Customer Service Advisor Glasgow (572R)
HM Revenue and Customs
Job Description
Our Mission and Impact
At HMRC, we are dedicated to a vital national purpose: ensuring the availability of funds for critical UK public services such as hospitals and schools. We achieve this by assisting individuals and families in fulfilling their tax obligations and providing essential financial support. Annually, our teams manage approximately 50 million calls and process 15 million items of customer correspondence, directly contributing to the well-being and infrastructure of the United Kingdom.
Job Summary
Embark on a rewarding career journey in Glasgow as a Customer Service Advisor at HMRC, where your work directly impacts the nation. This role presents an exceptional opportunity to contribute to our ambition of being a leading customer service organisation. As a frontline representative, you will serve as the primary point of contact for our diverse customer base, delivering critical advice and assistance predominantly via phone, but also through email and web chat. We are committed to investing in your professional growth, providing comprehensive training, structured development pathways, and clear opportunities for advancement within HMRC and the wider Civil Service. You will hone your ability to navigate varied conversations, providing clear and rapid information in an environment that fosters purpose, growth, and a true sense of belonging. The role is based at our Glasgow Regional Centre, with a general expectation for colleagues to spend 60% of their working time in the office, complemented by hybrid working flexibility for many customer service roles, allowing up to two days a week of home-based work, averaged over a calendar month.
Key Responsibilities
As a Customer Service Advisor, your core responsibilities will include:
- Engaging directly with customers via telephone to address inquiries and provide solutions.
- Assisting customers in understanding and fulfilling their tax obligations accurately and on time.
- Processing payments securely both over the phone and through our online services.
- Maintaining and updating customer records with precision and diligence.
- Delivering online support and guidance through webchat and email channels.
- For advisors allocated to the Debt Management team: Discussing, calculating, and facilitating the collection of interest and penalties for late payments or delayed tax return filings.
Reference Number
471685
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
To excel in this pivotal role, candidates will be rigorously evaluated on their demonstrated proficiency in the following critical behavioral competencies throughout the selection process:
- Managing a Quality Service: Exhibiting a steadfast commitment to delivering exceptional standards, fostering continuous improvement, and ensuring outstanding outcomes in all work aspects.
- Delivering at Pace: Consistently achieving objectives with efficiency, precision, and agile responsiveness, ensuring timely completion and sustained productivity in a dynamic operational environment.
- Communicating and Influencing: Articulating complex ideas with clarity and impact, effectively engaging diverse stakeholders, and inspiring positive action through compelling and persuasive communication strategies.
Security Requirements
All successful candidates will be required to undergo a standard or equivalent criminal record verification as a condition of employment.
Nationality Requirements
Job Summary
This professional opportunity extends invitations to a diverse pool of prospective candidates who satisfy stringent nationality and right-to-work prerequisites for employment within the United Kingdom Civil Service. Applicants must possess demonstrable eligibility under one of the following comprehensive categories:
- UK Nationals: Citizens of the United Kingdom.
- Republic of Ireland Nationals: Individuals holding citizenship of the Republic of Ireland.
- Commonwealth Nationals: Citizens of Commonwealth countries who have secured the legal right to work within the UK.
- EEA/Swiss Nationals (EUSS Status): Nationals from the EU, Switzerland, Norway, Iceland, or Liechtenstein, along with their eligible family members, who have been granted either settled or pre-settled status under the European Union Settlement Scheme (EUSS). For further details regarding EUSS, please consult the official guidance: https://www.gov.uk/settled-status-eu-citizens-families
- EEA/Swiss Nationals (EUSS Application Pending): Nationals from the EU, Switzerland, Norway, Iceland, or Liechtenstein, and their family members, who have submitted a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EUSS Eligible (Limited/Indefinite Leave): Individuals possessing limited or indefinite leave to remain who qualified for EUSS application on or before 31 December 2020.
- Turkish Nationals: Turkish nationals, and specific qualifying family members, who have accrued the right to work in the UK Civil Service under relevant agreements.
Comprehensive information regarding these nationality requirements is available through official government publications: https://www.gov.uk/government/publications/nationality-rules
Selection Process Details
Our rigorous talent acquisition process for this unique opportunity is strategically structured around the comprehensive Success Profiles framework, an advanced, evidence-based methodology designed for objective talent evaluation. This process meticulously assesses your core Behaviours and demonstrable Abilities, ensuring a holistic and fair measure of your potential and suitability for this impactful role. We are committed to identifying individuals who not only possess the requisite skills but also align with our organizational values and drive future success. For a comprehensive understanding of the Success Profiles framework, please refer to the official guidance: Success Profiles (opens in a new window).
