Weekend Customer Service Advisor/service

Details Reference number 465388 Salary £28,016 - £28,016 External applicants A Civil Service Pension with an employer contribution of 28.97% GBP Job grade Administrative Officer Contract type Permanent Business area HMRC - CSG - Other - Across all Customer Services Business Areas Type of role Operational Delivery Working pattern Flexible working, Full-time, Part-time Number of jobs available 50 Contents Location About the job Benefits Things you need to know Apply and further information Location Belfast About the job Job summary Discover a career in your hands at HMRC. Visit our YouTube channel to watch the full series and come and discover your potential. We help people pay the correct amount of tax and provide financial support to families and individuals. We make sure money is available to fund the UK?s public services such as hospitals and schools, answering around 50 million calls and handling 15 million items of customer correspondence every year. Our services support customers on behalf of the entire department, dealing with a broad range of different and complex customer enquiries. This is a great chance to start your career with HMRC and we offer real opportunities to progress and develop your career with us or the wider Civil Service if you choose. We?re striving to be the best customer service organisation in the UK, and we need enthusiastic people to help us achieve this. s like to work at HMRC : find out more about us or ask our colleagues a question. Job description As a Customer Service Advisor at HMRC, you will be the first point of contact for our customers, providing essential advice and assistance, predominantly over the phone, or email and 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 will invest in you by providing structured training, development opportunities, and a clear path for advancement. 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. Using webchat and email to support our customers online. Discussing, calculating and collecting interest and penalties for late payments or late filing of tax returns. (We work a variety of shifts between 7:45am and 8pm, Monday to Saturday, to make sure we can help customers when they need us. You will work a maximum of one late shift per week (ending at 8pm) and a maximum of 6 Saturdays each year. HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. The majority of roles within customer services allow you to work from home two days a week if you choose, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time), this includes Saturday and 8 pm shifts. On the days you attend the office, you will be working in the Regional Centre location shown in the title heading of this advert that you are applying for. As a flexible employer, we will consider part-time requests. (Part-time is a minimum of 25 hours per week covering variety of shifts. All shift patterns, working days and hours will be discussed with your manager when you join us. Pay and annual leave will be pro-rata if we can agree your request). During your induction training programme, which will last between 6 -12 weeks, you will be expected to work full time 37 hours per week and your working pattern will be Monday ? Friday between 9.00am and 5.00pm. All training will take place in your designated Regional Centre and further details will be confirmed once you start your employment with HMRC. Time off or annual leave is not normally allowed during the first 6 weeks of training. s like being a Customer Service Advisor at HMRC on the Civil Service Careers website. 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. With great verbal and written communication skills in English (and Welsh where required) 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. Managing a Quality Service Delivering at Pace Communicating and Influencing Benefits Alongside your salary of £28,016, HM Revenue and Customs contributes £8,116 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides . HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. Pension - We make contributions to our colleagues? Alpha pension equal to at least 28.97% of their salary. Family friendly policies. Personal support. To find out more about HMRC benefits and find out what it is really like to work for HMRC hear from our insiders. Important information for existing HMRC contractual homeworkers: Please note that this role is unsuitable for contractual homeworkers due to the nature and/or requirements of the role. skilled worker? sponsorship . The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £41,700. Things you need to know Artificial intelligence Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. To help you prepare, below is a rundown of what to expect during the selection process: Eligibility form Application form Civil Service Customer Service Test Video interview Eligibility & Application form Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. Civil Service Customer Service Test After submission of the first stage of your application, you will be invited to complete a Civil Service Customer Service Test. Please allow yourself plenty of time to complete it, as there will be no technical help or guaranteed assistance after 08:00am on 30/06/2026. Please complete the online test as soon as possible (within 24 to 48 hours is recommended), the closing date for the test is at 14:00 on 30/06/2026 . If you fail to complete the online test before the deadline your application will be withdrawn. The test is administered online and accessed via the CS Jobs website. Please ensure that any technical issues with the test are reported with supporting evidence prior to 08:00 on 30/06/2026. Also be advised that Online Tests may only be one element of the application process. Please note, due to maintenance, the online test platform will be unavailable to use on: Sunday June 21st 2026 (12pm noon -1pm UK) Sunday June 28th 2026 (4pm ? 12am UK) Video interview If you are invited to an interview, it will be a video interview, based on Civil Service Behaviours. Please read through these carefully, it will help you to be fully prepared. To help you prepare for your interview, please watch this video: The HMRC app can help you with your application The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier. Download the HMRC app now and save your National Insurance number to your digital phone wallet. How to download the HMRC app and sign up for an account Download the free HMRC app from the App Store or Google Play store. If you have an HMRC online account already, sign straight in using your ID and password. You can find guidance for technical issues on Technical support with HMRC online services. Reserve List To help you develop your skills, you will receive feedback on all scored responses. if this applies to you, we will let you know via your Civil Service Jobs account. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. If you need a change to be made so that you can complete your application, you should contact the UBS Recruitment Team via as soon as possible before the closing date to discuss your needs. page of your application form to tell us what changes or help you might need further on in the recruitment process. re deaf, a Language Service Professional. Diversity and Inclusion At HMRC we are committed to creating a great place to work for all our colleagues and creating an inclusive and respectful environment that reflects the diversity of the society we serve. Here at HMRC we want everyone to feel valued and supported to achieve their potential. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy . Terms and Conditions Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5year period following a dismissal for carrying out internal fraud against government. Technical Support If you are experiencing problems that cannot be resolved by our ?help? section, then technical support is available. For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please click on this link. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements 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 equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy . Contact point for applicants Job contact : Name : Volume Recruitment Team Email : Recruitment team Email : Further information Appointment to the Civil Service is governed by the Civil Service Commission?In the first instance, you should raise the matter directly via csgrecruitmentqueries@ If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles.