Customer Service Advisor

Customer Service Advisor – Belfast (579R)

HM Revenue and Customs (HMRC) is recruiting 50 Customer Service Advisors in Belfast, offering a permanent opportunity for people looking to start or develop a career in the UK Civil Service.

No previous customer service experience is required, as successful applicants will receive full training. The role involves helping HMRC customers with tax-related questions and payments, mainly by telephone, with additional support through email and webchat.

Important: This vacancy is not eligible for Skilled Worker visa sponsorship.

Job Vacancy Summary

Job Title: Customer Service Advisor – Belfast (579R)
Employer: HM Revenue and Customs (HMRC)
Department: HMRC – Customer Services Group
Reference: 478282
Job Grade: Administrative Officer
Job Type: Permanent
Number of Vacancies: 50
Salary: £28,016 per year
Location: Belfast, Northern Ireland
Working Pattern: Full-time or Part-time
Part-Time Minimum: 25 hours per week
Working Arrangement: Office-based with hybrid/homeworking opportunities
Training: 6–12 weeks
Application Deadline: 2:00 pm on Tuesday, 29 September 2026
Skilled Worker Sponsorship: Not eligible

About HM Revenue and Customs

HM Revenue and Customs is responsible for helping people pay the correct amount of tax and providing financial support to families and individuals.

HMRC supports essential UK public services by collecting revenue and delivering customer services across a wide range of tax and financial matters.

The Customer Services Group deals with millions of customer contacts each year, including telephone calls, correspondence and online enquiries.

This vacancy provides an opportunity to join HMRC in a customer-facing role with structured training and opportunities for professional development within HMRC and the wider Civil Service.

About the Customer Service Advisor Role

As a Customer Service Advisor, you will be one of the first points of contact for HMRC customers.

You will provide advice and assistance primarily over the telephone, while also supporting customers through email and webchat.

You do not need previous experience in the role because HMRC provides structured training to help successful applicants develop the knowledge and skills required.

The position is suitable for applicants who enjoy helping people, communicating clearly and working in a demanding but rewarding customer-service environment.

Key Responsibilities

Your duties may include:

Speaking with customers by telephone and helping resolve their questions and issues.
Helping customers understand and pay the correct amount of tax at the correct time.
Taking payments by telephone and through online services.
Creating and maintaining accurate customer records.
Supporting customers through webchat and email.
Providing information clearly and efficiently.
Handling different types of customer conversations.
Maintaining a high standard of customer service.

Debt Management Duties

Some successful applicants may be allocated to the Debt Management team.

If you are assigned to this area, additional responsibilities may include:

Discussing outstanding tax-related debts with customers.
Calculating interest and penalties.
Explaining penalties associated with late payments or late filing of tax returns.
Collecting outstanding payments.
Helping customers understand their payment responsibilities.

The specific team you join will be determined after you are successful in the recruitment process.

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Working Hours and Shifts

HMRC operates a range of customer-service shifts to ensure customers can access assistance when they need it.

Shifts can operate between:

7:45 am and 8:00 pm, Monday to Saturday.

See also ED Receptionist

The advert states that employees will work:

A maximum of one late shift per week, ending at 8:00 pm.
A maximum of six Saturdays per year.

Part-time applications are also considered.

Part-time employees must work a minimum of 25 hours per week, covering a variety of shifts.

Exact working days, hours and shift arrangements will be discussed with the successful applicant’s manager.

Pay and annual leave for part-time employees will be calculated on a pro-rata basis where the working arrangement is agreed.

Office and Hybrid Working

HMRC describes itself as an office-based organisation and expects employees to spend approximately 60% of their working time in the office.

The office environment provides opportunities for:

Collaboration with colleagues.
Interaction with other teams.
Learning and development.
Building workplace relationships.
Access to the wider HMRC working environment.

The majority of Customer Services roles allow employees to work from home for two days per week, averaged over a calendar month, where operational requirements allow.

This homeworking arrangement can include Saturday and 8:00 pm shifts.

Training and Induction

Successful applicants will undertake an induction and training programme lasting approximately 6–12 weeks.

During the training programme, employees are expected to work:

37 hours per week, Monday to Friday, between 9:00 am and 5:00 pm.

