Congratulations on your new Job! Full training and resources will be provided to you once you start, however when I started in the same position I read a lot of background reference material on phone handling from various online sources like the Indeed website. I also looked at assertiveness and signposting on calls from the internet too as at that time I hadn't experience on telephony just face to face. I found it useful. Best of Luck!

05 August, 2025 13:30

Hi, Welcome to HMRC. Your learning will begin a few days after you have settled in your team. Your training will be a mix of Kallidus learning, which is essentially online self-learning and classroom learning. Once you have completed your training, you will be assigned a buddy. Don't worry, your manager and your team will support you once you start your role.

05 August, 2025 13:30

Congratulations on your success with your new role. HMRC is paying more attention to the customer journey through HMRC, no matter their stage. I would check out the videos on HMRC Youtube page. This gives a good idea of what stages a customer can be at and what sorts of queries you may deal with in the future. This will also help your confidence in helping customers go online and self serving.

05 August, 2025 14:21