Customer Services Advisor

Customer Services Advisor – Portsmouth (587R)

Employer: HM Revenue and Customs (HMRC)
Location: Portsmouth
Salary: £28,016 per year
Contract: Permanent
Working pattern: Full-time or Part-time
Grade: Administrative Officer
Number of vacancies: 40
Reference: 482883
Closing date: 2:00 pm, Monday 19 October 2026

Sponsorship status

This role is not eligible for Skilled Worker sponsorship.

HMRC states that the salary is below the relevant sponsorship thresholds. The advertised salary is £28,016, while the advert states a general Skilled Worker minimum salary of £41,700, with some circumstances allowing a lower threshold of £33,400.

About the role

HM Revenue and Customs is recruiting Customer Services Advisors in Portsmouth to provide advice and assistance to customers across a range of tax and related enquiries.

The role is primarily phone-based, with additional support provided through email and webchat. No previous experience is required, as HMRC will provide full training.

Customer Services Advisors will help customers understand and meet their tax responsibilities while providing clear and timely information.

Key responsibilities

• Speak with customers by telephone and assist with their questions and 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 information clearly and efficiently.
• Handle a variety of customer conversations.

Working hours

The service operates shifts between 7:45am and 8:00pm, Monday to Saturday.

Employees will work a maximum of one late shift per week, ending at 8:00pm, and a maximum of six Saturdays per year.

The role is primarily office-based, with employees expected to spend around 60% of their working time in the office.

Most 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 8:00pm shifts.

Part-time working may be considered, with a minimum of 25 hours per week. Working days, shift patterns and hours will be agreed with the manager.

Training

Successful applicants will complete an induction training programme lasting approximately 6–12 weeks.

During training, employees must work full-time hours of 37 hours per week, Monday to Friday, between 9:00am and 5:00pm.

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.

Experience and skills

No previous experience is required, as full training will be provided.

Applicants should:

• Be comfortable speaking with customers by telephone.
• Be comfortable discussing debt with customers.
• Have good verbal and written communication skills in English.
• Have a strong customer-service focus.
• Have a positive, can-do approach.
• Be resilient when working in a demanding environment.
• Be able to provide information quickly and clearly.
• Be comfortable handling different types of conversations.
• Have basic maths skills.

Behaviours assessed

The selection process will assess candidates against the following Civil Service behaviours:

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

Salary and benefits

The salary is £28,016 per year.

HMRC also contributes towards membership of the Civil Service Defined Benefit Pension Scheme, with the advert stating an employer contribution of 28.97%.

Other benefits include:

• 25 days’ annual leave, increasing by one day per year of qualifying service up to 30 days.
• Civil Service pension.
• Flexible and hybrid working policies.
• Family-friendly policies.
• Personal support.
• Coaching and development opportunities.

Recruitment process

The vacancy uses the Civil Service Success Profiles recruitment framework and will assess behaviours and ability.

The recruitment process includes:

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

Applicants who pass the initial stage will be invited to complete the online Customer Service Test.

The test should be completed as soon as possible, with HMRC recommending completion within 24–48 hours. The test deadline is 2:00pm on 19 October 2026.

There will be maintenance affecting online tests on Sunday 11 October 2026 from 4:00pm to 7:00pm.

If invited to interview, candidates will complete a video interview based on Civil Service Behaviours.

Recruitment event

HMRC will hold a Microsoft Teams recruitment event for this vacancy on:

Tuesday 13 October 2026
12:00pm–1:00pm UK time

Candidates interested in attending can register through the recruitment event link provided in the original advert.

Security checks

Successful candidates must undergo a standard or equivalent criminal record check.

Candidates will also be required to complete the Baseline Personnel Security Standard (BPSS) checks.

Nationality requirements

The vacancy is broadly open to eligible:

• UK nationals
• Republic of Ireland nationals
• Commonwealth nationals with the right to work in the UK
• Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals and qualifying family members
• Individuals with qualifying settled, pre-settled, limited or indefinite leave to remain
• Turkish nationals and certain qualifying family members who have accrued the right to work in the Civil Service

Applicants should check the full nationality requirements before applying.

Application deadline

Apply before 2:00pm on Monday 19 October 2026.

Late applications will not be accepted.

How to apply

Applications are made through the Civil Service Jobs website.

Job reference: 482883
Vacancy: Customer Services Advisor – Portsmouth (587R)

Source: Civil Service Jobs / HM Revenue and Customs