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HMRC Customer Contact and Support Services Advisor

3 months ago

Swansea, United Kingdom UK Civil Service Full time

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 to watch the full series and come and discover your potential.

Are you looking for a challenging and exciting role where you can make a difference?�

We are currently seeking Customer Contact and Support Advisors to join our outstanding team at HM Revenue and Customs. In this opportunity, you will have the space to learn new skills and gain new experience while using your exceptional customer service skills to put our customers at the heart of everything you do. �

About the Role�

Reporting to our dedicated Customer Contact and Support Services Team Leader, you would be based in Unity Business Services, DfT Operations Centre in Swansea. If you enjoy helping people and are driven by quality customer service, this role is for you. You will need a degree of initiative, be able to ask questions, navigate information screens, and work well as part of a team. A full training program will equip you with the skills to deal optimally with all enquiries. �

Job description

Manage telephone queries within agreed targets, providing clients, colleagues, and external customers with accurate resolutions.�Hand off more complex problems to the appropriate support resource with accurate information within agreed timescales.�Achieve individual performance targets and objectives.�

Key Responsibilities: �

Provide exceptional customer service, by using excellent listening and communication skills.�Answer telephone enquiries and access computer records for information, demonstrating proficiency with PCs, keyboards, and telephone headsets.�Address customer inquiries and issues by following the appropriate call handling � procedures, seeking mentorship for intricate problems if required.�Maintain up-to-date call and problem records in our service management/call handling system.�Conduct problem resolution and root cause analysis for first-level calls, communicating status or resolution to the customer as required.�Achieve individual performance targets and objectives.�Provide support to your Customer Contact and Support Services Team Leader.�Participate in a team-based culture which identifies, communicates, and addresses customers� needs and contributes to cross-team activities.�

The Service and Support Desk is open from to , Monday to Friday. You will be part of a rota system to ensure adequate coverage. �

Person specification

Keen to learn and hardworking, with a strong dedication to providing outstanding service to our customers.�Friendly and welcoming, with an encouraging team attitude that fosters a �collaborative work environment.�Demonstrates a strong commitment to following processes and procedures, while also maintaining a flexible approach and a proactive demeanour toward expanding work-related skills and knowledge.�Ability to remain positive and calm even during busy periods.�Contributing constructive ideas in processes and procedures that will enhance the service.�

Essential Criteria �

Excellent communication and interpersonal skills, allowing you to connect with customers and colleagues effectively.�Good customer service awareness and a confident, cheerful telephone manner.�Experience of working in a call handling environment, delivering quality customer service.�Strong ability to work confidently as part of a team.

Desirable Criteria �

Knowledge of SAP and Agresso ABW systems, providing an added advantage in this role.

Behaviours

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

Managing a Quality ServiceDelivering at Pace

Benefits

Alongside your salary of �25,082, HM Revenue and Customs contributes �6,772 towards you being a member of the Civil Service Defined Benefit Pension scheme.

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 27% of their salary.Family friendly policies.Personal support.Coaching and development.

To find out more about HMRC and find out what it�s really like to work for HMRC� or visitThinking.