Connecting Talent to opportunity

Connecting Talent to opportunity

Customer Services Consultant


Job Description:

Make HMRC your calling!

At HMRC we’re focused on getting tax right, for everyone.

We’re all doing our bit to make a difference, whether that’s helping customers pay their tax and claim financial support, or making it hard for the dishonest minority to cheat the system.

We couldn’t do all this without our dedicated and very important workforce. We’re one of the largest organisations in the UK, and we pride ourselves on our diverse and inclusive working culture.

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.

Job description

Are you great with people, helpful and enthusiastic?

If this sounds like you, then you could be just the Customer Services Consultant we’d be proud to employ at HMRC. You’ll be the first point of contact for our customers, providing a first-rate service by phone, letter, email and webchat.

You’ll actively seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex yet rewarding conversations. Don’t worry, you’ll get training on how to deal with any complex calls, our job is to support you whilst you help us support our customers.

As a Customer Services Consultant at HMRC, you’ll get real responsibility and opportunities to shine and develop your career with us. You’ll join a friendly and welcoming team and receive plenty of support to help you reach your potential.

No experience is necessary as full training will be given. It’s your enthusiasm, helpful manner and willingness to learn that we require. What we do ask however is that you feel comfortable with chatting on the phone, have good writing skills and are keen to help others.

Working Arrangements

Our working arrangements are 37 hours per week Monday to Saturday to ensure we can provide a great service to our customers as well as providing flexibility to our employees.

From 1 June, our working arrangements for everyone will be:
• Start times of 7:45am at the earliest to make sure we’re ready to help our customers as soon as we open at 8am.
• A maximum of one evening (after 5pm) per week, which will finish at 8pm at the latest
• Swapping a weekday for a Saturday up to six times a year.

Part-time working opportunities (minimum 25 hours per week covering various patterns during our opening times) can be considered but business need will dictate whether your request can be accommodated.

HMRC is right at the heart of the government’s action plan to tackle the impact of the pandemic. Therefore, business hours may have to adapt to respond to the changing needs of our customers.

With this in mind, please only continue with your application if you are able to commit to this type of work pattern.

Part-time hours: The pay and annual leave for the vacancy will be pro-rata for successful part-time positions.

Please note: The reason we are launching this recruitment campaign is to ensure we have sufficient resource available for the future to cover our recruitment needs for the next 12 months.


You’ll need to be able to demonstrate:

• Great communication skills – both written and verbal
• Dedication to providing a brilliant service for our customers
• Ability to handle both enjoyable and fast-paced conversations
• Ability to provide information, quickly and clearly
• Can-do attitude and a real passion for supporting people
• Proficiency in maths and the ability to deal with basic calculations

We’re striving to be the best customer service organisation in the UK and we need fantastic people like you to help us achieve this.

HMRC are an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.


  • Job Type

    Permanent, Full Time

  • Work Authorisation


  • Industry Sector Public Sector & Services
  • Years Experience

    Less than 1 year