Customer Service Advisor (441R) Leeds nFTA

HM Revenue & Customs; Leeds; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

Join HM Revenue & Customs as a Customer Service Advisor in Leeds, where you'll support customers with their tax inquiries. This role offers full training, a supportive work environment, and flexible working arrangements, including hybrid options. With no prior experience necessary, this is an excellent opportunity to start your career in the Civil Service.

Benefits

Pension contributions

Generous leave

Family policies

Personal support

Development opportunities

Qualifications

• No prior experience necessary; full training provided.
• Comfortable talking on the phone and discussing debt.

Responsibilities

• Assist customers via phone, email, or web chat.
• Help customers pay the correct amount of tax.
• Create and update customer records.

Skills

Communication skills

Resilience

Clarity in information delivery

Basic math skills

Job description

Customer Service Advisor (441R) Leeds nFTA

Join to apply for the Customer Service Advisor (441R) Leeds nFTA role at HM Revenue & Customs.

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 about what it’s really like to work at HMRC.

Leeds

Our services support customers on behalf of the entire department, dealing with a broad range of complex customer enquiries. This role offers a great opportunity to start your career with HMRC, with prospects for progression and development within the Civil Service.

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

See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions related to an individual application should be emailed as detailed later in this advert.

Job Description

Our Customer Service Advisors are the voice of HMRC, using excellent communication skills to provide the best experience for our customers. You will be the first point of contact via telephone, email, or web chat, helping customers with their questions and issues.

We provide full training and development opportunities, and foster a supportive, inclusive culture emphasizing work-life balance.

Responsibilities include:

• Speaking to customers on the phone, assisting with questions or issues.
• Helping customers pay the correct amount of tax at the right time.
• Taking payments through phone and online services.
• Creating and updating customer records.
• Supporting customers online via webchat and email.

If allocated to our Debt Management team, duties will also include discussing, calculating, and collecting interest and penalties for late payments or late filing of tax returns.

We work shifts between 7:45am and 8pm, Monday to Saturday, with a maximum of one late shift per week and six Saturdays per year.

Training is in-office for 6-12 weeks, full-time, Monday to Friday, 9am-5pm, in your designated Regional Centre. Details will be confirmed upon employment start. During training, leave is generally not permitted.

This is a fixed-term role for up to 2 years, offering pay and benefits comparable to permanent staff, including pension contributions and flexible working policies.

Join us at our virtual event on Friday 30th May, 13:30-14:30, to learn more and ask questions. To attend, register via the provided form.

Person Specification

No prior experience is necessary as full training is provided. You should be comfortable talking on the phone, discussing debt, and writing notes. Key qualities include excellent communication skills, a can-do attitude, resilience, clarity in information delivery, and basic math skills.

Applicants from other government departments may apply as external candidates, but roles are temporary and offered as loan opportunities.

Behaviours assessed during selection:

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

Salary: £26,770 plus pension contributions. HMRC supports flexible and hybrid working arrangements, including working from home two days a week.

Additional benefits include generous leave, family policies, personal support, and development opportunities.

Application process involves eligibility checks, application form, Civil Service Customer Service Skills Test, and a video interview. Full details and guidance are provided in the advert.

For any accessibility needs, contact the recruitment team at [e-mail].

HMRC is committed to diversity and inclusion, welcoming applications from all backgrounds and promoting equal opportunities.