Training will take place at the designated Regional Centre.

Applicants should be aware that annual leave or time off is not normally permitted during the first six weeks of training.

Further details about the training schedule will be provided after employment begins.

Who Can Apply?

Previous customer service experience is not required.

HMRC will provide full training to successful candidates.

However, applicants should be comfortable:

Talking to customers on the telephone.
Discussing potentially sensitive issues, including debt.
Writing accurate notes.
Providing information clearly and quickly.
Handling different types of conversations.
Working in a demanding environment.

Skills and Person Specification

HMRC is looking for applicants who can demonstrate:

Strong verbal and written communication skills in English.
A commitment to providing excellent customer service.
A positive, can-do attitude.
A passion for helping and supporting people.
Resilience when dealing with challenging situations.
The ability to communicate information quickly and clearly.
Confidence handling different conversations.
Basic mathematics skills.

No Previous Experience Required

One of the notable features of this vacancy is that previous experience is not necessary.

See also Personal Assistant (x5)

HMRC states that successful applicants will be fully trained.

This means the opportunity may be particularly relevant to candidates seeking to enter customer service, administration, public-sector employment or the wider Civil Service.

Civil Service Behaviours

Candidates will be assessed against the following Civil Service behaviours:

Managing a Quality Service
Delivering at Pace
Communicating and Influencing

Applicants should prepare examples from their own experience demonstrating how they have dealt with customers, delivered work efficiently, maintained quality and communicated effectively.

Salary

The salary for this position is:

£28,016 per year

External applicants will normally join at the minimum of the applicable pay band.

HMRC also makes a significant employer contribution to the Civil Service pension scheme.

Pension and Benefits

Alongside the £28,016 salary, HMRC states that it contributes approximately £8,116 towards membership of the Civil Service Defined Benefit Pension Scheme.

Other benefits include:

Civil Service pension contributions of at least 28.97% of salary.
Annual leave starting at 25 days.
An additional day of leave for each year of qualifying service, up to 30 days.
Flexible working policies.
Hybrid working opportunities where operationally possible.
Family-friendly policies.
Personal support.
Coaching and development opportunities.

Skilled Worker Visa Sponsorship

This vacancy is NOT eligible for Skilled Worker sponsorship.

The official advert specifically states that the role is not eligible for Skilled Worker sponsorship.

The advertised salary of £28,016 is also below the salary thresholds referred to in the advert.

Therefore, applicants who require a new Skilled Worker visa sponsorship should not assume that HMRC will sponsor them for this position.

Applicants should instead check that they independently meet the advertised nationality and right-to-work requirements before applying.

Right to Work and Nationality Requirements

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 under the EU Settlement Scheme.
Certain individuals with limited or indefinite leave to remain who met the relevant EUSS eligibility requirements.
Turkish nationals and certain qualifying family members who have accrued the right to work in the Civil Service.

Applicants should review the official nationality requirements before submitting an application.

Recruitment and Selection Process

The vacancy uses the Civil Service Success Profiles recruitment framework.

The advertised recruitment stages include:

Eligibility form.
Application form.
Civil Service Customer Service Test.
Video interview.

Candidates should carefully complete the eligibility sections of the application form.

See also Personal Assistant/Admin

Civil Service Customer Service Test

After submitting the first stage of the application, eligible candidates may be invited to complete the Civil Service Customer Service Test.

Candidates who successfully pass the test will progress to the final stage.

Applicants are advised to complete the online test as soon as possible, with HMRC recommending completion within 24–48 hours of receiving the invitation.

The closing date for the online test is:

2:00 pm on 29 September 2026.

Failure to complete the test before the deadline may result in the application being withdrawn.

Important Online Test Dates

Applicants should take note of the online test maintenance dates.

The advert states that online test maintenance will take place on:

13 September 2026
27 September 2026

Online tests will be unavailable during the relevant maintenance periods, although progress will be saved.

Applicants should not wait until the final day to complete their test.

Technical problems should be reported with supporting evidence before 8:00 am on 29 September 2026.

No extension will be provided for completing the test.

Video Interview

Candidates who progress to the interview stage will be invited to complete a video interview.

The interview will assess Civil Service behaviours.