Job Description
Our Mission and Impact
At HMRC, we are dedicated to a vital national purpose: ensuring the availability of funds for critical UK public services such as hospitals and schools. We achieve this by assisting individuals and families in fulfilling their tax obligations and providing essential financial support. Annually, our teams manage approximately 50 million calls and process 15 million items of customer correspondence, directly contributing to the well-being and infrastructure of the United Kingdom.
Job Summary
Embark on a rewarding career journey in Glasgow as a Customer Service Advisor at HMRC, where your work directly impacts the nation. This role presents an exceptional opportunity to contribute to our ambition of being a leading customer service organisation. As a frontline representative, you will serve as the primary point of contact for our diverse customer base, delivering critical advice and assistance predominantly via phone, but also through email and web chat. We are committed to investing in your professional growth, providing comprehensive training, structured development pathways, and clear opportunities for advancement within HMRC and the wider Civil Service. You will hone your ability to navigate varied conversations, providing clear and rapid information in an environment that fosters purpose, growth, and a true sense of belonging. The role is based at our Glasgow Regional Centre, with a general expectation for colleagues to spend 60% of their working time in the office, complemented by hybrid working flexibility for many customer service roles, allowing up to two days a week of home-based work, averaged over a calendar month.
Key Responsibilities
As a Customer Service Advisor, your core responsibilities will include:
- Engaging directly with customers via telephone to address inquiries and provide solutions.
- Assisting customers in understanding and fulfilling their tax obligations accurately and on time.
- Processing payments securely both over the phone and through our online services.
- Maintaining and updating customer records with precision and diligence.
- Delivering online support and guidance through webchat and email channels.
- For advisors allocated to the Debt Management team: Discussing, calculating, and facilitating the collection of interest and penalties for late payments or delayed tax return filings.
Reference Number
471685
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
To excel in this pivotal role, candidates will be rigorously evaluated on their demonstrated proficiency in the following critical behavioral competencies throughout the selection process:
- Managing a Quality Service: Exhibiting a steadfast commitment to delivering exceptional standards, fostering continuous improvement, and ensuring outstanding outcomes in all work aspects.
- Delivering at Pace: Consistently achieving objectives with efficiency, precision, and agile responsiveness, ensuring timely completion and sustained productivity in a dynamic operational environment.
- Communicating and Influencing: Articulating complex ideas with clarity and impact, effectively engaging diverse stakeholders, and inspiring positive action through compelling and persuasive communication strategies.
Security Requirements
All successful candidates will be required to undergo a standard or equivalent criminal record verification as a condition of employment.
Nationality Requirements
Job Summary
This professional opportunity extends invitations to a diverse pool of prospective candidates who satisfy stringent nationality and right-to-work prerequisites for employment within the United Kingdom Civil Service. Applicants must possess demonstrable eligibility under one of the following comprehensive categories:
- UK Nationals: Citizens of the United Kingdom.
- Republic of Ireland Nationals: Individuals holding citizenship of the Republic of Ireland.
- Commonwealth Nationals: Citizens of Commonwealth countries who have secured the legal right to work within the UK.
- EEA/Swiss Nationals (EUSS Status): Nationals from the EU, Switzerland, Norway, Iceland, or Liechtenstein, along with their eligible family members, who have been granted either settled or pre-settled status under the European Union Settlement Scheme (EUSS). For further details regarding EUSS, please consult the official guidance: https://www.gov.uk/settled-status-eu-citizens-families
- EEA/Swiss Nationals (EUSS Application Pending): Nationals from the EU, Switzerland, Norway, Iceland, or Liechtenstein, and their family members, who have submitted a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS).
- EUSS Eligible (Limited/Indefinite Leave): Individuals possessing limited or indefinite leave to remain who qualified for EUSS application on or before 31 December 2020.
- Turkish Nationals: Turkish nationals, and specific qualifying family members, who have accrued the right to work in the UK Civil Service under relevant agreements.
Comprehensive information regarding these nationality requirements is available through official government publications: https://www.gov.uk/government/publications/nationality-rules
Selection Process Details
Our rigorous talent acquisition process for this unique opportunity is strategically structured around the comprehensive Success Profiles framework, an advanced, evidence-based methodology designed for objective talent evaluation. This process meticulously assesses your core Behaviours and demonstrable Abilities, ensuring a holistic and fair measure of your potential and suitability for this impactful role. We are committed to identifying individuals who not only possess the requisite skills but also align with our organizational values and drive future success. For a comprehensive understanding of the Success Profiles framework, please refer to the official guidance: Success Profiles (opens in a new window).
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