Customer Service

Customer Service Advisor – HM Revenue and Customs (HMRC)

Salary: £28,016 per annum
Location: East Kilbride, Scotland
Contract: Permanent
Working Pattern: Full-time, part-time and flexible working
Hours: 37 hours per week (part-time minimum 25 hours)
Grade: Administrative Officer
Vacancies: 40
Employer: HM Revenue and Customs (HMRC)
Reference: 489017
Visa Sponsorship: Not available – this role is not eligible for Skilled Worker visa sponsorship.
Closing Date: 23 November 2026 at 2:00 pm

About HMRC

HM Revenue and Customs (HMRC) is responsible for collecting the correct amount of tax and providing financial support to individuals and families across the UK.

The department handles millions of customer calls and correspondence every year, helping people resolve tax-related enquiries and access essential services.

HMRC is recruiting 40 Customer Service Advisors in East Kilbride. This is an opportunity to start a career in the Civil Service, with structured training, development opportunities and opportunities for career progression.

No previous customer service experience is necessary, as full training will be provided.

Job Description

As a Customer Service Advisor, you will be the first point of contact for customers, providing advice and assistance with a range of tax-related enquiries.

The role is primarily telephone-based, with most of your working day spent handling customer calls using a headset. You may also support customers through email and webchat when required.

There are no alternative non-telephone deployment options for this position.

Key Responsibilities

• Handle telephone enquiries and help customers resolve their issues.
• Assist customers in paying the correct amount of tax on time.
• Take payments over the phone and through online services.
• Create and maintain accurate customer records.
• Provide support through email and webchat when required.
• Communicate information clearly and professionally.
• Where allocated to the Debt Management team, discuss, calculate and collect interest and penalties relating to late payments and tax returns.

Training and Development

No previous experience is required. HMRC will provide structured training to help successful candidates develop the knowledge and skills needed for the role.

The induction training programme will last between 6 and 12 weeks.

During training:

• You must work full-time, 37 hours per week.
• Working hours will be Monday to Friday, 9:00 am to 5:00 pm.
• All training will take place at the designated Regional Centre in East Kilbride.
• Annual leave is not normally permitted during the first six weeks of training.

Further training arrangements will be confirmed after employment begins.

Working Hours and Hybrid Working

The normal shift arrangements operate between 7:45 am and 8:00 pm, Monday to Saturday.

• Maximum of one late shift per week, ending at 8:00 pm.
• Maximum of six Saturdays per year.
• Employees are expected to spend 60% of their working time in the office.
• Homeworking may be available for two days per week, averaged over a calendar month.
• Part-time working requests are considered, with a minimum of 25 hours per week.

All working patterns and shift arrangements will be discussed with your manager.

Person Specification

You do not need previous experience, but you should be comfortable speaking on the telephone and discussing financial matters with customers.

Applicants should demonstrate:

• Good verbal and written communication skills in English.
• A commitment to providing excellent customer service.
• A positive, can-do attitude and willingness to support people.
• Resilience when working in a demanding environment.
• Ability to communicate information quickly and clearly.
• Confidence handling different types of conversations.
• Basic mathematical skills.
• Ability to write accurate customer notes.

Civil Service Behaviours

Candidates will be assessed against the following behaviours:

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

Salary and Benefits

Successful candidates will receive £28,016 per annum, alongside a range of Civil Service benefits, including:

• Civil Service pension with an employer contribution of 28.97%.
• Annual leave starting at 25 days, increasing by one day for each qualifying year of service up to 30 days.
• Flexible and hybrid working arrangements.
• Family-friendly policies.
• Personal support and wellbeing resources.
• Coaching and professional development opportunities.
• Opportunities for career progression within HMRC and the wider Civil Service.

Application and Selection Process

The recruitment process will involve four stages:

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

Candidates who successfully pass the initial application stage will be invited to complete an online Customer Service Test.

Applicants who pass the test will progress to the final selection stage, which includes a video interview based on Civil Service Behaviours.

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

Online tests must be completed by 2:00 pm on 23 November 2026. Late applications and incomplete tests will not be accepted.

Important: The online test platform will be unavailable from midnight on Saturday 14 November until 6:00 am on Monday 16 November 2026.

Visa Sponsorship

This position is not eligible for Skilled Worker visa sponsorship.

HMRC explicitly confirms that the salary for this role is below the applicable Skilled Worker sponsorship salary thresholds.

Applicants requiring Skilled Worker sponsorship should therefore not apply for this vacancy.

How to Apply

Interested candidates should submit their applications through the official Civil Service Jobs website.

Closing date: Monday 23 November 2026 at 2:00 pm.

Recruitment enquiries: csgrecruitmentqueries@hmrc.gov.uk