer Service Advisor

HM Revenue and Customs; Leeds; On-site; GBP 20,000 - 25,000; Full time

Job summary

HM Revenue and Customs is seeking dedicated Customer Service Advisors to provide essential support to customers. You'll engage with customers primarily over the phone, assisting with inquiries and payment processing. Full training will be provided, and the role offers a supportive culture emphasizing work-life balance and career advancement.

Benefits

Structured training and development opportunities

Same pay and conditions as permanent staff

Equivalent benefits package

Qualifications

• No experience necessary; full training provided.
• Comfortable talking on the phone and discussing debt.
• Ability to write notes as this is mainly a phone-based role.

Responsibilities

• Provide first-rate service by telephone, email, or web chat.
• Help customers pay the correct amount of tax.
• Create and update customer records.

Skills

Communication skills

Resilience

Customer service orientation

Basic maths calculations

Job description

Job description

Our Customer Service Advisors are the voice of HMRC, using their brilliant communication 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:

1. Speaking to customers on the phone, helping them with their questions or issues.
2. Helping customers to pay the correct amount of tax at the right time.
3. Taking payments by phone and via our online services.
4. Creating customer records and keeping them up to date.
5. Using webchat and email to support our customers online.

If you are allocated to our Debt Management team, your duties will also include:

1. 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 7:45 am and 8 pm, 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 8 pm) and a maximum of 6 Saturdays each year.

However, we do require you to complete your training in the office on a full-time basis, between 6 and 12 weeks depending on business need, from 9 am to 5 pm.

During your induction training programme, which will last between 6-12 weeks, you will be expected to work full-time 37 hours per week, with your working pattern Monday – Friday between 9 am and 5 pm.

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.

This post is offered on a Fixed Term contract for up to 2 years.

As a Fixed Term employee of HMRC, you will receive:

• The same pay and conditions as permanent staff
• The same or an equivalent benefits package
• Information about permanent vacancies in the organization

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 notes, as this is mainly a phone-based role.

We are looking for individuals with the drive and passion to make a difference in people’s lives, and who:

• Have great communication skills, both verbal and written, in English (and Welsh where required)
• Are dedicated to providing excellent customer service
• Possess a can-do attitude and a passion for supporting people
• Have personal resilience to work in a demanding but rewarding environment
• Can provide information quickly and clearly
• Are comfortable handling different types of conversations
• Have the ability to do basic maths calculations

Serving members of other government departments

Serving permanent members of staff from other Government departments are eligible to apply for externally advertised fixed-term appointments. These posts are temporary, and if successful, they must be offered as a loan opportunity. Managers must notify the Unity Business Services, HR Operations, that this is a loan, and that the individual will return to their home department at the end of the employment period.

Behaviours

We will assess you against these behaviours during the selection process:

• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing