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HMRC Customer Service Advisor - Telephony

United Kingdom, Newcastle upon Tyne 28000.00 GBP / Year · 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. 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 brilliant 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
  • Being a 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
  • Candidates applying 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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