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Customer Service Officer

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Customer Service Officer – Valuation Support Unit (Plymouth)

HM Revenue and Customs (HMRC) is recruiting 5 Customer Service Officers to join its Valuation Support Unit in Plymouth. This permanent Civil Service opportunity offers a salary of £28,016 per year, full training and a generous pension package.

Job Overview

  • Employer: HM Revenue and Customs (HMRC)
  • Job Title: Customer Service Officer – Valuation Support Unit
  • Location: Plymouth, England
  • Salary: £28,016 per year
  • Contract Type: Permanent
  • Job Grade: Administrative Officer
  • Job Type: Contact Centre / Customer Service
  • Working Pattern: Full-time, part-time, job share and flexible working
  • Number of Vacancies: 5
  • Training: Full call-handling and technical training provided
  • Visa Sponsorship: Not available. HMRC cannot offer Skilled Worker visa sponsorship for this role.
  • Job Reference: 484019
  • Closing Date: 26 October 2026 at 11:55 pm
  • Interview Arrangements: Face-to-face interviews are currently planned.

About HMRC

HM Revenue and Customs (HMRC) is a UK government department responsible for collecting taxes and supporting public services. Its Valuation Office provides property valuation expertise and advice to the public sector.

The Valuation Support Unit plays an important role in helping customers understand property valuation matters, including Council Tax and business rates.

HMRC is looking for customer-focused individuals who can communicate effectively, solve problems and provide a professional service to people with different needs.

Job Description

As a Customer Service Officer, you will help customers with enquiries relating to the Valuation Office. Most customer interactions take place over the telephone, although you may also respond to emails and written correspondence.

You could assist a small business owner with a business rates enquiry, explain a Council Tax-related matter or help a customer understand the procedures and decisions affecting their case.

Full call-handling and technical training will be provided, helping successful candidates develop the knowledge and confidence needed to perform the role.

The position also involves administrative duties, data processing and updating customer records. You will work in a busy environment where priorities can change, with support from colleagues and managers.

See also Social Worker

Key Responsibilities

  • Provide professional customer service primarily by telephone, as well as through email and written correspondence.
  • Gather information from customers and ensure the necessary details are accurate and complete.
  • Respond to enquiries and explain relevant procedures, policies and processes.
  • Manage customer expectations through clear and effective communication.
  • Help customers understand decisions and provide appropriate explanations.
  • Carry out administrative and data-processing duties to support operational activities.
  • Use computer systems and databases to retrieve, review and analyse information.
  • Maintain accurate records of customer interactions and update the appropriate systems.
  • Handle sensitive customer situations calmly, professionally and with empathy.

Essential Requirements

Applicants should demonstrate the following skills and qualities:

  • A strong commitment to customer service and delivering high-quality support.
  • Excellent listening and communication skills, including the ability to work with people with different needs.
  • The ability to work at pace and adapt when priorities change.
  • Resilience and the ability to manage difficult situations calmly and professionally.
  • Empathy and compassion when dealing with customers who may be vulnerable or under stress.
  • The ability to handle and record information safely and securely.
  • A goal-oriented approach and the motivation to work towards targets.
  • Good IT skills, including keyboard skills and working knowledge of Microsoft Word, Excel and Outlook.
  • The ability to work effectively as part of a team.

Training and Development

Successful applicants will receive full call-handling and technical training to prepare them for the role.

The position offers an opportunity to develop customer service, communication, problem-solving, data-processing and administrative skills. Coaching, personal support and development opportunities are also available through HMRC.

During the initial training period, employees will be expected to attend the office five days per week to support effective learning.

Working Hours and Hybrid Working

The role operates on a rota, with working hours currently scheduled between 7:30 am and 6:00 pm, Monday to Friday. These hours may change according to business needs.

HMRC welcomes applications from people interested in full-time, part-time, job-share and alternative working arrangements. However, specific patterns cannot be guaranteed and should be discussed with the vacancy holder.

