Customer Services Advisor

HM Revenue and Customs; East Kilbride; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A government agency in the UK is looking for a Customer Service Advisor to provide support to customers through various communication channels. Train to handle inquiries, assist with payments, and address customer needs. Ideal candidates are passionate about helping others, with strong verbal and written communication skills. This position offers flexible working arrangements, including the possibility of remote work for part of the week.

Benefits

Structured training and development opportunities

Work-life balance

Supportive and inclusive culture

Qualifications

• No experience is necessary as full training will be provided.
• Must be comfortable talking on the phone and discussing sensitive topics.
• Ability to record notes quickly and accurately.

Responsibilities

• Assist customers with their inquiries via phone, email, and web chat.
• Help customers to make payments and create customer records.
• Discuss and calculate interest and penalties for late payments if in Debt Management.

Skills

Verbal communication skills

Written communication skills

Basic maths skills

Customer service orientation

Can-do attitude

Resilience

Job description

Job description

Our Customer Service Advisors are the voice of HMRC, using their brilliant communications skills to give our customers the best possible experience.

Overview

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.)

Working hours and flexibility

As a flexible employer, we will consider part‑time requests. (Part‑time is a minimum of 25 hours per week covering a 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 on your request.)

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 8pm shifts.

On the days you attend the office, you will be working in the location shown in the title heading of this advert.

Induction and training

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 the 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.

Behaviours

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

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

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).