Customer Service Advisor (Newcastle)

Brook Street; Newcastle upon Tyne; Hybride; GBP 27 000 - 29 000; Plein temps

Avantages offerts par ce poste

34 days annual leave pro rata

IT equipment provided

Home-based working

Résumé du poste

HMRC is seeking a Customer Service Advisor to handle inbound telephony queries about tax accounts from a home-based setup in the UK. The role will require occasional attendance at an HMRC site within an hour of Newcastle for induction, IT collection and business needs.

Starting in November 2026, the assignment is initially 3 months with potential extension. Shifts are 37 hours per week, typically 9am–5pm or 10am–6pm, and equipment is supplied for home-based work.

Qualifications

• Strong telephony skills and ability to communicate well with customers via phone and online channels.
• Willingness to travel to HMRC locations to collect/return IT equipment.
• Ability to pass DBS check and provide Right to Work in the UK.

Responsabilités

• Provide high-quality telephony service for inbound customer queries about tax accounts.
• Update HMRC systems and handle customer data sensitively.
• Assist customers via Digital Mail Service or Web Chat as required.
• Escalate complex issues to ensure customers receive the necessary guidance.

Connaissances

Telephony skills

Customer service

IT proficient

MS Office

Outils

MS Office

Description du poste

HMRC Customer Service Advisor - Telephony
Newcastle: NE98 1ZZ - Applicants must be able to attend this HMRC office on day 1 to collect IT. MUST LIVE IN NEWCASTLE
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 and you will play 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, so we are looking for people who are comfortable with working in this type of role and environment.
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.
An excellent package is offered, including:

• £14.56 per hour pay rate (equivalent to £28,000 yearly salary)

• Start date November 2026 upon successful completion of government screening checks

• Expected assignment length, 3 months with the possibility of extension

• Accrual of up to 34 days paid annual leave pro rata available (inclusive of bank holidays)

• Home-based working with all IT equipment supplied to carry out your role

• 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.

• Applicants must be able to attend an HMRC office within one of these locations as and when required. - Day 1 collection of IT equipment is a necessity.

Key Responsibilities

• 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 will be key aspects of your role to support the delivery of world-class customer service.

• You will help and support customers with their enquiries over the telephone - giving them more information, pointing them to the right guidance or escalating their enquiry so they are able to get the answers they need to support themselves, their clients, and their businesses.

• You will seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex but rewarding conversations.

What are we looking for

• Strong telephony skills and the ability to communicate well with customers on the telephone and via other communication channels such as email and Web Chat where required.

• A can-do attitude and a real passion for supporting people.

• You will be trained on several software packages but being a confident IT user is essential for the role, particularly the use of MS Office packages.

• Whilst this is a home-based role, you must be able to travel to one of the specified HMRC locations as and when required, including to collect and return IT

• Candidates applying must be able to pass a Standard DBS check and provide proof of Right to Work in the UK.

Training

• You will receive 1 week of online training to ensure you have the best knowledge to carry out your role and you will have a supportive and friendly management structure to support you on a day-to-day basis. Our teams keep in touch using Microsoft Teams and, although you will be working from home, you will feel part of the HMRC wider community and be able to keep in touch with your line manager as well as colleagues joining HMRC at the same time as you.

• Training will be a mixture of self-learning and virtual classroom training on HMRC policies, processes and systems including telephony. You will undertake live listening throughout the training period, and you will have the assistance of a buddy who will be there to support you during the first couple of weeks.

For successful applicants, HMRC may collect and use personal information about you before, during and after your working relationship with us, in accordance with data protection law including the UK General Data Protection Regulation and the Data Protection Act 2018. The types of information may include Information about criminal convictions/allegations and offences.