Customer Service Advisor - Glasgow, G2 8JQ (work from home)

• £13.91 an hour
• £26,763 per year
• Accrual of up to 34 days paid annual leave pro rata available (inclusive of bank holidays)
• Home-based working with all IT equipment supplied

Hours:

• 37 hours per week
• Monday to Friday either 9am to 5pm or 10am to 6pm
• Flexible across all shifts

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.

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

The role of Customer Service Advisor:

• Provide a first-rate quality service through inbound telephony calls from customers regarding their tax accounts.
• May be required to undertake administrative work in addition to telephony work via HMRCs Digital Mail Service or work with customers on Web Chat.
• Following guidance, updating HMRC systems and handling customer data sensitively to support the delivery of world-class customer service.
• Help and support customers with their enquiries over the telephone - giving more information, pointing them to the right guidance or escalating their enquiry.
• Seek to resolve customer queries at the first point of contact where possible.

The ideal Customer Service Advisor:

• Strong telephony skills and the ability to communicate well with customers on the telephone and via other communication channels.
• A can-do attitude and a real passion for supporting people.
• Confident IT user, particularly with MS Office packages.
• Must be able to pass a DBS check and provide proof of Right to Work in the UK.

Training:

You will receive 1 week's in-house training to ensure you have the best knowledge to carry out your role and you will have a supportive and friendly management structure to support you on a day-to-day basis. Our teams keep in touch using Microsoft Teams, and although you will be working from home, you will feel part of the HMRC wider community.

Training will be a mixture of self-learning and virtual classroom training on HMRC policies, processes, and systems including telephony. You will undertake live listening throughout the training period, with the assistance of a buddy who will support you during the first couple of weeks.