Customer Service Advisor – HMRC, Edinburgh | £28,016 Salary | 45 Vacancies
HM Revenue and Customs (HMRC) is recruiting 45 Customer Service Advisors in Edinburgh, offering a permanent opportunity with a starting salary of £28,016 per year.
This is an entry-level-friendly Civil Service opportunity because no previous experience is required. Successful applicants will receive structured training and development to help them build a career within HMRC and the wider Civil Service.
The role involves helping members of the public with tax-related enquiries, primarily by telephone, as well as through email and webchat.
Important: This vacancy is not eligible for Skilled Worker visa sponsorship. The advert specifically states that the salary is below the applicable sponsorship thresholds.
Customer Service Advisor Job Overview
| Job Detail | Information |
|---|---|
| Job title | Customer Service Advisor – Edinburgh (586R) |
| Employer | HM Revenue and Customs (HMRC) |
| Reference number | 479881 |
| Job grade | Administrative Officer |
| Salary | £28,016 per year |
| Contract | Permanent |
| Location | Edinburgh, Scotland |
| Number of vacancies | 45 |
| Working pattern | Full-time and part-time |
| Job type | Operational Delivery |
| Business area | HMRC Customer Services |
| Training | Fully provided |
| Experience required | No previous experience necessary |
| Closing date | 2:00 pm, Tuesday 29 September 2026 |
| Skilled Worker sponsorship | Not available for this role |
About HM Revenue and Customs
HM Revenue and Customs plays a central role in the UK by helping people pay the correct amount of tax and providing financial support to families and individuals.
HMRC’s customer service teams deal with a wide range of enquiries and provide assistance to members of the public through different channels.
The organisation handles millions of customer contacts and correspondence each year, making customer-facing roles an important part of its work.
For applicants looking to enter the Civil Service, this position provides an opportunity to gain experience in a major UK government department while receiving structured training and development.
About the Customer Service Advisor Role
As a Customer Service Advisor, you will be one of the first points of contact for HMRC customers.
The role is predominantly telephone-based, although you may also communicate with customers through email and webchat.
You will help customers understand and resolve their questions, provide clear information and assist them with their tax-related responsibilities.
HMRC says successful candidates will receive training to help them navigate different conversations and provide accurate and timely information.
The role could therefore suit candidates with strong communication skills who enjoy helping people and are comfortable dealing with different types of customer enquiries.
Customer Service Advisor Responsibilities
Your responsibilities may include:
- Speaking with customers by telephone and helping them with their questions or issues.
- Helping customers pay the correct amount of tax at the appropriate time.
- Taking payments by telephone and through online services.
- Creating customer records and keeping information up to date.
- Supporting customers through webchat and email.
- Providing information clearly and efficiently.
- Handling different types of customer conversations.
- Maintaining accurate notes and customer records.
- Delivering a high standard of customer service.
Additional Debt Management Responsibilities
Candidates allocated to the Debt Management team will have additional responsibilities.
These may include discussing, calculating and collecting interest and penalties relating to late payments or late filing of tax returns.
The team you are allocated to will be determined after you are successful in the recruitment process.
No Previous Experience Required
One of the major attractions of this vacancy is that previous experience is not required.
HMRC states that successful applicants will be fully trained.
However, candidates should be comfortable speaking to members of the public over the telephone and discussing potentially sensitive subjects such as tax and debt.
You should also be comfortable writing notes because the role is mainly telephone-based.
This could make the position particularly suitable for people looking to start or develop a career in customer service, administration, public service or the Civil Service.
Skills and Person Specification
HMRC is looking for candidates who can demonstrate strong communication and customer service skills.
You should have:
- Good verbal and written communication skills in English.
- A commitment to providing excellent customer service.
- A positive, can-do attitude.
- A passion for supporting people.
- Resilience when working in a demanding environment.
- The ability to provide information quickly and clearly.
- Confidence handling different types of conversations.
- Basic maths skills.
- The ability to communicate effectively with customers.
- The ability to maintain accurate written records.
You do not need to have previous HMRC experience.
Civil Service Behaviours
Candidates will be assessed against the following Civil Service behaviours:
Managing a Quality Service
You should demonstrate that you can provide a reliable, accurate and effective service to customers.
