Hmrc Customer Service Advisor - Liverpool, United Kingdom - HM Revenue and Customs

HM Revenue and Customs

Verified Company

Liverpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £25,082 - £25,082

A Civil Service Pension with an average employer contribution of 27%
Job grade:
Administrative Officer
Contract type:
Permanent
Business area:
HMRC
Customer Service
Other
Across all Customer Services Business areas
Type of role:
Operational Delivery
Working pattern:
Flexible working, Fulltime, Job share, Parttime
Number of jobs available:
280Contents

Location

About the job

Benefits:

Things you need to know

Location

LiverpoolAbout the job

Job summary:

Discover a career in your hands at HMRC.

Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC.

Visit our YouTube channel to watch the full series and come and discover your potential.

At HMRC we have a vital purpose. We help people pay the correct amount of 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.

Job description:

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.

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

speaking to customers on the phone, helping them with their questions or issues,

- creating customer records and keeping them up to date,
- helping customers to pay the correct amount of tax at the right time,
- taking payments by phone and via our online services,

If you are allocated to our Debt Management directorate your duties will also include:

discussing, calculating and collecting interest and penalties for late payments or late filing of tax returns.

The Line of Business you are allocated to is decided at the time a formal offer is made depending on where resource is needed.

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 expect you to complete your training in the office 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:

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.

Benefits: