HMRC Customer Service Advisor - Cardiff (378R) in Cardiff inCardiff PUBLISHED SAT 31 AUG 2024 Jump to job information section
HM Revenue & Customs r602WIxF
Job description
Location
Cardiff
About 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.
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.
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.
You'll be the first point of contact for our customers, providing a first-rate service by telephone, email or web chat.
Your duties will depend on the line of business you join; however, all business areas expect your duties will 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 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:
Alongside your salary of £25,, HM Revenue and Customs contributes £6,772 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.
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.
Selection process details
To help you p
Cardiff
About 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.
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.
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.
You'll be the first point of contact for our customers, providing a first-rate service by telephone, email or web chat.
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,
- using webchat and email to support our customers online,
- taking payments by phone and via our online services,
- discussing, calculating and collecting interest and penalties for late payments or late filing of tax returns.
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.
Alongside your salary of £25,, HM Revenue and Customs contributes £6,772 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 27% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.
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.
Selection process details
To help you p
Not sure?
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
Requirements
See the job description for full role requirements.
Benefits
Benefits are provided by the employer and will be confirmed during your application.
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More information related to this job opportunity, from jobsincare:
Useful skills for a HMRC Customer Service Advisor - Cardiff (378R):
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To work as a Customer Service Advisor for HMRC (Her Majesty's Revenue and Customs) in the UK, you will typically need a variety of skills and attributes, including:
1. Communication Skills: Strong verbal and written communication skills are essential for explaining complex information clearly to customers.
2. Listening Skills: Being able to listen to customer inquiries and concerns is vital in providing accurate assistance.
3. Problem-Solving Skills: You should be able to think critically and come up with effective solutions to customer issues.
4. Attention to Detail: HMRC deals with sensitive and precise financial information, so attention to detail is crucial.
5. Empathy and Patience: Dealing with tax and financial issues can be stressful for customers. Being empathetic and patient can help in managing difficult interactions.
6. IT Skills: Proficiency in using computer systems and software is required, as you will often be entering and retrieving information online.
7. Customer Focus: A strong commitment to providing excellent customer service and understanding customer needs is important.
8. Time Management: The ability to manage time effectively to handle multiple customer inquiries and tasks is essential.
9. Teamwork: Being able to work well with colleagues is important in a customer service environment.
10. Adaptability: The ability to handle changes and stay updated with evolving policies or processes within HMRC is essential.
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51.483699798583984 -3.168100118637085 Cardiff, Wales, United Kingdom 
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