Customer Services Advisor

HM Revenue and Customs; City of Edinburgh; Hybrid; GBP 28,000 - 33,000; Full time

Job summary

A public-sector agency is seeking a dedicated Customer Service Advisor in Edinburgh. The role involves assisting customers primarily through phone and online interactions. Key responsibilities include guiding customers on tax matters and maintaining customer records. Applicants should possess strong communication skills and a can-do attitude. The organization offers structured training, opportunities for advancement, and supports a flexible working environment. A salary of £28,016, alongside pension contributions and generous leave, is provided.

Benefits

Civil Service pension contributions

Flexible working arrangements

Generous leave allowance

Qualifications

• No prior experience required as full training will be provided.
• Comfortable speaking on the phone and discussing sensitive topics.
• Ability to write notes during calls.

Responsibilities

• Provide assistance to customers over the phone, email, and webchat.
• Help customers ensure correct tax payments.
• Manage customer records and details.

Skills

Verbal communication skills

Written communication skills

Basic maths skills

Customer service dedication

Resilience

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.

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

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

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

• 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 7:45am 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.

HMRC is an office‑based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time).

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).

During your induction training programme

which will last between 6‑12 weeks, you will be expected to work full time 37 hours per week and your working pattern will be Monday – Friday between 9.00am and 5.00pm. 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.

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 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:

• With great verbal and written communication skills in English (and Welsh where required)
• Dedicated to providing brilliant customer service
• With a can‑do attitude and passion for supporting people
• With a resilience to work in a demanding and rewarding environment
• With the ability to provide information quickly and clearly
• Comfortable in handling various types of conversations
• To have basic maths skills

This role is not eligible for sponsorship

The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £41,700. In some cases, the minimum can be reduced to £33,400 (via ‘tradable points’) but this role pays below both amounts and therefore is not eligible.

Behaviours

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

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

Benefits

Alongside your salary of £28,016, HM Revenue and Customs contributes £8,116 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

Diversity and Inclusion

At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve.

Diverse perspectives and experiences are critical to our success, and we welcome applications from all people, from all backgrounds, with the experience and skills needed to perform this role.

We’re committed to creating a great place to work for all our colleagues here at HMRC and want everyone to feel valued and supported to achieve their potential.