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After training, the expected arrangement for this role is three days per week in the office. Hybrid working will be discussed with the successful employee and their manager once they can perform the role effectively without regular assistance.

HMRC’s wider hybrid-working policy generally expects employees to spend 60% of their working time in the office, with home working available where the role permits.

Salary and Benefits

The successful candidate will receive a salary of £28,016 per year, alongside the following benefits:

  • Civil Service pension: Employer contributions of 28.97% are stated in the advert.
  • Annual leave: Starting at 25 days, increasing by one day for each qualifying year of service up to 30 days.
  • Flexible working: Options may be available, subject to operational requirements.
  • Hybrid working: Available where the role and working arrangements permit.
  • Training and development: Coaching, technical training and opportunities to build professional skills.
  • Family-friendly policies: Support for employees balancing work and family commitments.
  • Personal support: Access to support and development within HMRC.

For part-time appointments, the salary will be adjusted proportionately to the agreed working hours.

Behaviours and Technical Assessment

The recruitment process will assess applicants against the Civil Service Success Profiles framework.

The behaviours listed for assessment are:

  • Managing a Quality Service
  • Making Effective Decisions

Candidates will also be assessed on strengths, experience, ability and technical skills relevant to the Front-Line Help and Advice job family within the Operational Delivery Profession.

Application Process

The recruitment process has several stages, so applicants should allow enough time to complete each requirement before the closing deadline.

Stage 1: Submit the initial application

Complete and submit the first stage of the application through the official Civil Service Jobs website.

See also Commonwealth

Stage 2: Complete the online Customer Service Skills Test

After submitting the initial application, you will be invited to take an online Customer Service Skills Test. HMRC recommends completing the test within 24–48 hours of receiving the invitation.

The test must be completed by 11:55 pm on 26 October 2026. Failure to complete it before the deadline will result in the application being withdrawn.

Stage 3: Submit the final application

Candidates who pass the test will be invited to complete the final application stage, including a personal statement of no more than 500 words.

The personal statement should explain your suitability for the role using your own experience and examples. Address the essential requirements and person specification in the advert.

Examples may come from paid employment, work experience, volunteering, hobbies or an educational setting.

Stage 4: Sift and interview

The provisional sift date is 4 November 2026. If there are many applications, the Customer Service Skills Test may be used for an initial sift.

Face-to-face interviews are provisionally planned for the week commencing 23 November 2026. Interview invitations and arrangements will be confirmed by HMRC.

Candidates will be assessed on the stated behaviours, strengths and a technical question related to front-line help and advice.

Important Visa Sponsorship Information

HMRC has explicitly confirmed that this vacancy is not open to applicants who require Skilled Worker visa sponsorship.

The employer has assessed the position against its criteria and cannot provide sponsorship for a Skilled Worker visa.

Applicants who need employer sponsorship to take up this job should not apply on the assumption that HMRC will sponsor them. Applicants must independently meet the relevant eligibility and right-to-work requirements.

Eligibility and Security Checks

Applicants should carefully review the Civil Service nationality and eligibility requirements before applying.

Successful candidates must undergo the required criminal record check and baseline personnel security standard checks.

See also Digital Data

HMRC also conducts the relevant pre-employment screening, including an Internal Fraud Database check where applicable.

Reasonable adjustments can be requested during recruitment. Applicants who need assistance should contact the recruitment team as early as possible before the closing date.

Application Deadline

The closing date for this vacancy is 26 October 2026 at 11:55 pm.

Applicants must complete the online skills test and the final application stage by the deadline. The provisional sift date is 4 November 2026, with interviews planned for the week commencing 23 November 2026.

How to Apply

To apply, visit the official Civil Service Jobs advert, review the eligibility requirements and complete the application stages.

Employer: HM Revenue and Customs (HMRC)

Job Reference: 484019

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