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HMRC Customer Service Advisor - Telephony

United Kingdom, Liverpool 14.56 GBP / Hour · Job Posted December 28, 2025
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Job Description

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. 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.

Job Responsibility

  • 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
  • Following 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
  • Seek to resolve customer queries at the first point of contact where possible and use communication skills to handle sometimes complex but rewarding conversations

Requirements

  • Strong telephony skills and the ability to communicate well with customers on the telephone and via other communication channels such as email and Web Chat where required
  • 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 IT equipment
  • Must be able to pass a DBS check and provide proof of Right to Work in the UK

What we offer

  • 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
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