Customer Service Advisor

Customer Service Advisor – HMRC (45 Vacancies)

Employer: HM Revenue and Customs (HMRC)
Location: Glasgow, Scotland
Salary: £28,016 per year
Contract: Permanent
Job Grade: Administrative Officer
Working Pattern: Full-time or part-time
Number of Vacancies: 45
Reference Number: 482825
Closing Date: 26 October 2026 at 2:00 pm

Visa Sponsorship: Not Available

This role is not eligible for Skilled Worker visa sponsorship. HMRC has explicitly confirmed that the position does not qualify for sponsorship. Applicants who require a new Skilled Worker visa through this employer should take this restriction into account before applying.

About the Role

HM Revenue and Customs (HMRC) is recruiting 45 Customer Service Advisors in Glasgow to help members of the public with tax-related enquiries and other customer service matters.

This is a permanent Civil Service opportunity for people who enjoy helping others, communicating clearly and working in a customer-focused environment.

You will be one of the first points of contact for HMRC customers, providing information and assistance mainly over the telephone, with additional support provided through email and webchat.

Previous experience is not required. HMRC provides structured training to help successful applicants learn the role and develop the skills needed to deliver an effective customer service.

Key Responsibilities

As a Customer Service Advisor, your duties will include:

• Responding to customer enquiries by telephone.
• Helping customers understand and meet their tax obligations.
• Taking payments over the phone and through online services.
• Creating and maintaining accurate customer records.
• Responding to customer enquiries through email and webchat.
• Providing clear and timely information to help customers resolve their issues.

If you are allocated to the Debt Management team, your responsibilities will also include discussing, calculating and collecting interest and penalties relating to late payments or late tax returns.

Your allocated team will be determined following a successful application.

Salary and Benefits

The salary for this position is £28,016 per year. New external applicants will normally start at the minimum of the pay band.

Other benefits include:

• Civil Service pension: Employer contributions of 28.97% of salary.
• Annual leave: Starting at 25 days and increasing by one day for each qualifying year of service, up to 30 days.
• Hybrid working: Most Customer Services roles allow employees to work from home two days per week, averaged over a calendar month, subject to operational requirements.
• Flexible working: Full-time and part-time arrangements are available.
• Career development: Training, coaching and opportunities to progress within HMRC or the wider Civil Service.
• Family-friendly policies and personal support.

Working Hours and Training

HMRC customer service teams operate 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, and a maximum of six Saturdays per year.

The position is primarily office-based, with employees expected to spend 60% of their working time in the office. Most Customer Services roles offer the option to work from home two days per week, subject to the applicable arrangements.

Part-time applications may be considered, with a minimum of 25 hours per week. Working days, hours and shift patterns will be discussed with the successful applicant’s manager.

Important training requirement: The induction programme lasts between six and twelve weeks. During this period, employees must work full-time hours of 37 hours per week, Monday to Friday, from 9:00 am to 5:00 pm. Training takes place at the designated Glasgow Regional Centre.

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

Requirements and Skills

HMRC does not require previous customer service experience because full training will be provided.

However, applicants should be comfortable communicating with customers over the telephone and discussing potentially sensitive subjects, including debt.

The employer is looking for candidates who have:

• Good spoken and written English communication skills.
• A commitment to providing excellent customer service.
• A positive, can-do attitude and a willingness to help people.
• The ability to explain information clearly and quickly.
• Basic mathematics skills.
• Confidence handling different types of conversations.
• The ability to write accurate notes and maintain customer records.
• Resilience and the ability to work in a demanding but rewarding environment.

Selection Process

The recruitment process uses the Civil Service Success Profiles framework and assesses candidates’ behaviours and abilities.

The application process consists of the following stages:

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

Candidates who successfully complete the initial application stage will be invited to take the online Customer Service Test. Those who pass will progress to the final stage.

The video interview will assess Civil Service behaviours. Applicants invited to interview will have seven days to complete and submit it.

Behaviours assessed:

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

Applicants should complete the online test as soon as possible after receiving the invitation. The test deadline is 2:00 pm on 26 October 2026. Failure to complete it by the deadline will result in the application being withdrawn.

Security and Eligibility

Successful applicants must undergo the required pre-employment checks, including a standard criminal record check and the relevant government security checks.

Applicants must also meet the Civil Service nationality requirements and have the appropriate right to work and eligibility for Civil Service employment.

The vacancy is broadly open to eligible UK and Irish nationals, certain Commonwealth nationals with the right to work in the UK, qualifying EEA nationals and other groups specified in the official eligibility rules.

Applicants should review the nationality and eligibility requirements carefully before submitting an application.

How to Apply

To apply, visit the official Civil Service Jobs vacancy page and follow the instructions provided.

Application deadline: Monday, 26 October 2026, at 2:00 pm.

Job reference: 482825
Vacancy title: Customer Service Advisor – Glasgow (581R)

Official application link:
https://www.civilservicejobs.service.gov.uk/csr/jobs.cgi?jcode=2016698

For questions about the application, contact HMRC’s Volume Recruitment Team at csgrecruitmentqueries@hmrc.gov.uk.

Please note: Applications must be submitted before the closing deadline. Late applications will not be accepted.

Source

Source: HM Revenue and Customs (HMRC), via Civil Service Jobs.

Applicants should consult the official vacancy advert for the complete eligibility requirements and application instructions.