Customer Service Advisor – Belfast | HMRC
HM Revenue and Customs (HMRC) is recruiting Customer Service Advisors in Belfast, with 50 permanent positions available. The role is open to candidates with no previous experience, as full training is provided.
The position offers a salary of £28,016 per year, flexible and part-time working options, structured training, career development opportunities and Civil Service pension benefits.
Important: This vacancy is not eligible for Skilled Worker visa sponsorship.
Job Details
- Job title: Customer Service Advisor – Belfast (579R)
- Employer: HM Revenue and Customs (HMRC)
- Reference: 478282
- Location: Belfast, Northern Ireland
- Salary: £28,016 per year
- Job grade: Administrative Officer
- Contract: Permanent
- Job type: Operational Delivery
- Working pattern: Full-time, part-time and flexible working
- Vacancies: 50
- Application deadline: 2:00 pm, Tuesday 29 September 2026
- Training: 6–12 weeks
- Sponsorship: Not eligible for Skilled Worker sponsorship
About the Role
HMRC is looking for Customer Service Advisors to become the first point of contact for customers seeking help with tax-related questions and other issues.
The role is predominantly telephone-based, although advisors may also provide support through email and webchat.
No previous customer service experience is required. HMRC provides structured training to help successful candidates develop the knowledge and skills needed to support customers effectively.
The successful applicants will have opportunities to develop their careers within HMRC and the wider Civil Service.
Key Responsibilities
As a Customer Service Advisor, your responsibilities will include:
- Speaking with customers by telephone and helping them resolve questions and issues.
- Providing clear information and assistance relating to tax and HMRC services.
- Helping customers 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 quickly and clearly while maintaining good customer service.
If allocated to the Debt Management team, additional responsibilities may include discussing, calculating and collecting interest and penalties relating to late payments or late tax returns.
Your team allocation will be decided after you are successful in the recruitment process.
Requirements / Person Specification
No previous experience is required, as HMRC will provide full training.
Applicants should be:
- Comfortable speaking with customers by telephone.
- Comfortable discussing debt and financial matters with customers where required.
- Able to write clear and accurate notes.
- Confident communicating verbally and in writing in English.
- Committed to providing high-quality customer service.
- Positive, enthusiastic and willing to support people.
- Resilient when working in a demanding environment.
- Able to handle different types of customer conversations.
- Able to provide information clearly and efficiently.
- Comfortable with basic mathematics.
The selection process will assess the following Civil Service behaviours:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Salary & Benefits
The salary for the role is £28,016 per year. New external applicants will normally join at the minimum of the pay band.
HMRC also provides a range of benefits, including:
- Civil Service Alpha pension with an employer contribution of 28.97%.
- Employer pension contribution equivalent to 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 career development.
- Flexible and hybrid working arrangements where operational requirements allow.
Working Pattern
Customer Service Advisors work a range of shifts between 7:45 am and 8:00 pm, Monday to Saturday.
Employees will normally work:
- A maximum of one late shift per week, ending at 8:00 pm.
- A maximum of six Saturdays per year.
HMRC operates an office-based working model, with employees expected to spend approximately 60% of their working time in the office.
Most customer service roles allow employees to work from home two days per week, averaged over a calendar month, where they choose to do so and where the role permits.
Part-time working may also be considered. Part-time employees must work a minimum of 25 hours per week, covering a variety of shifts.
Training Programme
Successful candidates will complete an induction programme lasting approximately 6–12 weeks.
During training, employees are expected to work:
- 37 hours per week
- Monday to Friday
- 9:00 am to 5:00 pm
- From the designated HMRC 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 visa sponsorship.
The advert specifically states that the role pays below the applicable salary levels for Skilled Worker sponsorship. Therefore, applicants requiring new Skilled Worker sponsorship should not treat this vacancy as a sponsorship opportunity.
Applicants must otherwise meet the Civil Service’s applicable nationality and right-to-work requirements.
The vacancy is broadly open to eligible:
- UK nationals
- Republic of Ireland nationals
- Certain Commonwealth nationals with the right to work in the UK
- Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals and qualifying family members
- Certain individuals with settled or pre-settled status or other qualifying UK immigration status
- Turkish nationals and certain qualifying family members who have acquired the right to work in the Civil Service
Applicants should check the official eligibility requirements before applying.
Application / Selection Process
The recruitment process includes:
- Eligibility form
- Application form
- Civil Service Customer Service Test
- Video interview
The vacancy uses the Civil Service Success Profiles framework and assesses behaviours and ability.
After submitting the initial application, eligible candidates will be invited to complete the Civil Service Customer Service Test.
Candidates are advised to complete the online test as soon as possible, preferably within 24–48 hours of receiving the invitation.
The deadline for completing the online test is 2:00 pm on 29 September 2026. Applicants who fail to complete the test before the deadline may have their application withdrawn.
If invited to interview, candidates will complete a video interview based on Civil Service behaviours.
Candidates will normally have seven days after receiving their interview invitation to complete and submit the video interview.
Applicants requiring reasonable adjustments should contact the HMRC recruitment team as early as possible before the closing date.
Recruitment contact: csgrecruitmentqueries@hmrc.gov.uk
Reference: 478282 / 579R Belfast
Deadline
The closing date for applications is:
2:00 pm on Tuesday 29 September 2026
Late applications will not be accepted.
Applicants should also be aware that the online test has its own deadline of 2:00 pm on 29 September 2026.
Security & Eligibility Checks
Successful candidates will be subject to the required pre-employment checks, including:
- Standard or equivalent criminal record checks.
- Baseline Personnel Security Standard checks.
- Internal Fraud Database checks where applicable.
Candidates must also satisfy the relevant Civil Service nationality requirements.
FAQs
Is previous experience required?
No. HMRC states that previous experience is not necessary because successful candidates will receive full training.
What is the salary?
The advertised salary is £28,016 per year.
Is this a permanent job?
Yes. The vacancy is offered on a permanent contract.
Can I apply for part-time work?
Yes. HMRC will consider part-time requests, subject to operational requirements. Part-time working is a minimum of 25 hours per week.
Is this job hybrid?
The role is office-based, with employees expected to spend around 60% of their working time in the office. Most customer service roles allow two days working from home per week where applicable.
Is Skilled Worker sponsorship available?
No. This role is explicitly not eligible for Skilled Worker sponsorship.
Do I need customer service experience?
No. HMRC provides structured training for successful applicants.
How many positions are available?
There are 50 vacancies for the Belfast Customer Service Advisor role.
What are the working hours?
Shifts operate between 7:45 am and 8:00 pm, Monday to Saturday. Employees will normally work no more than one late shift per week and no more than six Saturdays per year.
What happens during training?
The induction programme lasts approximately 6–12 weeks. During training, employees work full-time, 37 hours per week, Monday to Friday from 9:00 am to 5:00 pm, at the designated Regional Centre.
How do I apply?
Applications should be submitted through the official Civil Service Jobs vacancy before the 2:00 pm, 29 September 2026 deadline.
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