Customer Services Advisor

HM Revenue and Customs; Portsmouth; On-site; GBP 20,000 - 30,000; Part time

Job summary

An established industry player is seeking dedicated Customer Service Advisors to provide exceptional support to customers. In this role, you will be the first point of contact, delivering vital assistance via phone, email, and web chat. With a strong emphasis on training and development, you'll have the opportunity to grow within a supportive and inclusive environment. This position not only offers flexible working arrangements but also allows you to make a meaningful impact on public services. If you are passionate about helping others and eager to learn, this role is perfect for you.

Qualifications

• No prior experience is required; full training will be provided.
• Comfort in talking on the phone and discussing debt with customers is preferred.

Responsibilities

• Assist customers with questions or issues via phone.
• Help customers pay the correct amount of tax on time.
• Create and update customer records.

Skills

Verbal Communication

Written Communication

Customer Service

Basic Maths Skills

Resilience

Job description

Job description

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

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 people are essential, as we will fully train you to handle various conversations and provide clear, quick information.

We will invest in your development through structured training, growth opportunities, and a clear path for advancement.

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

The work we do is meaningful, supporting public services and ensuring the timely payment of benefits. 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, offering essential advice and assistance primarily over the phone.

Responsibilities:

• Talking to customers on the phone, assisting with their questions or issues.
• Helping customers pay the correct amount of tax at the right time.
• Processing payments via phone and online services.
• Creating and updating customer records.
• Supporting customers online through webchat and email.

We are flexible employers and will consider part-time requests (minimum of 25 hours per week), covering various shifts. All shift patterns, working days, and hours will be discussed with your manager. Pay and annual leave will be pro-rata if your request is agreed.

Note: You must complete your training in the office full-time for 6 to 12 weeks, from 9 am to 5 pm, depending on business needs.

Person Specification

What are we looking for?

No prior experience is required as full training will be provided, but comfort in talking on the phone and discussing debt with customers is preferred.

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

We seek individuals with the drive and passion to make a difference, who are:

• Excellent in verbal and written communication in English (and Welsh where required)
• Dedicated to providing excellent customer service
• Possessing a can-do attitude and passion for supporting others
• Resilient in demanding yet rewarding environments
• Able to provide information quickly and clearly
• Comfortable handling various types of conversations
• Possessing basic maths skills

This role is not eligible for ‘skilled worker’ sponsorship.

The Home Office has specific sponsorship eligibility rules, including a minimum salary requirement of £38,700. In some cases, this can be reduced to £30,960 via ‘tradable points,’ but this role pays below both amounts and is therefore not eligible.

Behaviours

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

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