Candidates will receive instructions explaining:

How to access the interview.
What identification is required.
How the interview process works.
What applicants need to prepare.

After receiving an interview invitation, candidates will have seven days to complete and submit the interview.

If an applicant cannot meet the deadline, they should contact the recruitment team before the deadline.

Artificial Intelligence and Applications

HMRC allows applicants to use artificial intelligence tools to support their application where appropriate.

However, candidates must ensure that all examples and statements are:

Truthful.
Factually accurate.
Based on their own experience.

Plagiarism or presenting AI-generated material or another person’s experience as your own may result in the application being withdrawn.

See also Technical Support Officer

Internal candidates may also face disciplinary action where appropriate.

Reasonable Adjustments

HMRC aims to ensure that applicants are not disadvantaged during recruitment.

Reasonable adjustments may be available where applicants require additional support.

Candidates who require an adjustment should contact the recruitment team as early as possible before the closing date.

Applicants should also complete the Assistance required section of the application where appropriate.

Security Checks

Successful candidates will be required to complete relevant pre-employment checks.

These include:

A standard or equivalent criminal record check.
Baseline Personnel Security Standard checks.

Successful candidates may also be subject to checks against HMRC’s Internal Fraud Database as part of pre-employment screening.

Reserve List

HMRC may operate a reserve list for candidates who meet the required standard but are not immediately appointed.

The reserve list may remain in place for up to 12 months.

Candidates placed on the reserve list may subsequently be considered for the same or similar vacancies where further appointments are required.

Important Application Warning

Applicants should make sure they allow enough time to complete the entire recruitment process.

The advert states that:

Late applications will not be accepted.

If an applicant makes an error in the eligibility section, they should contact the recruitment team as soon as possible.

HMRC states that applications may not be reopened where the request is received later than two working days before the vacancy closes.

Application Deadline

Closing date: 2:00 pm on Tuesday, 29 September 2026

Applicants should submit their application before the deadline.

The online test also closes at 2:00 pm on 29 September 2026, and candidates who fail to complete the test by the deadline may have their application withdrawn.

How to Apply

Applications should be submitted through the official Civil Service Jobs recruitment system.

See also Admin Assistant

Candidates should carefully review the eligibility requirements and complete all required stages.

Full Details + Apply: Civil Service Jobs – Customer Service Advisor, Belfast

Frequently Asked Questions

Is previous experience required?

No. HMRC states that previous experience is not necessary because successful candidates will receive full training.

How many vacancies are available?

There are 50 positions available.

What is the salary?

The advertised salary is £28,016 per year.

Where is the job based?

The vacancy is based in Belfast, Northern Ireland.

Is the position permanent?

Yes. The contract type is permanent.

Can I work part-time?

Yes. HMRC will consider part-time requests, with a minimum of 25 hours per week, subject to operational requirements.

Is the role hybrid?

HMRC expects employees to spend around 60% of their working time in the office. The majority of Customer Services roles allow homeworking for two days per week where operational requirements permit.

Is Skilled Worker sponsorship available?

No. The advert explicitly states that this role is not eligible for Skilled Worker sponsorship.

What are the working hours?

Shifts operate between 7:45 am and 8:00 pm, Monday to Saturday. Employees will work no more than one late shift per week and no more than six Saturdays per year.

How long is the training?

The induction and training programme lasts approximately 6–12 weeks.

What happens during training?

Training is full-time, 37 hours per week, Monday to Friday, from 9:00 am to 5:00 pm, at the designated Regional Centre.

What recruitment tests are involved?

The recruitment process includes an eligibility form, application form, Civil Service Customer Service Test and video interview.

Final Reminder for Applicants

This is a sizeable HMRC recruitment campaign offering 50 permanent Customer Service Advisor positions in Belfast, with a starting salary of £28,016 and full training provided.

However, applicants who require Skilled Worker sponsorship should be aware that HMRC explicitly confirms that this vacancy is not eligible for Skilled Worker sponsorship.

Check your eligibility carefully and complete all required recruitment stages before the deadline.

Application deadline: 2:00 pm, 29 September 2026.

Source and Disclaimer

Source: HM Revenue and Customs / Civil Service Jobs.

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