Delivering at Pace
You should be able to manage your workload effectively and provide information or assistance within appropriate timescales.
Communicating and Influencing
You should demonstrate the ability to communicate clearly and appropriately with different customers and situations.
Working Hours and Shifts
HMRC operates a variety of customer service shifts.
The role covers shifts between:
7:45 am and 8:00 pm, Monday to Saturday.
There are limits on the less convenient shifts. Employees will work:
- A maximum of one late shift per week ending at 8:00 pm.
- A maximum of six Saturdays per year.
The position is available on both a full-time and part-time basis.
Part-time employment is available at a minimum of 25 hours per week, covering a variety of shifts.
Working days, hours and shift patterns will be discussed with your manager after you join HMRC.
For part-time employees, salary and annual leave will be calculated on a pro-rata basis where the arrangement is agreed.
Training and Induction
Successful candidates will complete an induction training programme lasting approximately 6 to 12 weeks.
During the induction period, employees will be expected to work:
37 hours per week, Monday to Friday, 9:00 am to 5:00 pm.
The training will take place at the designated Regional Centre.
HMRC states that annual leave or time off is not normally permitted during the first six weeks of training.
Applicants should therefore consider this requirement before accepting an offer.
Office and Hybrid Working
HMRC describes itself as an office-based organisation, with employees expected to spend approximately 60% of their working time in the office.
The role is based in the designated Regional Centre in Edinburgh.
However, the majority of customer service roles allow employees to work from home two days per week if they choose, averaged over a calendar month.
This arrangement also includes Saturday and 8:00 pm shifts.
Part-time employees will have the arrangement calculated proportionately.
Important: Existing contractual HMRC homeworkers should note that the advert specifically states that this role is unsuitable for contractual homeworkers because of the nature and requirements of the position.
Salary and Civil Service Pension
The salary for this position is:
£28,016 per year
External applicants will join on the minimum of the applicable pay band.
HMRC also contributes 28.97% towards the Civil Service pension.
The advert states that this represents an employer contribution of approximately £8,116 based on the advertised salary.
Benefits
Employees can access a range of HMRC and Civil Service benefits, including:
- Civil Service pension.
- Employer pension contributions of at least 28.97%.
- Annual leave starting at 25 days.
- Annual leave increasing by one day for each year of qualifying service, up to 30 days.
- Flexible working arrangements.
- Hybrid working arrangements where operational requirements allow.
- Family-friendly policies.
- Personal support.
- Coaching and development.
- Career development opportunities.
Is Skilled Worker Sponsorship Available?
No.
This is extremely important for international applicants.
The official vacancy explicitly states:
“This role is not eligible for ‘skilled worker’ sponsorship.”
The advert explains that the role’s salary is below the applicable Skilled Worker sponsorship thresholds.
Therefore, applicants who specifically require a new Skilled Worker visa sponsorship should not assume that this vacancy can provide sponsorship.
This is not a sponsored job opportunity for applicants who need an employer to sponsor a Skilled Worker visa.
Applicants who already have an independent legal right to work in the UK may still be eligible, subject to the vacancy’s nationality and eligibility requirements.
Who Can Apply?
The vacancy is broadly open to eligible:
- UK nationals.
- Republic of Ireland nationals.
- Commonwealth nationals who have the right to work in the UK.
- Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals and qualifying family members with settled or pre-settled status.
- Certain individuals with limited or indefinite leave to remain who meet the relevant requirements.
- Turkish nationals and certain family members who have accrued the right to work in the Civil Service.
Applicants must meet the relevant Civil Service nationality and right-to-work requirements.
Recruitment and Selection Process
The vacancy uses the Civil Service Success Profiles recruitment framework.
The recruitment process includes:
- Eligibility form.
- Application form.
- Civil Service Customer Service Test.
- Video interview.
Applicants should carefully complete the eligibility sections of the application.
Mistakes in eligibility information can cause problems, and HMRC warns that requests to reopen applications may not be possible if they are made too close to the closing date.
Civil Service Customer Service Test
After submitting the initial application, eligible candidates will be invited to complete the Civil Service Customer Service Test.
Candidates who successfully pass the test will proceed to the final stage of the recruitment process.
HMRC recommends completing the online test within 24 to 48 hours of receiving the invitation.
