HMRC Customer Service Advisor - Telephony

HMRC Customer Service Advisor – Telephony

Location:

Newcastle, NE98 1ZZ

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.

A number of exciting customer service opportunities have arisen on an ongoing temporary basis, and we are looking for individuals who are passionate about delivering excellent customer service and making a difference. As a Customer Service Advisor, you will be supporting HMRC's customers with their telephone queries and you will play an important role in ensuring customers receive quality guidance and 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, so we are looking for people who are comfortable with working in this type of role and environment.

This role will be a remote working role
; however,
all applicants must be situated within an hour of a HMRC site location as you will be required to attend the office on day 1 for IT Collection.

• £14.56 per hour (equivalent to approximately £28,000 per annum)
• Start date January 2026 upon successful completion of government screening checks
• Expected assignment length until March 2026, with the possibility of extension
• 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
• Working 37 hours per week; shifts will be Monday to Friday either 9 am to 5 pm or 10 am to 6 pm.
  These shifts will be allocated to you by HMRC, and the expectation will be that you are flexible across all shifts.
• Applicants must be able to attend the HMRC office on day 1 for collection of IT equipment – this is a necessity.

• Provide a first-rate quality service through inbound telephony calls from customers regarding their tax accounts. You may also be required to undertake administrative work in addition to telephony work via HMRC’s Digital Mail Service or work with customers on Web Chat.
• Follow guidance, update HMRC systems and handle customer data sensitively to support the delivery of world-class customer service.
• Help and support customers with their enquiries over the telephone by providing information, directing them to the right guidance, or escalating their enquiry so they can receive the answers they need to support themselves, their clients, and their businesses.
• 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.

• 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.
• Confident IT user, particularly MS Office packages. You will be trained on several software packages.
• Although this is a home‑based role, you 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 must pass a DBS check and provide proof of right to work in the UK.

• Receive online training to ensure you have the best knowledge to carry out your role, supported by a friendly management structure. Teams keep in touch using Microsoft Teams, and you will feel part of the HMRC community.
• Training is a mixture of self‑learning and virtual classroom sessions on HMRC policies, processes and systems, including telephony. You will undertake live listening throughout the training period and have a buddy to support you during the first couple of weeks.

For successful applicants, HMRC may collect and use personal information about you before, during and after your working relationship with us, in accordance with data protection law including the UK General Data Protection…