Customer Services Advisor

HM Revenue and Customs; City of Edinburgh; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking dedicated Customer Service Advisors to provide exceptional support to customers. This role offers comprehensive training and a clear progression path, allowing you to thrive in a supportive environment that values work-life balance. As the first point of contact, you'll engage with customers via phone, email, and web chat, delivering essential advice and assistance. Your positive attitude and passion for helping others will contribute to meaningful public service, ensuring timely benefit payments and supporting societal needs. Join a team where your efforts make a real difference.

Qualifications

• No prior experience is necessary; comprehensive training will be provided.
• Comfort in speaking on the phone and discussing debt with customers is preferred.

Responsibilities

• Engaging with customers over the phone to address their questions or issues.
• Assisting customers in paying the correct amount of tax on time.
• Creating and maintaining accurate customer records.

Skills

Verbal Communication

Written Communication

Customer Service

Basic Math Skills

Resilience

Job description

Job description

Our Customer Service Advisors are the voice of HMRC, using their excellent communication skills to provide our customers with the best possible experience.

HMRC is seeking a dedicated Customer Service Advisor to join our team.

You will be the first point of contact for our customers, delivering a first-rate service via telephone, email, or web chat.

Your can-do attitude and passion for helping others are essential, as we will fully train you to handle various conversations and provide clear, concise information.

We will support your development through structured training, growth opportunities, and a clear progression path.

We pride ourselves on our supportive, inclusive culture at HMRC, emphasizing work-life balance.

The work we do is meaningful, from supporting public services to ensuring timely benefit payments. Our work positively impacts society, and by joining us, you will 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, mainly over the phone.

Responsibilities

• Engaging with customers over the phone to address their questions or issues.
• Assisting customers in paying the correct amount of tax on time.
• Processing payments via phone and online services.
• Creating and maintaining accurate customer records.
• Supporting customers online through webchat and email.

If assigned to our Debt Management team, your duties will also include:

• Discussing, calculating, and collecting interest and penalties for late payments or late tax return filings.

• (Your team assignment will be determined upon successful application.)
• We operate a variety of shifts between 7:45 am and 8 pm, Monday to Saturday, to meet customer needs.
• You will work a maximum of one late shift per week (until 8 pm) and up to six Saturdays per year.
• Many customer service roles offer the flexibility to work from home two days a week, including Saturday and 8 pm shifts.
• On office days, you will work at the location specified in the job title.
• We are flexible and open to part-time requests (minimum 25 hours/week), with shift patterns, working days, and hours discussed upon hiring. Pay and annual leave are prorated accordingly. However, full-time attendance in the office for training (6-12 weeks, 9 am to 5 pm) is required.

Person Specification

What are we looking for?

No prior experience is necessary as comprehensive training will be provided. However, comfort in speaking on the phone and discussing debt with customers is preferred.

You should also be comfortable taking notes, as this is primarily a phone-based role.

We seek individuals with the drive and passion to make a difference, with qualities such as:

• Excellent verbal and written communication skills in English (and Welsh where required)
• A dedication to providing outstanding customer service
• A positive, can-do attitude and passion for supporting others
• Resilience to thrive in a demanding yet rewarding environment
• The ability to convey information clearly and efficiently
• Comfort in handling various types of conversations
• Basic math skills

Behaviours

We will assess candidates against these behaviours during the selection process:

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