Overview

Location – Manchester

Hours – Full and Part-time available

Salary -£21,249 – £22,084 (pro-rata for part-time)


About the job

Summary

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve.

We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you.

Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

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. We make it easy to get tax right and hard to bend or break the rules.

This is essential work, and our telephony and digital services support customers on behalf of the entire department – handling more than 50 million customer calls and answering around 15 million items of customer correspondence every year.

We are one of the largest organisations in the UK and it’s important that everyone working for us feels valued. We pride ourselves on our diverse and inclusive working culture.

Job description

Are you great with people, helpful and enthusiastic?

If this sounds like you, then you could be the Customer Service Advisor that we’re looking for. You’ll be the first point of contact for our customers, providing a first-rate service primarily by phone, also dealing with letter, email and webchat correspondence.

You’ll deal with a range of different customer enquiries and questions, aiming to resolve these first time. No experience is necessary as we’ll fully train you. Our job is to support you while you support our customers.

It’s your enthusiasm, helpful manner and willingness to learn that we need. As this is mainly a telephony role, we would like you to feel comfortable chatting on the phone, writing up notes and be keen to help others.

You’ll join a friendly and welcoming team, who will help you reach your potential. This is a great role to start your career with us here at HMRC, giving you real opportunities to progress and develop your career with us or the wider Civil Service if you choose.

Working Arrangements

We work a variety of shifts to make sure we’re able to help customers when they need us.
You will work up to 37 hours per week, covering various shifts between 7:45am and 8pm, Monday to Saturday.
You will work a maximum of one evening shift per week (which will finish at 8pm at the latest) and a maximum of six Saturdays a year.

We recognise the importance of flexibility for our staff, so where your role is suitable you will be able to work from home for two days a week (sometimes more if the business agrees) if this works for you. This includes late and weekend shifts.

You can ask to work part time, although – depending on business area – we can’t promise your request can always be accommodated. (Part time is a minimum of 25 hours per week covering variety of shifts. Pay and annual leave will be pro-rata if we can agree your request.)

Responsibilities

You’ll need to demonstrate:

• Great communication skills – both verbal and written
• Dedication to providing a brilliant service for our customers
• That you are comfortable handling different types of conversations at pace
• Ability to provide information quickly and clearly
• Can-do attitude and a real passion for supporting people
• Your ability in maths and that you can do basic calculations

We’re striving to be the best customer service organisation in the UK and we need enthusiastic people to help us achieve this.

Behaviours

We’ll assess you against these behaviours during the selection process:

  • Managing a Quality Service
  • Delivering at Pace
  • Communicating and Influencing

Benefits

As well as competitive salaries and a generous annual leave entitlement, we offer a substantial package of benefits including:

• Excellent training and career progression
• Competitive pensions
• Learning and development tailored to your role
• A culture encouraging inclusion and diversity

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in ‘Your little extras booklet’ for further information