Customer Services Advisor

**Details**:
**Reference number**:

- 432626

**Salary**:

- £28,016 - £28,016
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Administrative Officer

**Contract type**:

- Permanent

**Business area**:

- HMRC - Customer Service - Other

**Type of role**:

- Operational Delivery

**Working pattern**:

- Flexible working, Full-time, Part-time

**Number of jobs available**:

- 40

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Edinburgh

**About the job**:
**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.

**Job description**:
Our Customer Service Advisors are the voice of HMRC, using their brilliant communications skills to give our customers the best possible experience.

HMRC is seeking a dedicated Customer Service Advisor to join our team.

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.

We’ll invest in you by providing structured training, development opportunities and a clear path for advancement.

We are proud of our supportive, inclusive culture here at HMRC, with an emphasis on work-life balance.

The work we do is meaningful, from supporting public services to ensuring the timely payment of benefits. We impact society positively; and by joining us, you’ll contribute to a greater cause.

**Role Overview**: As a Customer Service Advisor at HMRC, you will be the frontline support for our customers, providing essential advice and assistance, predominantly over the phone.

**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 customer records and keeping them up to date.

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.

There will be a virtual event held on Thursday 30th October 2025 at 13:00-14:00. You'll be able to learn more about the role of a Customer Service Advisor and can ask any questions prior to the closing date.

As a flexible employer, we will consider part-time requests. (Part-time is a minimum of 25 hours per week covering variety of shifts. All shift patterns, working days and hours will be discussed with your manager when you join us. Pay and annual leave will be pro-rata if we can agree your request).

We work a variety of shifts between 7:45am and 8pm, Monday to Saturday, to make sure we can help customers when they need us.

You will work a maximum of one late shift per week (ending at 8pm) and a maximum of 6 Saturdays each year.

The majority of roles within customer services allow you to work from home two days a week if you choose, this includes Saturday and 8 pm shifts.

On the days you attend the office, you will be working in the location shown in the title heading of this advert.

**During your induction training programme, which will last between 6 -12 weeks, you will be expected to work full time 37 hours per week and your working pattern will be Monday - Friday between 9.00am and 5.00pm.**All training will take place in your designated Regional Centre and further details will be confirmed once you start your employment with HMRC. Time off or annual leave is not normally allowed during the first 6 weeks of training.**

You can find out more about what it’s like being a Customer Service Advisor at HMRC on the Civil Service Careers website.

Watch these videos to find out more about Customer Service roles at HMRC:
Our Professions - Customer Service Advisor at HMRC

Our Professions - Customer Services Group at HMRC

Our Customer Service Advisor role - all you need to know

**Person specifica