Customer Service Advisor - Nottingham (576R)
HM Revenue and Customs
Job Description
Our Mission and Impact
At HMRC, we serve a vital and far-reaching purpose: empowering individuals and families by ensuring correct tax contributions and providing essential financial support. Our work directly underpins the UK's critical public services, funding institutions from hospitals to schools, as we manage approximately 50 million calls and 15 million items of customer correspondence annually. We are committed to achieving our vision of becoming the UK's leading customer service organisation, driven by a profound dedication to public service.
Job Summary
Discover a rewarding career as a Customer Service Advisor at HMRC in Nottingham. In this pivotal role, you will serve as the initial point of contact for our diverse customer base, delivering essential advice and assistance primarily through phone interactions, complemented by email and web chat support. We are seeking individuals with a proactive, "can-do" attitude and a genuine passion for helping people, adept at navigating varied conversations and providing clear, timely information. We are invested in your professional growth, offering structured training, continuous development opportunities, and clear pathways for career advancement within HMRC and the wider Civil Service.
Key Responsibilities
- Engage with customers via telephone, effectively addressing their questions and resolving issues.
- Guide customers in accurately and promptly fulfilling their tax obligations.
- Process payments securely through telephone and online service channels.
- Create and meticulously maintain comprehensive customer records.
- Provide online support to customers utilizing webchat and email platforms.
- For those allocated to the Debt Management team: Discuss, calculate, and recover interest and penalties associated with late tax payments or filings.
Reference Number
473657
Job Grade
Administrative Officer
Department
HMRC - CSG - Other - Across all Customer Services Business areas.
Working Pattern
Flexible working, Full-time, Part-time
Behaviours
Key Responsibilities
During our comprehensive selection process, candidates will be rigorously evaluated on their proficiency in demonstrating critical professional behaviours that are integral to fulfilling key responsibilities and driving impactful results within this role. These include:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Security Requirements
Completion of a standard, or equivalent, criminal record verification is a mandatory prerequisite for all successful candidates.
Nationality Requirements
We champion diversity and invite applications from a wide array of talented individuals who meet the essential nationality requirements for this position. We welcome applicants belonging to the following groups:
- UK Nationals: Citizens of the United Kingdom.
- Republic of Ireland Nationals: Citizens of the Republic of Ireland.
- Commonwealth Nationals: Individuals from Commonwealth countries who possess the established right to work in the UK.
- EU, EEA, Swiss Nationals (Settled/Pre-Settled Status): Citizens of the European Union, Switzerland, Norway, Iceland, or Liechtenstein, along with their eligible family members, who hold settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EU, EEA, Swiss Nationals (EUSS Applicants): Citizens of the European Union, Switzerland, Norway, Iceland, or Liechtenstein, and their eligible family members, who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EUSS-Eligible Individuals with Leave to Remain: Individuals holding limited or indefinite leave to remain who were eligible to apply for the European Union Settlement Scheme (EUSS) on or before 31 December 2020.
- Turkish Nationals (Civil Service Right to Work): Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work within the UK Civil Service.
For comprehensive information regarding nationality and eligibility requirements, please refer to: Further information on nationality requirements
Selection Process Details
This vacancy employs the comprehensive Success Profiles framework. Candidates will be evaluated based on their demonstrated Behaviours and core Ability.
Job Description
Our Mission and Impact
At HMRC, we serve a vital and far-reaching purpose: empowering individuals and families by ensuring correct tax contributions and providing essential financial support. Our work directly underpins the UK's critical public services, funding institutions from hospitals to schools, as we manage approximately 50 million calls and 15 million items of customer correspondence annually. We are committed to achieving our vision of becoming the UK's leading customer service organisation, driven by a profound dedication to public service.
Job Summary
Discover a rewarding career as a Customer Service Advisor at HMRC in Nottingham. In this pivotal role, you will serve as the initial point of contact for our diverse customer base, delivering essential advice and assistance primarily through phone interactions, complemented by email and web chat support. We are seeking individuals with a proactive, "can-do" attitude and a genuine passion for helping people, adept at navigating varied conversations and providing clear, timely information. We are invested in your professional growth, offering structured training, continuous development opportunities, and clear pathways for career advancement within HMRC and the wider Civil Service.
Key Responsibilities
- Engage with customers via telephone, effectively addressing their questions and resolving issues.
- Guide customers in accurately and promptly fulfilling their tax obligations.
- Process payments securely through telephone and online service channels.
- Create and meticulously maintain comprehensive customer records.
- Provide online support to customers utilizing webchat and email platforms.
- For those allocated to the Debt Management team: Discuss, calculate, and recover interest and penalties associated with late tax payments or filings.
Reference Number
473657
Job Grade
Administrative Officer
Department
HMRC - CSG - Other - Across all Customer Services Business areas.
Working Pattern
Flexible working, Full-time, Part-time
Behaviours
Key Responsibilities
During our comprehensive selection process, candidates will be rigorously evaluated on their proficiency in demonstrating critical professional behaviours that are integral to fulfilling key responsibilities and driving impactful results within this role. These include:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Security Requirements
Completion of a standard, or equivalent, criminal record verification is a mandatory prerequisite for all successful candidates.
Nationality Requirements
We champion diversity and invite applications from a wide array of talented individuals who meet the essential nationality requirements for this position. We welcome applicants belonging to the following groups:
- UK Nationals: Citizens of the United Kingdom.
- Republic of Ireland Nationals: Citizens of the Republic of Ireland.
- Commonwealth Nationals: Individuals from Commonwealth countries who possess the established right to work in the UK.
- EU, EEA, Swiss Nationals (Settled/Pre-Settled Status): Citizens of the European Union, Switzerland, Norway, Iceland, or Liechtenstein, along with their eligible family members, who hold settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EU, EEA, Swiss Nationals (EUSS Applicants): Citizens of the European Union, Switzerland, Norway, Iceland, or Liechtenstein, and their eligible family members, who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EUSS-Eligible Individuals with Leave to Remain: Individuals holding limited or indefinite leave to remain who were eligible to apply for the European Union Settlement Scheme (EUSS) on or before 31 December 2020.
- Turkish Nationals (Civil Service Right to Work): Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work within the UK Civil Service.
For comprehensive information regarding nationality and eligibility requirements, please refer to: Further information on nationality requirements
Selection Process Details
This vacancy employs the comprehensive Success Profiles framework. Candidates will be evaluated based on their demonstrated Behaviours and core Ability.
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