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Job description

At HMRC we're focused on getting tax right, for everyone.

We're all doing our bit to make a difference, whether that's helping customers pay their tax and claim financial support, or making it hard for the dishonest minority to cheat the system.

We couldn't do all this without our dedicated workforce - we're one of the largest organisations in the UK, and we pride ourselves on our diverse and inclusive working culture.

Are you great with people, helpful and enthusiastic?

As a Customer Services consultant at HMRC you'll be the first point of contact for our customers, providing a first-rate service by phone, letter, email and webchat.

You'll seek to resolve customer queries at the first point of contact where possible, and use your brilliant communication skills to handle sometimes complex but rewarding conversations.

You'll join a friendly and welcoming department. No experience is needed as you will receive training and plenty of support to help you do the job.

Are you who we're looking for?

You'll need to be able to demonstrate:

  • great communication skills - both written and verbal

  • dedication to providing a brilliant service for our customers

  • ability to handle both enjoyable and fast-paced conversations

  • ability to provide information, quickly and clearly

  • a can-do attitude and a real passion for supporting people

  • proficiency in maths and the ability to deal with basic calculations

    We're striving to be the best customer service organisation in the UK and we need fantastic people like you to help us achieve this.

    Want to find out more about working at HMRC? Watch our 'Welcome to HMRC' video.

    Working Patterns

    You'll be employed on a 5 out of 7 Fixed Term contract, this means you'll be expected to work five days out of seven days covering various working patterns between 8am and 10pm, usually 37 hours per week.

    Part-time working opportunities (minimum 25 hours per week covering various patterns during our opening times) can be considered but business need will dictate whether your request can be accepted. Please only continue with your application if you are able to commit to part-time hours within the days/hours shown above

    Part-time hours: The pay and annual leave for the vacancy will be pro-rata for successful part-time positions.

    Contract: The post is offered on a Fixed Term contract for up to 6 months.

    As a Fixed Term employee of HMRC you will receive:

  • the same pay and conditions as permanent staff
  • the same or equivalent benefits package
  • information about permanent vacancies in the organisation


    We'll assess you against these behaviours during the selection process:
    • Managing a Quality Service
    • Delivering at Pace
    • Communicating and Influencing



    Civil Service pension schemes may be available for successful candidates.


    If you are applying for a role in an office within a regional centre location or a transitional or specialist site, then the following may apply: Daily Travel Assistance will be available for this role, provided the successful applicant is a current HMRC employee and meets the eligibility requirements outlined in the department's Daily Travel Assistance guidance.

    Things you need to know


    Successful candidates must pass basic security checks .

    Nationality statement

    Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules .

    If you're applying for a role requiring security clearance please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

    Selection process details

    This vacancy is using Success Profiles , and will assess your Behaviours.

    We will use the following selection process for this vacancy

  • Your Application
  • Civil Service Judgement Test
  • Interview

    After submission of your application you will be invited to complete the online test. We encourage you to complete the online test as soon as possible as there will be no technical help or guaranteed assistance with online tests after 3pm on 29th July. Please note that the online test associated with this vacancy is not subject to time limits. Guidance for the online test will be available when you are invited to take the test. The test is administered online and accessed via the CS Jobs website.

    Should you be successful on your test you will be invited to interview. HMRC reserve the right to increase or decrease the online test pass mark in order to manage successful applicant volumes.

    Due to the size of this campaign we will not be able to provide individual feedback on your application or online test.
    Feedback will only be provided if you attend an interview or assessment.

    Nationality requirements

    Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here .

    Working for the Civil Service

    The Civil Service Code sets out the standards of behaviour expected of civil servants.

    We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

    The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

  • Industry
    Job Sector
    Customer Service
    Job Position
    Customer Service Advisor
    £19,160.00 - £20,640.00
    Leicester, UK Show on map
    Post date
    Closing date

    How would you fit?

    Learn more about HM Revenue & Customs

    Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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