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Customer Service Advisor - Liverpool (195R)

Posted: 20 Sep 2021 Closes: 1 Oct 2021
Liverpool 21,249 - 22,084
Permanent & Full-time HMR_149739

Are you great with people, helpful and enthusiastic?

If this sounds like you, then you could be the Customer Service Advisor that we're looking for. Youll be the first point of contact for our customers, providing a first-rate service primarily by phone, also dealing with letter, email and webchat correspondence.

Youll deal with a range of different customer enquiries and questions, aiming to resolve these first time. No experience is necessary as well fully train you. Our job is to support you while you support our customers.

Its your enthusiasm, helpful manner and willingness to learn that we need. As this is mainly a telephony role, we would like you to feel comfortable chatting on the phone, writing up notes and be keen to help others.

You'll join a friendly and welcoming team, who will help you reach your potential. This is a great role to start your career with us here at HMRC, giving you real opportunities to progress and develop your career with us or the wider Civil Service if you choose.

Working Arrangements

We work a variety of shifts to make sure were able to help customers when they need us.
You will work up to 37 hours per week, covering various shifts between 7:45am and 8pm, Monday to Saturday.
You will work a maximum of one evening shift per week (which will finish at 8pm at the latest) and a maximum of six Saturdays a year.

We recognise the importance of flexibility for our staff, so where your role is suitable you will be able to work from home for two days a week (sometimes more if the business agrees) if this works for you. This includes late and weekend shifts.

You can ask to work part time, although - depending on business area - we cant promise your request can always be accommodated. (Part time is a minimum of 25 hours per week covering variety of shifts. Pay and annual leave will be pro-rata if we can agree your request.)

Responsibilities
Youll need to demonstrate:

Great communication skills both verbal and written
Dedication to providing a brilliant service for our customers
That you are comfortable handling different types of conversations at pace
Ability to provide information quickly and clearly
Can-do attitude and a real passion for supporting people
Your ability in maths and that you can do basic calculations

Were striving to be the best customer service organisation in the UK and we need enthusiastic people to help us achieve this.

Behaviours

We'll assess you against these behaviours during the selection process:
  • Managing a Quality Service
  • Delivering at Pace
  • Communicating and Influencing

Benefits

Excellent training and career progression
Competitive pensions
Learning and development tailored to your role
A culture encouraging inclusion and diversity

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Find more about HMRC benefits in 'Your little extras booklet' for further information

Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours and Experience.

To help you prepare, below is a rundown of what to expect during the selection process:

Eligibility form
Civil Service Judgement Test
Application form
Video interview

After the eligibility form youll be asked to do a Civil Service Judgement Test (CSJT).

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.

PLEASE ENSURE THAT ANY TECHNICAL ISSUES WITH THE TEST ARE REPORTED IMMEDIATELY PRIOR TO 8:00AM ON 01/10/2021.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 11:30am on 01/10/2021. 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 tests are administered online and accessed via the CS Jobs website.

Please Note: We reserve the right to raise the pass mark, to manage the number of successful candidates to be interviewed.

You are advised to attempt the tests as soon as practical to do so, to enable any potential technical issues to be resolved before the tests closed. There will be no extension to the deadline for completing the tests. 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 tests are administered online and accessed via the CS Jobs website.

You are advised to attempt the tests as soon as practical to do so to enable any potential technical issues to be resolved before the tests closed. There will be no extension to the deadline for completing the tests.

If you successfully pass the online test you will be invited to complete a written application which also needs to be submitted prior to 01/10/21.

As part of the application process you will be asked to complete a CV. Further details around what this will entail are listed on the application form and candidate pack.

If you are invited to an interview it will be a video interview. We will send you full instructions on how to access it, what ID youll need to show us and what it involves. Please read through these carefully, it will help you to be fully prepared.

The candidate pack has more information about the interview process.

If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable candidates on a reserve list for up to 12 months. Future vacancies in the department requiring the same skills and experience could be offered to candidates on the reserve list without a new application. Being on a reserve list does not guarantee you a post.

Sift and interview dates to be confirmed.

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than 48hours before the vacancy closes, we will not be able to reopen your application for you. The inbox to contact is: hmrcrecruitment.grs@cabinetoffice.gov.uk Use subject line to insert appropriate wording eg Please re-open my application - 149739 & vacancy closing date 01/10/2021.

Security Update

If you are successful and transferring from another Government Department, we will carry out a check of your identity, nationality, and immigration status (including the right to work in the UK) and a criminal record check before confirming your appointment.

Successful candidates must pass a Disclosure and Barring Security Check. Please note that HMRC have an exemption under the Rehabilitation of Offenders Act 1974, which enables us to make enquiries about both unspent and spent convictions.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service: on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

HMRC transformation

HM Revenue and Customs is currently going through an exciting ten-year transformation programme to create a tax authority fit for the future. As part of this, we are committed to providing high-quality jobs and giving employees a great place to work, whichever location you work from.

HM Revenue and Customs has made significant progress with its plans to locate in 13 large, modern, flexible offices, equipped with high-speed digital infrastructure supporting improved customer service and compliance activity. These collaborative workspaces will enable smarter working and great training and development facilities, allowing for the sharing of expertise, local training, promotion, and provide great ongoing career development opportunities.

These offices will be located in central locations in the following towns and cities close to accessible transport links: Glasgow, Edinburgh, Belfast, Newcastle, Leeds, Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon and Stratford. Our Regional Centres in Croydon, Bristol and Belfast are already operational.

In addition, there will also be a small number of specialist sites where the work cannot be done anywhere else, in Gartcosh (near Glasgow), Telford, Ipswich, Worthing and Dover, as well as our headquarters in central London. Whats more, our Welsh language service has people located in Porthmadog, as well as Cardiff.

We are letting you know about our future plans because if you are recruited into an office that is not one of these locations, you will be expected, subject to HM Revenue and Customs applicable policies, to move to one of these locations in the future. In some cases, this will be via one of our nine transitional sites.

If you are not a current civil servant, you will not be eligible for financial assistance for your move to the regional centre or a transitional or specialist site.

If you are a current HM Revenue and Customs employee and you joined us through an advert that was advertised on or after 11/01/2017, you will not be eligible for financial assistance for your move to a regional centre, a transitional site or a specialist one. This is in line with the terms of your original appointment to HM Revenue and Customs.

For more information please contact the vacancy holder.

Terms and Conditions

We really hope you decide to apply for this role. If youre successful you need to know that in February 2021 members of recognised trade unions (ARC and PCS) voted to approve a pay and contract reform offer. This means that HMRC will adopt new terms and conditions for all colleagues as part of a multi-year pay deal and contract offer, the pay deal period is 01 June 2020 31st May 2023 and terms and conditions changes take place from the 01 June 2021 onwards. These terms will apply to colleagues who already work in HMRC and if you join us, it will apply to you too. Weve put together a summary of the key changes that will be made and you can find this attached to the Job Advert.

Pay

If you are currently working for an OGD and would like to consider the impact on your pay when joining HMRC, please see the attached document "Pay on Transfer from OGD" for further information.

New entrants are expected to join on the minimum of the pay band.

Further Information

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement this will be tested as part of the selection process.

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to HMRC from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk

HMRC welcomes applications from those who need to work a more flexible arrangement and will agree to requests where possible, taking into account our operational and customer service needs. We cant guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Reasonable adjustment

We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. Please see our Disability Matters: How we can support you during our selection process booklet for more details.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via hmrcrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:
  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

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 equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
If you would like help and advice about applying for this role please visit the Career Hive

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