Customer Services Advisor

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.

You'll be the first point of contact for our customers, providing a first-rate service by telephone, email or web chat.

The main duties will include:

??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
?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 7:45am 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.

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? 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

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