HM Revenue and Customs (HMRC) is recruiting 55 Customer Service Advisors in Nottingham. This is a permanent Civil Service role suitable for applicants who want to start or develop a career in customer service.
No previous experience is required, as full training is provided.
Job Details
- Employer: HM Revenue and Customs (HMRC)
- Role: Customer Service Advisor – Nottingham (584R)
- Reference: 481244
- Location: Nottingham
- Salary: £28,016 per year
- Grade: Administrative Officer
- Contract: Permanent
- Working pattern: Full-time or part-time
- Vacancies: 55
- Closing date: 2:00 pm, Tuesday 13 October 2026
About the Role
You will be one of the first points of contact for HMRC customers, providing advice and assistance mainly by telephone, with additional support through email and webchat.
The role involves helping customers with tax-related enquiries, taking payments, maintaining customer records and providing clear information.
Some successful applicants may be allocated to the Debt Management team, where duties can include discussing, calculating and collecting interest and penalties relating to late payments or tax returns.
Key Responsibilities
- Speak with customers by telephone and help resolve their questions or issues.
- 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.
- Provide clear and accurate information.
- Where allocated to Debt Management, discuss and collect relevant interest and penalties.
Training Provided
Yes — full training is provided.
The induction programme lasts approximately 6–12 weeks. During this period, employees must work full-time, 37 hours per week, Monday to Friday, between 9:00 am and 5:00 pm.
Training takes place at the designated HMRC Regional Centre.
Working Hours and Hybrid Working
Customer service shifts operate between 7:45 am and 8:00 pm, Monday to Saturday.
The advert states:
- Maximum of one late shift per week ending at 8:00 pm.
- Maximum of six Saturdays per year.
- The role is office-based with an expectation of spending 60% of working time in the office.
- Most customer service roles allow employees to work from home two days per week, averaged over a calendar month.
- Part-time working may be considered, with a minimum of 25 hours per week.
Who Can Apply?
No previous experience is required. HMRC is looking for people who can:
- Communicate clearly in spoken and written English.
- Provide high-quality customer service.
- Handle different types of conversations.
- Explain information quickly and clearly.
- Work effectively in a demanding environment.
- Demonstrate resilience and a positive attitude.
- Use basic maths skills.
- Communicate confidently with customers by telephone.
Civil Service Behaviours
The recruitment process will assess:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
Salary and Benefits
The salary is £28,016 per year.
The role also includes Civil Service benefits, including:
- Civil Service Alpha pension with an employer contribution of at least 28.97%.
- Annual leave starting at 25 days, increasing to a maximum of 30 days with qualifying service.
- Family-friendly policies.
- Personal support.
- Coaching and development opportunities.
- Flexible and hybrid working policies where operational requirements allow.
Visa Sponsorship / Right to Work
Important: This role is NOT eligible for Skilled Worker sponsorship.
The advert specifically states that the salary is below the applicable sponsorship thresholds and therefore this vacancy cannot provide Skilled Worker sponsorship.
Applicants who require new Skilled Worker sponsorship should therefore not treat this vacancy as a sponsorship opportunity.
The vacancy has separate Civil Service nationality and right-to-work requirements, including eligibility for UK nationals, certain Irish/Commonwealth nationals and qualifying EU/EEA/Swiss nationals and their family members, as well as other categories specified in the advert.
Application and Selection Process
The recruitment process includes:
- Eligibility form
- Application form
- Civil Service Customer Service Test
- Video interview
Applicants invited to the online test are advised to complete it within 24–48 hours where possible.
The test deadline is 2:00 pm on 13 October 2026. Late applications or late test submissions will not be accepted.
If invited to interview, the interview will be conducted by video and will assess Civil Service Behaviours.
Important Application Information
The advert states that applicants must ensure their application examples are truthful, factually accurate and based on their own experience.
AI tools may be used to support an application, but plagiarism or presenting generated material or another person’s experience as your own can result in the application being withdrawn.
Closing Date
2:00 pm, Tuesday 13 October 2026
Applicants should allow sufficient time to complete both the application and any required online testing before the deadline.
How to Apply
Apply through the official Civil Service Jobs vacancy:
Source: Civil Service Jobs / HM Revenue and Customs.