Customer Service Advisor Cardiff (577R) – HMRC
Looking for a permanent customer service role with the UK Government? HM Revenue and Customs (HMRC) is recruiting 45 Customer Service Advisors in Cardiff, with full-time and part-time opportunities available.
No previous experience is required, as successful candidates receive structured training and development.
Job Details
- Job title: Customer Service Advisor Cardiff (577R)
- Employer: HM Revenue and Customs (HMRC)
- Reference: 474979
- Location: Cardiff
- Salary: £28,016 per year
- Grade: Administrative Officer
- Contract: Permanent
- Vacancies: 45
- Working pattern: Full-time, part-time and flexible working
- Closing date: 2:00 pm, Monday 21 September 2026
- Department: HMRC Customer Services Group
- Role type: Operational Delivery
About the Role
Customer Service Advisors are among the first points of contact for HMRC customers. You will provide advice and assistance mainly by telephone, with some support delivered through email and webchat.
HMRC deals with a wide range of customer enquiries, including helping people understand their tax responsibilities and make payments correctly.
The role offers structured training, development opportunities and potential opportunities to progress within HMRC or the wider Civil Service.
Key Responsibilities
As a Customer Service Advisor, you will:
- Speak with customers by telephone and help resolve their questions or issues.
- Provide clear and accurate information about tax and related matters.
- Help customers pay the correct amount of tax at the right time.
- Take payments by telephone and through online services.
- Create and maintain accurate customer records.
- Support customers through webchat and email.
- Handle different and sometimes challenging customer conversations.
If allocated to the Debt Management team, you may also discuss, calculate and collect interest and penalties relating to late payments or late tax returns.
The team you are allocated to will be decided after you are successful in the recruitment process.
Requirements / Person Specification
No previous experience is necessary. HMRC will provide full training.
You should be comfortable:
- Speaking to customers on the telephone.
- Discussing debt with customers where required.
- Writing clear notes following customer conversations.
- Handling different types of conversations.
- Providing information quickly and clearly.
- Working in a demanding customer-facing environment.
HMRC is looking for applicants with:
- Strong verbal and written communication skills in English.
- A commitment to providing good customer service.
- A positive, can-do approach.
- Resilience and the ability to support customers effectively.
- Basic maths skills.
Civil Service Behaviours
The selection process will assess candidates against:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Salary & Benefits
The salary is £28,016 per year, with new external applicants joining at the minimum of the pay band.
HMRC also provides a range of benefits, including:
- Civil Service Alpha pension with employer contributions of at least 28.97% of salary.
- A stated employer pension contribution of approximately £8,116 based on the advertised salary.
- Annual leave starting at 25 days, increasing by one day for each year of qualifying service up to 30 days.
- Family-friendly policies.
- Personal support.
- Coaching and development opportunities.
- Flexible and hybrid working arrangements where operational requirements allow.
Working Pattern
Customer service shifts operate between 7:45 am and 8:00 pm, Monday to Saturday.
Employees will work:
- A maximum of one late shift per week ending at 8:00 pm.
- A maximum of six Saturdays per year.
HMRC expects colleagues to spend approximately 60% of their working time in the office.
For the majority of customer service roles, employees may work from home for two days per week where this is chosen and operationally appropriate, averaged over a calendar month.
Part-time applications are also considered. Part-time work is a minimum of 25 hours per week, covering a variety of shifts. Pay and annual leave will be pro-rated where a part-time arrangement is agreed.
Training
The induction training programme lasts approximately 6–12 weeks.
During training, employees must work:
- 37 hours per week
- Monday to Friday
- 9:00 am to 5:00 pm
- From their designated Regional Centre
Training will take place in the Cardiff Regional Centre. Annual leave or time off is not normally permitted during the first six weeks of training.
Visa / Right-to-Work
This vacancy is not eligible for Skilled Worker sponsorship.
HMRC specifically states that the role does not qualify for Skilled Worker sponsorship. The advertised salary of £28,016 is also below the salary levels referenced in the vacancy.
Applicants therefore need to already have the appropriate right to work in the UK for this Civil Service position.
The vacancy is broadly open to eligible groups including UK nationals, Irish nationals, certain Commonwealth nationals with UK work rights, qualifying EU/EEA/Swiss nationals and family members with relevant status, and other groups covered by Civil Service nationality rules.
Application / Selection Process
The recruitment process uses the Civil Service Success Profiles framework and will assess Behaviours and Ability.
The process includes:
- Eligibility form
- Application form
- Civil Service Customer Service Test
- Video interview
After submitting the first stage of the application, eligible candidates will be invited to complete the Civil Service Customer Service Test.
Candidates are advised to complete the test within 24–48 hours of receiving the invitation.
The test closing deadline is 2:00 pm on 21 September 2026. Failure to complete the test before the deadline may result in withdrawal from the recruitment process.
Candidates who progress to interview will undertake a video interview based on Civil Service Behaviours. After receiving an interview invitation, candidates will have seven days to complete and submit the interview.
For application-related queries, contact the HMRC Volume Recruitment Team at:
csgrecruitmentqueries@hmrc.gov.uk
Application Deadline
Apply before 2:00 pm on Monday 21 September 2026.
Late applications will not be accepted.
Applicants should also allow enough time to complete all stages of the recruitment process before the relevant deadlines.
Important Sponsorship Note
This opportunity may be relevant to people already authorised to work in the UK who are seeking a permanent HMRC customer service position.
However, it should not be presented as a visa sponsorship opportunity. HMRC explicitly confirms that the role is not eligible for Skilled Worker sponsorship.
Frequently Asked Questions
Is previous experience required?
No. HMRC states that no previous experience is necessary and successful applicants will receive full training.
How much does the role pay?
The advertised salary is £28,016 per year.
Where is the job based?
The position is based in Cardiff, with employees expected to spend around 60% of their working time in the office.
Is this a permanent position?
Yes. The vacancy is a permanent Civil Service position.
Are part-time applications accepted?
Yes. HMRC will consider part-time requests, with a minimum of 25 hours per week covering a variety of shifts.
Is the role eligible for Skilled Worker sponsorship?
No. HMRC explicitly states that this role is not eligible for Skilled Worker sponsorship.
Do I need previous customer service experience?
No. However, applicants should be comfortable communicating with customers, handling different conversations, writing notes and providing clear information.
How many positions are available?
There are 45 vacancies advertised for Cardiff.
What behaviours are assessed?
The advertised behaviours are Managing a Quality Service, Delivering at Pace, and Communicating and Influencing.
When does the vacancy close?
Applications close at 2:00 pm on Monday 21 September 2026.
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