Customer Service Advisor - Manchester 394R nFTA inManchester inManchester PUBLISHED
WED 11 DEC 2024
UK Civil Service rWQLA8f1
Meaningful Work, Contribute to the nation's financial health by helping customers pay correct taxes and providing essential support.
Career Progression, Opportunities for advancement within HMRC and the wider Civil Service, allowing for professional growth.
Flexible Working, Options for hybrid working and flexible hours help maintain a healthy work-life balance.
Comprehensive Training, No prior experience necessary; full training provided ensuring you are well-prepared for your role.
Generous Leave Benefits, Starting with 25 days of annual leave, increasing with service, plus family-friendly policies.
Competitive Salary and Pension, A solid salary along with a significant employer contribution to your pension scheme.
Supportive Work Environment, A culture dedicated to personal support, coaching, and development, fostering a sense of belonging.
The role of Customer Service Advisor at HMRC in Manchester involves providing exceptional service to customers by handling inquiries through various communication channels, such as phone, email, and web chat. Advisors will address a wide range of customer issues, create and maintain records, assist with correct tax payments, and manage customer interactions in a fast-paced environment. Applicants do not need prior experience, as training will be provided, but strong communication skills and a commitment to delivering excellent customer service are essential. The position is offered on a fixed-term basis for up to two years, with opportunities for flexible working arrangements and potential career progression within HMRC or the wider Civil Service.
Successful candidates will receive a competitive salary, a comprehensive benefits package including a pension scheme, and generous leave entitlements. The role requires availability for varied shifts between 7:45 am and 8 pm, Monday to Saturday, with the possibility of working from home on select days. The training period will require full-time office attendance for six weeks. HMRC encourages a diverse workforce and welcomes applications from individuals seeking flexible work options.
Successful candidates will receive a competitive salary, a comprehensive benefits package including a pension scheme, and generous leave entitlements. The role requires availability for varied shifts between 7:45 am and 8 pm, Monday to Saturday, with the possibility of working from home on select days. The training period will require full-time office attendance for six weeks. HMRC encourages a diverse workforce and welcomes applications from individuals seeking flexible work options.
Contents
Manchester
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 its 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 UKs public services such as hospitals and schools, answering around 50 million calls and handling 15 million items of customer correspondence every year.
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.
Were striving to be the best customer service organisation in the UK, and we need enthusiastic people to help us achieve this.
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 7:45am 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.
This post is offered on a Fixed Term contract for up to 2 years.
As a Fixed Term employee of HMRC you will receive:
the same pay and conditions as permanent staff
the same or equivalent benefits package
information about permanent vacancies in the organisation
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.
You can find out more about what its 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 peoples lives, and need people:
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.
Things you need to know
Selection process detailsThis 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:
- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
Manchester
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 its 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 UKs public services such as hospitals and schools, answering around 50 million calls and handling 15 million items of customer correspondence every year.
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.
Were striving to be the best customer service organisation in the UK, and we need enthusiastic people to help us achieve this.
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,
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.
This post is offered on a Fixed Term contract for up to 2 years.
As a Fixed Term employee of HMRC you will receive:
the same pay and conditions as permanent staff
the same or equivalent benefits package
information about permanent vacancies in the organisation
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.
You can find out more about what its 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 peoples 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 £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.
Things you need to know
Selection process detailsThis 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
- Civil Service Customer Service Skills Test
- Application form
- Video interview
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More information related to this job opportunity, from jobsincare:
Here are 5 questions you could be
asked
if you apply for this job:
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1. Can you describe a time when you had to explain a complex issue to a customer? How did you ensure they understood?
2. What strategies do you use to communicate effectively with customers who may be upset or frustrated?
3. How do you adapt your communication style when dealing with different types of customers?
4. Can you provide an example of when you went above and beyond to deliver a great customer service experience?
5. What do you believe constitutes excellent customer service, particularly in a public service environment?
1. Can you describe a time when you had to explain a complex issue to a customer? How did you ensure they understood?
2. What strategies do you use to communicate effectively with customers who may be upset or frustrated?
3. How do you adapt your communication style when dealing with different types of customers?
4. Can you provide an example of when you went above and beyond to deliver a great customer service experience?
5. What do you believe constitutes excellent customer service, particularly in a public service environment?
Useful skills for a Customer Service Advisor - Manchester 394R nFTA:
Click to view
To work as a Customer Service Advisor in the UK, you should possess a variety of skills and qualities that will enable you to effectively assist customers and enhance their experience. Here are some important skills needed for the role:
1. Communication Skills: Strong verbal and written communication skills are essential for explaining information clearly and listening to customer inquiries and concerns.
2. Interpersonal Skills: The ability to build rapport with customers, work well in a team, and interact politely with people from diverse backgrounds is crucial.
3. Problem-Solving Skills: You should be able to quickly assess situations, understand customer needs, and offer effective solutions to problems.
4. Customer Focus: A genuine interest in helping others and a commitment to providing excellent service are key attributes for a successful Customer Service Advisor.
5. Patience and Empathy: Dealing with frustrated or upset customers requires a patient demeanor and the ability to empathize with their feelings.
6. Attention to Detail: Being able to accurately capture customer information and ensure that all customer transactions or inquiries are handled correctly is important.
7. Time Management: Effective prioritization and the ability to manage multiple tasks while maintaining a high level of service can improve overall efficiency.
8. Adaptability: The ability to adjust to changing situations, new products, or services and customer preferences is vital in a fast-paced work environment.
9. Computer Literacy: Familiarity with customer relationship management (CRM) software, Microsoft Office products, and other relevant technology is often required.
10. Teamwork: Collaborating with colleagues to ensure a seamless customer experience is important, as many customer service roles can involve working as part of a team.
11. Conflict Resolution: Skills in managing and resolving conflicts are beneficial when dealing with challenging customer interactions.
12. Product Knowledge: Understanding the products or services offered by your employer will help you provide accurate information and advise customers effectively.
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