Customer Services Advisor

HM Revenue and Customs; Glasgow; On-site; GBP 20,000 - 25,000; Full time

Job summary

HMRC is seeking a dedicated Customer Service Advisor for their Glasgow team. You will act as the first point of contact for clients, providing essential advice and assistance through calls, emails, and web chat. With no prior experience required, the role offers comprehensive training, a commitment to work-life balance, and opportunities for career advancement in a meaningful public service environment.

Qualifications

• No experience is necessary; full training is provided.
• Drive and passion to make a difference.
• Comfortable discussing debt and writing notes.

Responsibilities

• Provide customer support primarily over the phone.
• Assist customers in paying their taxes and processing payments.
• Create and maintain customer records.

Skills

Verbal Communication

Written Communication

Customer Service

Basic Maths Skills

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.

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.

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).However we do require you to complete your training in the office on a full-time basis, between 6 and 12 weeks depending on business need, from 9am to 5pm.

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.

Behaviours

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

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