Customer Service Advisor

HMRC Customer Service Advisor – Telephony (Newcastle)

HM Revenue and Customs (HMRC) is recruiting Customer Service Advisors to support customers with enquiries about their tax accounts. This is a home-based opportunity involving inbound telephone calls, with additional support through digital mail and web chat where required.

Job Overview

• Employer: HM Revenue and Customs (HMRC)
• Job Title: Customer Service Advisor – Telephony
• Salary: £14.56 per hour (approximately £28,000 annually)
• Location: Newcastle upon Tyne, NE98 1ZZ
• Working Pattern: Remote / Home-based
• Contract Type: Temporary (3 months, with possibility of extension)
• Working Hours: 37 hours per week
• Shifts: Monday to Friday, either 9am–5pm or 10am–6pm
• Start Date: November 2026, subject to successful government screening checks
• Reference: BBBH444867
• Visa Sponsorship: Not stated in the job advert. Applicants must provide proof of their right to work in the UK.

Important Location Requirement

Although this is a home-based role, applicants must live in Newcastle and be able to attend the HMRC office at Newcastle (NE98 1ZZ) on the first day to complete induction and collect IT equipment.

Employees must also be able to travel to an HMRC site when required for business purposes, including returning equipment.

About the Role

Working within HMRC’s Customer Service Group, you will help customers with enquiries relating to their tax accounts while supporting the organisation’s responsibility for collecting revenue and delivering financial support.

You will handle telephone enquiries in a fast-paced, target-driven environment, providing accurate information and helping customers resolve their issues.

Key Responsibilities

• Handle inbound telephone calls from customers enquiring about their tax accounts.
• Provide clear guidance and support, resolving queries at the first point of contact wherever possible.
• Assist customers through telephone, web chat and HMRC’s Digital Mail Service where required.
• Follow established guidance and update HMRC systems accurately.
• Handle confidential customer information sensitively.
• Escalate complex enquiries when necessary.
• Deliver a professional customer service experience while working towards performance targets.

Essential Skills and Requirements

Applicants should have:

• Strong telephone communication and customer service skills.
• The ability to communicate effectively through telephone calls, email and web chat.
• A positive, can-do attitude and genuine interest in helping people.
• Good IT skills and confidence using Microsoft Office.
• The ability to work in a fast-paced, target-driven environment.
• Flexibility to work either of the allocated weekday shifts.
• The ability to travel to an HMRC office when required.

Additional requirements:

• Applicants must live in Newcastle.
• Successful candidates must pass a Standard DBS check.
• Proof of the right to work in the UK is required.

Salary and Benefits

The successful candidates will receive:

• £14.56 per hour, equivalent to approximately £28,000 annually.
• Up to 34 days of paid annual leave pro rata, including bank holidays.
• Home-based working arrangements.
• IT equipment supplied by HMRC.
• 37 working hours per week, Monday to Friday.
• An initial three-month temporary assignment, with the possibility of extension.

Training and Support

Successful applicants will receive one week of online training covering HMRC policies, processes, systems and telephone procedures.

Training will include self-learning, virtual classroom sessions and live listening exercises. A dedicated buddy will also provide support during the first few weeks.

Employees will stay connected with their managers and colleagues through Microsoft Teams while working remotely.

How to Apply

Interested applicants should submit their application through the recruitment provider’s official application page.

Applicants should be prepared to provide:

• First and last name.
• Email address and telephone number, including country code.
• An up-to-date CV or résumé.
• Confirmation of eligibility to work in the UK.

Important: This vacancy requires applicants to live in Newcastle and attend the HMRC office on their first day to collect IT equipment. It is not a fully location-independent remote opportunity.