HM Revenue & Customs
Customer Service Advisor - East Kilbride (570R)
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Customer Service Advisor - East Kilbride (570R)
East Kilbride
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.
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.
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:
Job Description
As a Customer Service Advisor at HMRC, you will be the first point of contact for our customers, providing essential advice and assistance, predominantly over the phone, email, and web chat.
Your can-do attitude and passion for helping people will be key, as we fully train you to navigate various conversations and provide clear, quick information.
Responsibilities
- Speaking to customers on the phone, helping them with their questions or issues.
- Helping customers to pay the correct amount of tax at the right time.
- Taking payments by phone and via our online services.
- Creating and keeping customer records up to date.
- Using webchat and email to support our customers online.
If you are allocated to our Debt Management team, your duties will also include:
- Discussing, calculating, and collecting interest and penalties for late payments or late filing of tax returns.
The team you are allocated to is decided when you are successful in your application.
Working hours:
- A variety of shifts between 7:45 am and 8 pm, Monday to Saturday.
- You will work a maximum of one late shift per week (ending at 8 pm) and a maximum of 6 Saturdays each year.
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Hybrid Working Policy:
- HMRC is an office-based organisation, with colleagues expected to spend 60% of their working time in the office.
- The majority of roles allow working from home two days a week, averaged over a calendar month (including weekends and late shifts).
- Days in-office are determined by the Regional Centre location mentioned in this advert.
- Part-time work is considered (minimum 25 hours per week), with shift patterns negotiated upon joining.
Training Period:
- Induction lasts 6 to 12 weeks, working full-time (37 hours/week, Monday to Friday, 9:00 am – 5:00 pm).
- No time off is permitted during the first 6 weeks.
Further information: Civil Service Careers website for insights on the Customer Service Advisor role.
Video resources to explore:
- Our Professions – Customer Service Advisor at HMRC
- Customer Services Group at HMRC
- Our Customer Service Advisor role – all you need to know
Recruitment event:
- Microsoft Teams event on 10/07/24 (12:00 – 13:00) – Sign up here.
Person Specification
Requirements
No prior experience is necessary as training is provided, but you should be comfortable with:
- Talking on the phone.
- Discussing debt.
- Writing notes and maintaining professional records.
- Great verbal and written communication in English.
- Dedication to exceeding customer service expectations.
- A can-do attitude and empathy for helping people.
- Resilience to handle demanding yet rewarding environments.
- Ability to deliver fast, clear information.
- Basic maths skills (for payment calculations).
Key Behaviours assessed during recruitment:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Benefits
- Salary: £28,016 (plus contribution to the Civil Service Defined Benefit Pension scheme of £8,116 per year).
- Complimentary 28 days leave (increasing by 1 day per year up to 30 days).
- Pension: 28.97% contribution to the Alpha Pension Scheme.
- Family-friendly policies.
- Flexible Working with hybrid arrangements and part-time options.
- Coaching and development opportunities.
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Additional Information
Security and Compliance
- All candidates must undergo a criminal record check.
- Baseline personnel security standards apply for working with UK government assets.
Eligibility
Open to:
- UK nationals.
- Republic of Ireland nationals.
- Commonwealth citizens with the right to work in the UK.
- EU, Swiss, Norwegian, Icelandic, and Lithuanian nationals (or their family members) with settled/pre-settled status under the European Union Settlement Scheme (EUSS)*.
- Other eligible leave-to-remain holders who could have applied for EUSS by 31 December 2020.
Full details on eligibility requirements: Civil Service Nationality Rules
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Recruitment Process
-
Eligibility Form
-
Application Form (check carefully; late fixes are not permitted unless contacted two working days before the deadline).
-
Civil Service Customer Service Test (must be completed within 24–48 hours of invitation, deadline 14:00 on 20/07/24).
- Technical maintenance alert: Tests unavailable on 19/07/2024, 16:00–19:00.
-
Video Interview – Civil Service Behaviours-based.
- After invitation, you have 7 days to complete it.
Guidance: Video Interview Prep.
Additional Notes:
- Reasonable adjustments are provided as needed (e.g., for disabilities).
- Security check: Failure in an Internal Fraud Database (IFD) record disqualifies you.
Diversity and Inclusion
HMRC is committed to equality and welcomes applicants from all backgrounds. Privacy safeguards apply to candidates’ application experiences.
Contact & Further Help
General Queries: Kilbride Team (Job Code: 570R) Email: csgrecruitmentqueries@hmrc.gov.uk
Civil Service Recruitment Policies:
- Fair, transparent, merit-based recruitment.
- Reporting breaches of recruitment principles.
Further Information: For more about HMRC, visit: GOV.UK WHAT IT’S LIKE.
Note: This advert will close once filled. Further questions on individual applications must be emailed as above.
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