HM Revenue & Customs
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 get real responsibility and opportunities to develop your career. You’ll join a friendly and welcoming team, and receive plenty of support to help you reach your potential.
Our training will help you develop new skills and expertise – you can even gain apprenticeship qualifications which are internationally recognised.
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
can-do attitude and a real passion for supporting people
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.
Our customer service centres are open 7 days a week 8am to 10pm and we provide customer support during these hours. We are currently looking for people to cover our Evening work.
The minimum number of hours for the evening working pattern is 25 hours over five days (Monday to Friday) with a range of working hours, between 3pm to 9pm subject to business need. Please only continue with your application if you can commit to these hours.
Part time hours: The pay and annual leave for the vacancy will be pro-rata for successful part-time positions.
We’ll assess you against these behaviours during the selection process:
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 .
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, Ability and Experience.
We will use the following selection process for this vacancy
Application & Personal Statement
Online Numerical Reasoning & Verbal Reasoning Tests
After submission of your application and personal statement you will be invited to complete a Numerical Reasoning & Verbal Reasoning test. You must be successful at each stage to progress to the next test.
More information on the online test process is available in the Candidate Information Pack
There will be scheduled maintenance on the Verbal and Numerical Reasoning Tests on the following date:
17/05/2019 – 22:00 – 06:00
If you attempt to access the tests during this time they will be unavailable. Please plan accordingly as the closing dates for the test(s) is 22/05/2019.
We encourage you to complete the online tests as soon as possible as there will be no technical help or guaranteed assistance with online tests after after 3pm on 22nd May 2019.
Should you be successful on all tests you will be placed on a merit list in score order and may be invited to an interview dependent on your score and position on the merit list.
Candidates who pass the tests but are not invited to interview may be called for interview at a later date.
HMRC reserve the right to increase or decrease the pass mark in order to manage successful applicant volumes.
Please note that this vacancy is part of the 097R campaign and linked to the following references throughout the country: , , , , , , & .
If you apply for more than one of the linked vacancies above, your test, interview and sift scores will be automatically carry across to each linked (duplicate) application, and you will only be invited to attend one interview. If you are successful, once an offer has been accepted all other applications linked to this campaign will be withdrawn.
Please note: Candidates who wish to apply for multiple working patterns available within a location will need to submit a separate application for each vacancy
Due to the size of this campaign we will not be able to provide individual feedback during the selection process.
Feedback will only be provided if you attend an interview or assessment.
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.