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.)

You can find out more about what it's like being a Customer Service Advisor at HMRC on the Civil Service Careers website .

Watch these videos to find out more about Customer Service roles at HMRC:

Our Professions - Customer Service Advisor at HMRC

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Our Customer Service Advisor role - all you need to know

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.

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, usually 6 weeks Monday to Friday between 9am and 5pm.

Benefits

Alongside your salary of £26,637, HM Revenue and Customs contributes £7,716 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary.

• Family friendly policies.

• Personal support.

• Coaching and development.

To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders .

Things you need to know

Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths, Ability and Experience.

To help you prepare, below is a rundown of what to expect during the selection process:

• Eligibility form
• Application form
• Civil Service Customer Service Test
• Video interview

We acknowledge that AI can assist you in your application. Find our guidelines here.

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake, please contact us via: csgrecruitmentqueries@hmrc.gov.uk- Use the subject line to insert appropriate wording for example - 'Please re-open my application - 380219 & vacancy closing date 17th December 2024 To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

After submission of the first stage of your application, you will be invited to complete a Civil Service Customer Service Test , If you successfully pass the test, you will be invited to complete the final stage of the application.

Guidance and details on how to access the test will be given to you before you take it. Please allow yourself plenty of time to complete it, as there will be no technical help or guaranteed assistance after 08:00am on 17/12/2024.

Please complete the online test as soon as possible (within 24 to 48 hours is recommended), the closing date for the test is 14:00 on 17/12/2024. If you fail to complete the online test before the deadline your application will be withdrawn.

Guidance for the test will be available when you are invited to take the test. The test is administered online and accessed via the CS Jobs website.

Please ensure that any technical issues with the test are reported - - with supporting evidence - prior to 08 :00 on 17/12/2024. There will be no extension to the deadline for completing the test.

Please also be advised that Online Tests may only be one element of the application process. You should ensure you set aside plenty of time to undertake the full application process for this role. Late applications will not be accepted.

Please note:

The online tests will not be available at the following times due to routine maintenance:

• Saturday 30 November: 1:00 am for up to 4 hours
• Sunday 15th December: Between 5pm and 8pm

As part of the application process you will be asked to complete a CV. Further details around what this will entail are listed on the application form.

If you are invited to an interview, it will be a video interview, based on Civil Service Strengths. We will send you full instructions on how to access it, what ID you'll need to show us, and what it involves. Please read through these carefully, it will help you to be fully prepared.

After you receive your interview in vite, you'll have 7 days to complete and submit the interview. If yo u won't be able to do this in time, please contact us with your reasons before the deadline at csgrecruitmentqueries@hmrc.gov.uk . Unfortunately, if you don't contact us in time your application will be withdrawn.

If a high number of applications are received, we may implement an interview approach whereby if you fail to achieve the minimum standard on any of the questions, the assessors will not mark the remainder of the interview. If your responses consistently demonstrate the required level in these areas, we will continue with a full evaluation.

To help you develop your skills, you will receive feedback on all scored responses.

Interview dates to be confirmed.

A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account.

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

• Contact the UBS Recruitment Excellence Team via csgrecruitmentqueries@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional.

Diversity and Inclusion

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

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.

We're committed to creating a great place to work for all our colleagues here at HMRC and want everyone to feel valued and supported to achieve their potential.

Click here for more information on how we make this happen.

Important information for existing HMRC contractual homeworkers:

Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role.

Terms and Conditions

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'contact point for applicants' section.

Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Volume Recruitment Team
• Email : csgrecruitmentqueries@hmrc.gov.uk

Recruitment team

• Email : csgrecruitmentqueries@hmrc.gov.uk

Further information
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via csgrecruitmentqueries@hmrc.gov.uk. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.

Attachments
Combined TC and OGD Pay - English 1 Opens in new window (pdf, 256kB)