The final deadline for completing the test is:
2:00 pm on Tuesday 29 September 2026.
Late completion is not accepted.
Candidates should also note that technical assistance is not guaranteed after 8:00 am on Tuesday 29 September 2026.
The advert also lists planned periods when the online test platform will be unavailable:
- Sunday 13 September 2026, 12:00 pm–1:00 pm.
- Sunday 27 September 2026, 4:00 pm–12:00 am.
Applicants should plan accordingly.
Video Interview
Candidates who progress to the interview stage will complete a video interview.
The interview will assess Civil Service behaviours.
Applicants will receive instructions explaining how to access the interview and what identification will be required.
Once an interview invitation is received, candidates will have 7 days to complete and submit the interview.
Candidates who cannot meet the deadline should contact HMRC before the deadline and explain their circumstances.
HMRC Online Application Tips
Applicants should make sure that all examples and statements in their application are truthful and based on their own experience.
HMRC allows artificial intelligence tools to be used to support an application, but candidates remain responsible for ensuring that their examples are accurate and genuinely reflect their own experience.
Plagiarism or presenting somebody else’s experience as your own can result in the application being withdrawn.
Candidates should therefore use their own experiences when answering application questions.
HMRC Customer Service Advisor Application Deadline
The application deadline is:
2:00 pm on Tuesday 29 September 2026.
Late applications will not be accepted.
Applicants should avoid waiting until the final few hours to submit their application or complete the online test.
HMRC Customer Service Advisor – Edinburgh: Frequently Asked Questions
Is previous experience required?
No. HMRC states that no previous experience is necessary and successful candidates will receive full training.
How much does the job pay?
The salary is £28,016 per year.
How many vacancies are available?
There are 45 positions available.
Is the position permanent?
Yes. The vacancy is advertised as a permanent position.
Can I work part-time?
Yes. Part-time applications are considered, with a minimum of 25 hours per week, subject to agreement and operational requirements.
Can I work from home?
The role is office-based, with employees expected to spend around 60% of their working time in the office. Most customer service roles allow up to two days working from home per week if the employee chooses and operational requirements permit.
Is this a remote job?
No. It is not advertised as a fully remote position.
Does HMRC provide Skilled Worker visa sponsorship for this vacancy?
No. The official advert specifically states that the role is not eligible for Skilled Worker sponsorship.
Is training provided?
Yes. HMRC provides a structured induction programme lasting approximately 6 to 12 weeks.
What are the normal working hours?
Shifts operate between 7:45 am and 8:00 pm, Monday to Saturday.
Where is the job based?
The vacancy is based in Edinburgh, Scotland, with office attendance at the designated Regional Centre.
When does the vacancy close?
Applications must be submitted by 2:00 pm on Tuesday 29 September 2026.
Who Should Consider Applying?
This vacancy could be particularly suitable for people who:
- Want to start a Civil Service career.
- Have strong communication skills.
- Enjoy helping members of the public.
- Are interested in customer service.
- Are comfortable working over the telephone.
- Can remain professional during difficult conversations.
- Want structured training and development.
- Are looking for a permanent government role in Edinburgh.
- Already have the legal right to work in the UK.
Applicants requiring new Skilled Worker sponsorship should look for vacancies specifically advertised as eligible for sponsorship instead.
How to Apply
Interested candidates should apply through the official Civil Service Jobs vacancy.
Before submitting an application, carefully review the eligibility requirements, nationality requirements, working arrangements and recruitment stages.
Customer Service Advisor – Edinburgh (586R)
HM Revenue and Customs
Reference: 479881
Salary: £28,016
45 vacancies
Closing date: 2:00 pm, Tuesday 29 September 2026
Important Notice
This job information has been prepared from the official HMRC/Civil Service Jobs vacancy.
Job details, recruitment arrangements, deadlines and eligibility requirements can change. Applicants should always check the official vacancy before applying.
Visa warning: This particular vacancy explicitly states that it is not eligible for Skilled Worker sponsorship. Do not pay anyone who claims they can guarantee sponsorship or a job offer for this vacancy.
For the most accurate and up-to-date information, applicants should rely on the official Civil Service Jobs listing.
Source: Civil Service Jobs / HM Revenue and Customs.
Job reference: 479881.