Customer Service Advisor (422R) Manchester nFTA

HM Revenue & Customs; Manchester; On-site; GBP 20,000 - 30,000; Full time

Job description

Manchester

Job Summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

At HMRC we have a vital purpose. We help people pay the correct amount of tax and provide financial support to families and individuals. We make sure money is available to fund the UK’s public services such as hospitals and schools, answering around 50 million calls and handling 15 million items of customer correspondence every year.

Our services support customers on behalf of the entire department, dealing with a broad range of different and complex customer enquiries.

This is a great chance to start your career with HMRC and we offer real opportunities to progress and develop your career with us or the wider Civil Service if you choose.

We’re striving to be the best customer service organisation in the UK, and we need enthusiastic people to help us achieve this.

Job Description

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.

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.

(The team you are allocated to is decided when you are successful in your application)

This post is offered on a Fixed Term contract for up to 2 years.
As a Fixed Term employee of HMRC you will receive:

1. the same pay and conditions as permanent staff
2. the same or equivalent benefits package
3. information about permanent vacancies in the organisation.

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:

1. With great communication skills, both verbal and written in English language (and Welsh where required)
2. Dedicated to providing a brilliant customer service
3. With a can-do attitude and a real passion for supporting people
4. With the personal resilience to work in a demanding and rewarding environment
5. Able to provide information both quickly and clearly
6. Comfortable handling different types of conversations
7. With an ability to do basic maths calculations.

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.

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).

Behaviours

We'll assess you against these behaviours during the selection process:

1. Managing a Quality Service
2. Delivering at Pace
3. Communicating and Influencing

Selection process details

This vacancy is using Success Profiles and will assess your Behaviours, Ability and Experience.

To help you prepare, below is a rundown of what to expect during the selection process:

1. Eligibility form
2. Application form
3. Civil Service Customer Service Skills Test
4. Video interview

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.

Note: This role is not eligible for ‘skilled worker’ sponsorship.

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.

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.

Questions relating to an individual application must be emailed as detailed later in this advert.