HMRC
Location
Cardiff | United Kingdom
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, answering around 50 million calls and handling 15 million items of customer correspondence every year.
We’re striving to be the best customer service organisation in the UK, and we need enthusiastic people to help us achieve this.
Our services support customers on behalf of the entire department, dealing with a broad range of different and complex customer enquiries.
This is a great chance to start your career with HMRC and we offer real opportunities to progress and develop your career with us or the wider Civil Service if you choose.
See what it’s like to work at HMRC : find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.
Job descriptionOur 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.
The majority of roles available will be in our Debt Management Directorate.
The main duties will include:
Should vacancies arise in other lines of business within Customer Services Group, other main duties may include:
We work a variety of shifts between 7.45 am and 8 pm, 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 8 pm) 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 on a full-time basis, usually 6 weeks Monday to Friday between 9 am and 5 pm.
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
Our Professions – Customer Services Group at HMRC
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:
As well as competitive salaries and a generous annual leave entitlement, we offer a substantial package of benefits including:
Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.
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 tags
Salary
£24,278 per month
