Customer Service Advisor – Liverpool (582R)
Employer: HM Revenue and Customs (HMRC)
Location: Liverpool, UK
Salary: £28,016 per year
Job Grade: Administrative Officer
Contract: Permanent
Working Pattern: Full-time, Part-time, Flexible working
Number of Vacancies: 100
Reference: 480658
Closing Date: 2:00 pm, Monday 5 October 2026
Sponsorship: Not eligible for Skilled Worker sponsorship
Job Overview
HM Revenue and Customs (HMRC) is recruiting 100 Customer Service Advisors in Liverpool on permanent contracts.
The role offers a salary of £28,016 per year, Civil Service pension benefits, structured training and opportunities for career development.
Customer Service Advisors are the first point of contact for HMRC customers, providing assistance primarily by telephone, as well as through email and webchat.
No previous experience is required, as successful candidates will receive full training.
Job Details
- Job Title: Customer Service Advisor – Liverpool (582R)
- Employer: HM Revenue and Customs
- Reference Number: 480658
- Salary: £28,016
- Grade: Administrative Officer
- Contract: Permanent
- Location: Liverpool
- Working Pattern: Full-time, part-time and flexible working
- Vacancies: 100
- Closing Date: 2:00 pm on 5 October 2026
- Working Hours: Shifts between 7:45 am and 8:00 pm, Monday to Saturday
About the Role
As a Customer Service Advisor, you will help HMRC customers with a wide range of questions and issues.
You will mainly communicate with customers over the telephone, but the role also involves supporting customers through email and webchat.
HMRC provides structured training to help new employees develop the knowledge and skills needed to handle customer enquiries and provide clear and accurate information.
Depending on the team you are allocated to, you may also work in Debt Management, where you could discuss, calculate and collect 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.
Key Responsibilities
As a Customer Service Advisor, your duties may include:
- Speaking with customers by telephone and helping resolve their questions and issues.
- 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 clearly and efficiently.
- Handling a variety of customer conversations.
- Where allocated to Debt Management, discussing and collecting interest and penalties associated with late payments or late filing.
Working Pattern
HMRC operates a range 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.
The role is primarily office-based, with employees expected to spend approximately 60% of their working time in the office.
The majority of customer service roles allow employees to work from home for two days per week if they choose, averaged over a calendar month. This can include Saturday and 8:00 pm shifts.
Part-time working requests will also be considered. Part-time employment is a minimum of 25 hours per week, covering a variety of shifts.
Working days, hours and shift patterns will be discussed with the successful candidate and their manager.
Training Period
The induction training programme will last 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 Regional Centre
Training will take place at the designated Regional Centre. Annual leave or time off is not normally permitted during the first six weeks of training.
Requirements / Person Specification
Previous experience is not required, as HMRC provides full training.
Applicants should be:
- Comfortable speaking with customers by telephone.
- Comfortable discussing debt-related matters where applicable.
- Able to write clear and accurate notes.
- Strong verbal and written communicators in English.
- Committed to providing high-quality customer service.
- Positive and willing to support customers.
- Resilient when working in a demanding environment.
- Able to provide information quickly and clearly.
- Comfortable handling different types of conversations.
- Able to demonstrate basic maths skills.
Civil Service Behaviours
Candidates will be assessed against the following behaviours:
- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
The recruitment process uses the Civil Service Success Profiles framework and assesses behaviours and ability.
Salary and Benefits
The salary for this position is £28,016 per year.
HMRC also provides a range of benefits, including:
- Civil Service Defined Benefit Pension Scheme.
- Employer pension contribution of 28.97%.
- 25 days of annual leave initially, increasing by one day for each qualifying year up to 30 days.
- Flexible and hybrid working policies.
- Family-friendly policies.
- Personal support.
- Coaching and development opportunities.
- Career development within HMRC and the wider Civil Service.
HMRC states that its pension contribution for this role is approximately £8,116 per year.
