Customer Service Advisor

Customer Service Advisor – Cardiff (588R)

Employer: HM Revenue and Customs (HMRC)
Salary: £28,016 per year
Location: Cardiff, Wales
Job Grade: Administrative Officer
Contract Type: Permanent
Working Pattern: Full-time, Part-time and Flexible Working
Hours: 37 hours per week (minimum 25 hours for part-time)
Number of Vacancies: 40
Visa Sponsorship: Not eligible for Skilled Worker visa sponsorship
Closing Date: 17 November 2026 at 2:00 pm
Reference Number: 486153

About HM Revenue and Customs

HM Revenue and Customs (HMRC) is recruiting 40 Customer Service Advisors to join its Customer Services Group in Cardiff.

HMRC plays an important role in helping individuals and businesses pay the correct amount of tax while providing financial support to families and individuals across the UK. Its customer service teams handle millions of calls and correspondence each year, helping customers resolve enquiries and access essential services.

This is an opportunity to begin a career in the Civil Service, with structured training, development opportunities and potential career progression within HMRC and the wider Civil Service.

Job Description

As a Customer Service Advisor, you will be one of the first points of contact for HMRC customers, providing advice, assistance and support with their enquiries.

The role is primarily telephone-based, meaning you will spend most of your working day handling customer calls using a headset. You must be comfortable speaking with customers, managing conversations professionally and resolving enquiries in real time.

Although you may occasionally provide support through email and webchat, there are no alternative non-telephony deployment options within this role.

Full training will be provided to help you develop the knowledge and skills needed to deliver an effective customer service.

Key Responsibilities

Your duties will include:

• Answering telephone calls and helping customers with their questions and concerns.
• Supporting customers to pay the correct amount of tax at the right time.
• Taking payments over the phone and through online services.
• Creating customer records and ensuring information is accurate and up to date.
• Providing customer support through email and webchat when required.
• Communicating information clearly and resolving customer enquiries.

If allocated to the Debt Management team, additional responsibilities will include discussing, calculating and collecting interest and penalties relating to late payments or late submission of tax returns.

Your team allocation will be decided following a successful application.

Working Hours and Hybrid Arrangements

HMRC operates a variety of shifts 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.
• A standard full-time working week of 37 hours.

HMRC operates a hybrid working arrangement, with employees expected to spend 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.

Part-time applications are welcome, with a minimum commitment of 25 hours per week. Working arrangements will be discussed with the successful candidates and agreed according to operational requirements. Salary and annual leave will be adjusted proportionately.

Important training requirement: The induction programme will last between 6 and 12 weeks. During this period, all new employees must work full-time (37 hours per week), Monday to Friday, between 9:00 am and 5:00 pm, at their designated HMRC Regional Centre.

Annual leave or time off is not normally permitted during the first six weeks of training.

Person Specification and Requirements

Previous experience is not essential, as successful candidates will receive full training.

HMRC is looking for candidates who:

• Have good verbal and written communication skills in English.
• Are comfortable speaking with customers over the telephone.
• Can communicate information quickly and clearly.
• Have a strong commitment to delivering excellent customer service.
• Demonstrate a positive, can-do attitude and a passion for helping people.
• Can handle different types of conversations professionally.
• Are resilient and able to work in a demanding but rewarding environment.
• Are comfortable writing customer notes and maintaining records.
• Have basic mathematical skills.
• Are comfortable discussing debt with customers where required.

Behaviours Being Assessed

Candidates will be assessed against the following Civil Service behaviours:

• Managing a Quality Service
• Delivering at Pace
• Communicating and Influencing

Salary and Benefits

The successful candidates will receive an annual salary of £28,016, alongside a range of Civil Service benefits.

Benefits include:

• Civil Service Pension: Employer contributions of 28.97% of salary.
• Annual Leave: Starting at 25 days, increasing by one day for each qualifying year of service, up to 30 days.
• Flexible Working: Flexible and hybrid working arrangements, subject to operational requirements.
• Family-Friendly Policies: Support for employees balancing work and family commitments.
• Personal Support: Access to employee support services.
• Career Development: Coaching, structured training and development opportunities.
• Career Progression: Opportunities to develop within HMRC and the wider Civil Service.

Visa Sponsorship Information

This role is not eligible for Skilled Worker visa sponsorship.

HMRC explicitly confirms that this vacancy cannot support Skilled Worker sponsorship because the salary of £28,016 is below the applicable salary thresholds stated in the advert.

Candidates who require Skilled Worker visa sponsorship should be aware that this position is not suitable for them.

Application and Selection Process

The recruitment process will assess candidates through the following stages:

1. Eligibility form.
2. Application form.
3. Civil Service Customer Service Test.
4. Video interview.

Civil Service Customer Service Test

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

Candidates are encouraged to complete the test within 24 to 48 hours of receiving the invitation.

The test deadline is 17 November 2026 at 2:00 pm. Applicants must complete it before the deadline or their application may be withdrawn.

Technical issues must be reported with supporting evidence before 8:00 am on 17 November 2026. No extension will be granted for completing the test.

Video Interview

Candidates who successfully pass the online test will be invited to a video interview based on Civil Service behaviours.

Applicants will receive instructions explaining how to access the interview and the identification documents required.

Candidates will have seven days after receiving their interview invitation to complete and submit the video interview.

Additional Information

• A reserve list may be maintained for up to 12 months, from which further appointments may be made for similar roles.
• Reasonable adjustments are available for applicants who need additional support during the recruitment process.
• Successful candidates must undergo standard criminal record checks and relevant pre-employment security checks.
• Applicants must meet the Civil Service nationality and right-to-work requirements.
• New entrants will normally start at the minimum of the pay band.

Recruitment Enquiries: csgrecruitmentqueries@hmrc.gov.uk

How to Apply

Interested candidates should review the eligibility requirements and submit their applications through the official Civil Service Jobs website.

Application Deadline: 17 November 2026 at 2:00 pm.