Customer Services Advisor

HM Revenue and Customs; City of Edinburgh; On-site; GBP 22,000 - 25,000; Full time

Job summary

A government department is seeking a Customer Service Advisor in Edinburgh to provide frontline support to customers via phone, email, and web chat. This role involves helping customers with tax-related inquiries. Ideal candidates should possess strong verbal and written communication skills, a passion for customer service, and a willingness to learn, as full training will be provided.

Benefits

Structured training and development

Supportive and inclusive culture

Work-life balance emphasis

Qualifications

• No prior experience is necessary; full training is provided.
• Comfortable with phone communication and discussing sensitive topics.

Responsibilities

• Assist customers over the phone with their questions.
• Help customers ensure correct tax payments.
• Handle customer records and maintain accuracy.
• Provide support via webchat and email.

Skills

Verbal communication

Written communication

Customer service orientation

Basic maths skills

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

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

To find out more about the role see our full advert for more information and videos on what it's like to be a Customer Services Advisor here at HMRC.