Customer Service Advisor

2 days ago

Newcastle upon Tyne, United Kingdom Brook-St Hiredonline Full time

**HMRC Customer Service Advisor - Telephony - Newcastle, NE98 1ZZ**
- £13.91 an hour
- £26,763 per year
- Accrual of up to 34 days paid annual leave pro rata available (inclusive of bank holidays)

**Hours**
- Working 37 hours per week
- Shifts will be Monday to Friday either 9am to 5pm or 10am to 6pm
- Expectation will be that you are flexible across all shifts

Working as part of the Customer Service Group within HMRC, the UK's tax, payments, and customs authority, you will be helping to support a vital purpose: to collect the money that pays for the UK's public services and help families and individuals with targeted financial support.

A number of exciting customer service opportunities have arisen on an ongoing temporary basis, and we are looking for individuals who are passionate about delivering excellent customer service and making a difference. As a Customer Service Advisor, you will be supporting HMRC's customers with their telephone queries and you will play an important role in ensuring customers receive quality guidance and support. You will be working within a fast-paced environment and working to targets, whilst dealing with multiple complex customer queries over the telephone regarding their tax accounts, so we are looking for people who are comfortable with working in this type of role and environment.

This role will be a remote working role; however, all applicants must be situated within an hour of a HMRC site location as you will be required to attend the office from time to time and on day 1 for Induction, IT Collection and for any other business needs.

**The role of Customer Service Advisor - Telephony**:

- Provide a first-rate quality service through inbound telephony calls from customers regarding their tax accounts.
- Undertake administrative work in addition to telephony work via HMRCs Digital Mail Service or work with customers on Web Chat.
- Follow guidance, updating HMRC systems and handling customer data sensitively.
- Help and support customers with their enquiries over the telephone, giving them more information, pointing them to the right guidance or escalating their enquiry.
- Resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex but rewarding conversations.

**The ideal Customer Service Advisor - Telephony**:

- A can-do attitude and a real passion for supporting people.
- Confident IT user is essential for the role, particularly the use of MS Office packages.
- Must be able to travel to one of the specified HMRC locations as and when required, including to collect and return HMRC
- Must be able to pass a DBS check and provide proof of Right to Work in the UK.

**Training**:
You will receive 1 week's of in-house training to ensure you have the best knowledge to carry out your role and you will have a supportive and friendly management structure to support you on a day-to-day 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 able to keep in touch with your line manager as well as colleagues joining HMRC at the same time as you.

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 who will be there to support you during the first couple of weeks.

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