Customer Service Advisor

Job Description

Looking for a new role Were hiring!Location: Newcastle, NE98 1ZZ, remote working, however, you must live within 1 hour of HMRC office NE98 1ZZ as may be required on site on occasion and on day 1 for Induction and IT CollectionHours/Pay rate: £12.62ph, 37.5 hours per week, between 8am to 6pm, Monday to FridayLength of assignment: Temporary, 3 months with possibility of extensionExciting opportunities have arisen where you will support the Customer Service Group within HMRC, the UKs tax, payments and customs authority, to collect money that pays for the UKs public services and help families/individuals with targeted financialsupport.As a Customer Service Advisor, you will support HMRCs customers with telephone queries and ensure customers receive quality guidance and excellent support. You will work to targets in a busy environment, whilst dealing with multiple complex customer queriesover the telephone regarding their tax accounts.If you are appointed to the Debt Management teams, your role will be to find solutions for customers owing tax and other liabilities, enabling them to pay back these debts in a time frame manageable for the customer and realistic for the exchequer. Wherethis is not possible, you will take the correct action to bring in late returns and payments. To provide the best customer service you will be mainly working on the telephone, learning good negotiation skills to influence all customers to resolve their debtsin the timeliest manner.We are committed to:

• Helping customers to comply fully with their payment, declaration and filing obligations
• Making early contact with customers who do not comply to help those in difficulty; and
• Enforcing payment, declarations and filing from those who refuse to comply.

An excellent package includes:

• £12.62 per hour pay rate (equivalent to £24,278 FTE salary)
• 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 37.5 hours per week, shifts will be Monday to Friday either 8am to 4pm, 9am to 5pm or 10am to 6pm.

KeyResponsibilities:

• 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 HMRCs Digital Mail Service or work with customerson Web Chat.
• Following guidance, updating HMRC systems and handling customer data sensitively to support the delivery of world-class customer service.
• Support customer equiries by providing more information, the right guidance or escalating their enquiry so they are able to get 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.

What are we looking for

• Strong communication skills especially with customers on the telephone and via other communication channels such as email and Web Chat where required.
• A willingness to handle interest-bearing debt.
• Ability to handle both enjoyable and fast-paced conversations.
• A can-do attitude and a real passion for supporting people.
• You will be trained on several software packages but being a confident IT user is essential for the role, particularly the use of MS Office packages.
• You will be working from home so a comfortable, quiet work space within your home and good broadband connection will be required to speak to customers.
• Whilst this is a home-based role, you must be able to travel to the specified HMRC location as and when required.
• Candidates applying must be able to pass a clear DBS check and provide proof of Right to Work in the UK.

Training:

• Two weeks of in-house training ensuring you receive the best knowledge and the support of a friendly management structure on a daily basis. Our teams keep in touch using Microsoft Teams and, although you will be working from home, you will feel part ofthe HMRC wider community and be supported by your line manager as well as other colleagues joining HMRC.
• 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, and you will have the assistance of a buddy supportingyou during the first 2 weeks.

We look forward to receiving your application!At Brook Street, we believe that by harnessing diversity of thought and experience across our company, exceptional things happen. We continually strive for a highly diverse workforce and an inclusive culture where everyone feels valued, listened to andable to discover their personal best.Brook Street is a Disability Confident Leader, and we have also hold Gold Award status from the Defence Employer Recognition Scheme. Our supply of Contingent Workers to the Public Sector Resourcing Framework (PSR) has driven us to take further steps in supporting candidates with disabilities or veterans. Through our Guaranteed Interview Scheme, we offer candidates with disabilitiesand veteran who meet the stipulated criteria for the role, a guaranteed interview with a PSR Sourcer. Should you identify as a candidate with a disability or as a veteran, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and the role that you are interested in. We are committed to engagingwith you. Throughout the application process we will discuss any reasonable adjustments needed. Your comfort and accessibility are of utmost importance to us, and we are eager to ensure a seamless communication journey.