Customer Service Advisor At HM Revenue and Customs

Employer: HM Revenue and Customs
Job Title: Customer Service Advisor
Location: Liverpool, United Kingdom
Salary: £28,016 – £28,016 per year
Job Type: Part-time & Full-time
Closing Date: 5 October 2026

Job Summary

Discover a career in your hands at HM Revenue and Customs. Whether you are seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of HM Revenue and Customs employees as they share their story about what it is really like to work at HM Revenue and Customs.

Visit the HM Revenue and Customs YouTube channel to watch the full series and come and discover your potential.

At HM Revenue and Customs there is a vital purpose. HM Revenue and Customs help people pay the correct amount of tax and provide financial support to families and individuals. HM Revenue and Customs 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.

HM Revenue and Customs 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 HM Revenue and Customs, and HM Revenue and Customs offer real opportunities to progress and develop your career with HM Revenue and Customs or the wider Civil Service if you choose.

HM Revenue and Customs are striving to be the best customer service organisation in the UK, and HM Revenue and Customs need enthusiastic people to help HM Revenue and Customs achieve this.

See what it is like to work at HM Revenue and Customs: find out more about HM Revenue and Customs or ask HM Revenue and Customs colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.

Job Description

As a Customer Service Advisor at HM Revenue and Customs, you will be the first point of contact for HM Revenue and Customs 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 HM Revenue and Customs fully train you to navigate various conversations and provide clear, quick information.

HM Revenue and Customs will invest in you by providing structured training, development opportunities, and a clear path for advancement.

You Will Be Responsible For

• 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 HM Revenue and Customs online services.
• Creating customer records and keeping them up to date.
• Using webchat and email to support HM Revenue and Customs customers online.

If you are allocated to HM Revenue and Customs Debt Management team your duties will also include:

• Discussing, calculating, and collecting interest and penalties for late payments or late filing of tax returns.

(The team you are allocated to is decided when you are successful in your application.)

Working Hours and Location

HM Revenue and Customs work a variety of shifts between 7:45am and 8pm, Monday to Saturday, to make sure HM Revenue and Customs can help customers when they need them.

You will work a maximum of one late shift per week (ending at 8pm) and a maximum of 6 Saturdays each year.

HM Revenue and Customs is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. HM Revenue and Customs 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, HM Revenue and Customs 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 HM Revenue and Customs. Pay and annual leave will be pro-rata if HM Revenue and Customs can agree your request).

Induction Training

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 HM Revenue and Customs.

Time off or annual leave is not normally allowed during the first 6 weeks of training.

You can find out more about what it is like being a Customer Service Advisor at HM Revenue and Customs on the Civil Service Careers website.

Watch these videos to find out more about Customer Service roles at HM Revenue and Customs:

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 HM Revenue and Customs Looking For?

No experience is necessary as you will be fully trained, but HM Revenue and Customs would like you to be comfortable talking on the phone and discussing debt with HM Revenue and Customs customers.

You will also need to be comfortable writing up notes, as this is mainly a phone-based role.

HM Revenue and Customs are looking for individuals with the drive and passion to make a difference to people’s lives, and need people:

• With great verbal and written communication skills in English.
• 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.

Behaviours

HM Revenue and Customs will assess you against these behaviours during the selection process:

• 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 (opens in a new window).

HM Revenue and Customs operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. HM Revenue and Customs welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering HM Revenue and Customs operational and customer service needs.

HM Revenue and Customs 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 – HM Revenue and Customs make contributions to colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HM Revenue and Customs benefits and find out what it is really like to work for HM Revenue and Customs hear from HM Revenue and Customs 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

This role is not eligible for ‘skilled worker’ sponsorship.

The Home Office has specific rules around eligibility for sponsorship, including a minimum salary requirement of £41,700. In some cases, the minimum can be reduced to £33,400 (via ‘tradable points’) but this role pays below both amounts and therefore is not eligible.

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.

Please see HM Revenue and Customs candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection Process Details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Ability.

Please take extra care to tick the correct boxes in the eligibility sections of your application form. HM Revenue and Customs understand mistakes sometimes happen but if you contact HM Revenue and Customs later than two working days (Monday-Friday) before the vacancy closes, HM Revenue and Customs will not be able to reopen your application for you.

If you do make a mistake, please contact HM Revenue and Customs via: csgrecruitmentqueries@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – 582R

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

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, if you successfully pass the test, you will be invited to complete the final stage of the application.

Guidance and details on how to access the test will be given to you before you take it. Please allow yourself plenty of time to complete it, as there will be no technical help or guaranteed assistance after 08:00 at 05/10/2026.

Please note: Test Maintenance scheduled – Sunday 27th September 4-12pm .This means you will be unable to access the online tests on this date. Your progress will be saved, and you will be able to continue once the tests are available again.

Please complete the online test as soon as possible (within 24 to 48 hours is recommended), the closing date for the tests is 14:00 on 05/10/2026. If you fail to complete the online test before the deadline your application will be withdrawn.

Guidance for the test will be available when you are invited to take the test. 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 05/10/2026. There will be no extension to the deadline for completing the test.

Also be advised that Online Tests may only be one element of the application process. You should ensure you set aside plenty of time to undertake the full application process for this role. Late applications will not be accepted.

Video Interview

If you are invited to an interview, it will be a video interview, based on Civil Service Behaviours. HM Revenue and Customs will send you full instructions on how to access it, what ID you will need to show HM Revenue and Customs, and what it involves. Please read these carefully, it will help you to be fully prepared.

How to Apply

If this opportunity interests you, head to the company’s official website for full details — click here to submit your application.