Customer Service Advisor Work From Home

1 week ago

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

**Customer Service Advisor - Telephony - Newcastle, NE98 1ZZ**
- £13.91 an hour
- Home-based working with all IT equipment supplied
- Accrual of up to 34 days paid annual leave pro rata (inclusive of bank holidays)

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.

**Hours**:

- Working 37 hours per week
- Shifts will be Monday to Friday either 9am to 5pm or 10am to 6pm

**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 via HMRCs Digital Mail Service or work with customers on Web Chat
- Follow guidance, update HMRC systems, and handle customer data sensitively
- Help and support customers with their enquiries over the telephone
- Seek to resolve customer queries at the first point of contact where possible

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

- Strong telephony skills and ability to communicate well with customers
- A can-do attitude and a real passion for supporting people
- Confident IT user, particularly in the use of MS Office packages
- Ability to pass a DBS check and provide proof of Right to Work in the UK

**Training**:
You will receive 1 week's in-house training to ensure you have the knowledge to carry out your role and will have a supportive 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.

Training will include 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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