Apprentice Customer Service Advisor – 426R Birmingham/Newcastle

Job Description

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

During your apprenticeship you’ll be trained to be the first point of contact for our customers, providing a first-rate service by telephone, email or web chat.

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.

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.

Using webchat and email to support our customers online.

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

(The team you are allocated to is decided when you are successful in your application)

Want to know more?

Find out more about the apprenticeship, the role, and tips on the application process on our HMRC – Customer Service Apprenticeships website page

Why not join one of our virtual question and answer sessions. Meet current apprentices, ask questions, and learn all about this exciting opportunity!

The Session Will Take Place On:

Friday 2nd May 2025 at 10:00hrs – visit https://forms.office.com/e/xk1eGhrhJS to book your place.

(If you encounter any issues when trying to book onto a session, please contact our mailbox at csgcapabilitylearningteam@hmrc.gov.uk)

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

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

During your apprenticeship you’ll be trained to be the first point of contact for our customers, providing a first-rate service by telephone, email or web chat.

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.

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.

The Session Will Take Place On:

Friday 2nd May 2025 at 10:00hrs – visit https://forms.office.com/e/xk1eGhrhJS to book your place.

(If you encounter any issues when trying to book onto a session, please contact our mailbox at csgcapabilitylearningteam@hmrc.gov.uk)

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 specification

What are we looking for?

No experience is necessary as you will be fully trained, but we would like you to be comfortable talking on the phone and discussing debt with our customers.

You will also need to be comfortable writing up notes, as this is mainly a phone-based role.

We Are Looking For Individuals With The Drive And Passion To Make a Difference To People’s Lives, And Need People:

With great verbal and written communication skills in English

Dedicated to providing brilliant customer service

With a can-do attitude and passion for supporting people

With a resilience to work in a demanding and rewarding environment

With the ability to provide information quickly and clearly

Comfortable in handling various types of conversations

To have basic maths skills.

Industries: Government Administration

Function: Telemarketing and Telecalling