Visa Sponsorship / Right to Work
This role is not eligible for Skilled Worker sponsorship.
The vacancy specifically states that this role is not eligible for Skilled Worker sponsorship.
The advertised salary of £28,016 is below the salary levels stated in the vacancy for Skilled Worker sponsorship eligibility.
Applicants who require Skilled Worker visa sponsorship should therefore not rely on this vacancy as a sponsorship opportunity.
The Civil Service also has specific nationality and right-to-work requirements. Eligible groups listed in the vacancy include UK nationals, Irish nationals, certain Commonwealth nationals with the right to work in the UK, eligible EU/EEA/Swiss nationals and certain individuals with settled or pre-settled status or other qualifying immigration status.
Application / Selection Process
The recruitment process includes several stages.
After submitting the initial application, eligible candidates will be invited to complete the Civil Service Customer Service Test.
Candidates who successfully pass the test will progress to the next stage of the application process.
The online test should be completed as soon as possible after receiving the invitation. HMRC recommends completing it within 24–48 hours.
The closing date for the online test is:
2:00 pm on Monday 5 October 2026.
Late applications will not be accepted.
Test Maintenance
Online test maintenance is scheduled for:
Sunday 27 September, 4:00 pm–12:00 am.
Candidates will be unable to access online tests during this period. Progress will be saved and candidates can continue once the service becomes available again.
Video Interview
Candidates who are invited to interview will complete a video interview based on Civil Service Behaviours.
Following an interview invitation, candidates will have 7 days to complete and submit their interview.
Candidates who cannot complete the interview within the deadline should contact the recruitment team before the deadline.
Application Contact
For questions relating to an individual application:
Email: csgrecruitmentqueries@hmrc.gov.uk
Reference: 582R
Important Application Information
Applicants should carefully check the eligibility sections of their application before submitting it.
If an eligibility mistake needs to be corrected, candidates should contact HMRC as soon as possible. Requests made later than two working days before the vacancy closes may not be able to be reopened.
Applicants should also ensure that examples and statements in their applications are based on their own genuine experience.
HMRC states that artificial intelligence may be used to support applications, but information submitted must be truthful and factually accurate. Plagiarism or presenting generated or other people’s work as personal experience may result in an application being withdrawn.
Security Checks
Successful candidates will be subject to pre-employment screening.
This includes:
- Standard or equivalent criminal record checks.
- Baseline Personnel Security Standard checks.
- Internal Fraud Database checks where applicable.
Nationality Requirements
The vacancy is broadly open to eligible:
- UK nationals.
- Republic of Ireland nationals.
- Commonwealth nationals who have the right to work in the UK.
- Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals and qualifying family members with relevant EUSS status.
- Certain individuals with limited or indefinite leave to remain who meet the stated EUSS conditions.
- Turkish nationals and certain family members who have accrued the right to work in the Civil Service.
Applicants should check the official Civil Service nationality requirements before applying.
FAQs
Is this Customer Service Advisor job permanent?
Yes. The vacancy is advertised as a permanent position.
How much does the role pay?
The advertised salary is £28,016 per year.
How many positions are available?
HMRC is advertising 100 vacancies for this role.
Where is the job based?
The role is based in Liverpool.
Can I apply part-time?
Yes. HMRC states that part-time requests will be considered, with part-time working set at a minimum of 25 hours per week.
Can I work from home?
The role is office-based, with employees expected to spend around 60% of their working time in the office. The majority of customer service roles allow up to two days working from home per week if the employee chooses, averaged over a calendar month.
Is previous experience required?
No. HMRC states that previous experience is not necessary because successful applicants will receive full training.
Does HMRC provide Skilled Worker visa sponsorship for this job?
No. The vacancy explicitly states that it is not eligible for Skilled Worker sponsorship.
When is the application deadline?
Applications must be submitted by 2:00 pm on Monday 5 October 2026.
What is the job reference number?
The vacancy reference is 480658, while the recruitment campaign is identified as 582R.
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