Customer Service Advisor

4 weeks ago

Newcastle upon Tyne, United Kingdom Bridge of Hope Full time

** Looking for a new role? We're hiring**

**Location: Newcastle, NE98 1ZZ, **remote working,** however, you must live within 1 hour of HMRC office NE98 1ZZ as may be required on site on occasion and on day 1 for Induction and IT Collection

**Hours/Pay rate**: £12.62ph, 37.5 hours per week, between 8am to 6pm, Monday to Friday

**Length of assignment**: Temporary, 3 months with possibility of extension

**Start date**: 12 January 2024

Exciting opportunities have arisen where you will support the Customer Service Group within HMRC, the UK's tax, payments and customs authority, to collect money that pays for the UK's public services and help families/individuals with targeted financial support.

As a Customer Service Advisor, you will support HMRC's customers with telephone queries and ensure customers receive quality guidance and excellent support. You will work to targets in a busy environment, whilst dealing with multiple complex customer queries over the telephone regarding their tax accounts.

We are committed to:

- Helping customers to comply fully with their payment, declaration and filing obligations
- Making early contact with customers who do not comply to help those in difficulty; and
- Enforcing payment, declarations and filing from those who refuse to comply.

**An excellent package includes**:

- £12.62 per hour pay rate (equivalent to £24,278 FTE salary)
- Accrual of up to 34 days paid annual leave pro rata available (inclusive of bank holidays)
- Home-based working with all IT equipment supplied to carry out your role
- Working 37.5 hours per week, shifts will be Monday to Friday either 8am to 4pm, 9am to 5pm or 10am to 6pm.

**Key** **Responsibilities**:

- Provide a first-rate quality service through inbound telephony calls from customers regarding their tax accounts. You may also be required to undertake administrative work in addition to telephony work via HMRCs Digital Mail Service or work with customers on Web Chat.
- Following guidance, updating HMRC systems and handling customer data sensitively to support the delivery of world-class customer service.
- Support customer enquiries by providing more information, the right guidance or escalating their enquiry so they are able to get the answers they need to support themselves, their clients and their businesses.
- Seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex but rewarding conversations.

**What are we looking for?**
- A willingness to handle interest-bearing debt.
- Ability to handle both enjoyable and fast-paced conversations.
- A can-do attitude and a real passion for supporting people.
- You will be trained on several software packages but being a confident IT user is essential for the role, particularly the use of MS Office packages.
- You will be working from home so a comfortable, quiet work space within your home and good broadband connection will be required to speak to customers.
- Whilst this is a home-based role, you must be able to travel to the specified HMRC location as and when required.

**Training**:

- Two weeks of in-house training ensuring you receive the best knowledge and the support of a friendly management structure on a daily basis. Our teams keep in touch using Microsoft Teams and, although you will be working from home, you will feel part of the HMRC wider community and be supported by your line manager as well as other colleagues joining HMRC.
- Training will be a mixture of self-learning and virtual classroom training on HMRC policies, processes and systems including telephony. You will undertake live listening throughout the training period, and you will have the assistance of a buddy supporting you during the first 2 weeks.
- At Brook Street, we believe that by harnessing diversity of thought and experience across our company, exceptional things happen. We continually strive for a highly diverse workforce and an inclusive culture where everyone feels valued, listened to and able to discover their personal best._
- Brook Street is a Disability Confident Leader, and we have also hold Gold Award status from the Defence Employer Recognition Scheme. _

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