Connecting Talent to opportunity

Connecting Talent to opportunity

Customer Service Advisor

Expired

Job Description:

At HMRC we have a vital purpose. We help people pay their tax and provide financial support to families and individuals. We make sure money is available to fund the UK’s public services such as hospitals and schools. We make it easy to get tax right and hard to bend or break the rules.

This is essential work, and our telephony and digital services support customers on behalf of the entire department – handling more than 50 million customer calls and answering around 15 million items of customer correspondence every year.

We are one of the largest organisations in the UK and it’s important that everyone working for us feels valued. We pride ourselves on our diverse and inclusive working culture.

What will you be doing?

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

Your primary role will be handling contact from customers effectively and efficiently across different lines of business.

You'll be the first point of contact for our customers, providing a first-rate service by telephone, email or webchat.

Your duties will depend on the line of business you join, however all business areas expect your duties to include:

  • speaking to customers on the phone, helping them with their questions or issues
  • taking payments by phone, letter and our online services
  • creating customer records and keeping them up to date
  • using webchat and email to support our customers online
Working patterns

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'll 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.

As a flexible employer, we consider part-time requests, however we do require you to complete your training on a full-time basis, usually 6 weeks Monday to Friday between 9am and 5pm.

You'll join a friendly and welcoming team, who will help you reach your potential. This is a great role to start your career with us here at HMRC, giving you real opportunities to progress and develop your career with us or the wider Civil Service if you choose.

What do we need from you?

No experience is necessary as you will be fully trained, but we would like you to be comfortable talking on the phone and 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 communication skills, both verbal and written in English language (and Welsh where required)
  • dedicated to providing a brilliant customer service
  • with a can-do attitude and a real passion for supporting people
  • with the personal resilience to work in a demanding and rewarding environment
  • able to provide information both quickly and clearly
  • comfortable handling different types of conversations
  • with an ability to do basic maths calculations
What can we offer you?

HMRC benefits include:

  • Civil Service Pension
  • 25 days' holiday, increasing by one day each year up to 30 days
  • Flexible working hours
  • At least 2 days a week working from home
  • Train season ticket loan
  • Access to apply for other Civil Service Jobs, before they go live to the public
  • Staff networks for race, LGBT, disability, gender, carers and more
Diversity and inclusion

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

Next steps

Select apply to view the full job advert on Civil Service Jobs. From there you can start your application which consists of:

  • an application form for basic personal information
  • a customer service skills test
  • entering your employment history (like a CV)
  • a video interview
  • Job Type

    Permanent, Full Time

  • Work Authorisation

    No

  • Industry Sector Customer Services