My thanks to a loyal reader, who sent me a link to an HMRC job advert
for a customer service consultant in Stockton-on-Tees.
According to the advert it pays £20K per month!
I have posted the full job advert at the end of this article. However, aside from the fact taxpayers are not customers, there is something else that is a little flaky about the advert.
My loyal reader points out that a jobholder would expect to work no more than their contracted hours for the year, and expect to balance any peak working periods and/or long working days with corresponding time off.
The jobs advertised are full-time and will be on a five out of seven day contract including Saturdays and Sundays. The customer service centres are open 8am to 10pm, seven days a week. The working pattern will fall within these times.
The work will be a combination of daytime and evening shifts; this may include three late shifts per week. In addition work on Saturdays and Sundays will be on a rotational basis.
What is left unsaid in the advert, in the opinion of my loyal reader, is that the candidates must jump through hoops to even get an interview for a call centre job that is not called a call centre job because it is based in a "normal" office.
- The hours worked will be those that current HMRC staff won't work, hence HMRC is trying to get rid of these "non flexible" staff without the cost of redundancy.
- Tax knowledge is not essential, 5 weeks training will just about get the applicants through the many, many software programmes they will be required to use simultaneously over two monitors when on the phones.
- The priority is to keep the phone waiting times out of the media.
- Calls will be monitored and "customer service" is not required.
- Never ask the taxpayer ‘if there is anything else you can do for them’.
In the event that this sounds like the job of your dreams, then here are the details in full:
Government and public sector
18,415.00 - 20,074.00 per month
Pension schemes are available and more information will be provided to successful candidates.
Hours of Work
Customer Service Consultant
Please ensure that you read The Candidate Pack attached to this vacancy before you apply.
Revenue & Customs (HMRC) is the UK’s tax authority. We do much more
than just collect tax as we administer benefit payments, pay out tax
credits as well as collecting tax.
As a Customer Service Consultant you will:
• Handle incoming calls from customers effectively and efficiently;
• Identify, record and resolve customer complaints or issues professionally;
• Use various computer systems to update/maintain and create customer records accurately;
• Handling some more complex queries and issues, making sure they are all resolved quickly and efficiently;
Provide accurate information in a professional and helpful manner by
collecting and assessing relevant data and information from various
sources such as departmental guidance, customer records/systems,
managers and other relevant business units;
• Process electronic work & digital information;
• Reply to internal messages;
• Be responsible for identifying your own learning needs;
• Help with general administrative duties.
To do this we will require you to have good
IT skills – you will need proficient basic skills in using a range of
computer systems including Microsoft Windows & Office and be able to
navigate comfortably around internet based programmes.
• Communication skills – You will need good communication skills both verbal and written.
training is provided so that you have an in depth knowledge of the
services, which you will be providing, to enable you to positively
contribute to the customer experience.
must be able to commit fully to their initial training. Training will
last up to 5 weeks and requires full time commitment between 8.30am and
Operational Delivery Apprenticeships:
recruitment campaign we also hope to be able to offer a number of
apprenticeships to successful applicants. There will be opportunities in
each of the location(s) listed above.
If you accept an offer of
an apprenticeship you will be on the same pay and terms and conditions
of employment as Customer Service Consultants, and will enjoy the same
benefits whilst also benefiting from being able to study for an
internationally recognised qualification.
You will be asked to supply evidence of meeting these competencies when you apply.
1. Delivering at pace
may be available for successful candidates.
Things you need to know
Successful candidates must pass a disclosure and barring security check.
Successful candidates must pass .
Candidates will be subject to requirements as well as .
you're applying for a role requiring security clearance please be aware
that foreign or dual nationality is not an automatic bar. However
certain posts may have restrictions which could affect those who do not
have sole British nationality or who have personal connections with
certain countries outside the UK.
Selection process details
Selection will be by Test, Sift and Interview.
submission of your application you will be invited to complete an
online test that takes up to 25 minutes to complete. Example questions
are available once logged in. Please complete the online test at your
earliest convenience as you will have until midnight on 02/06/2016 to
submit your completed test. If you fail to complete the online test
before the deadline your application will be withdrawn.
not require any formal qualification for this role, however you will be
asked to take standardised tests in both English and Maths
there are more candidates than roles available a sifting exercise will
be undertaken based on the Delivering at Pace competency that forms part
of the application.
During your application you will be invited
to take an online Civil Service Initial Sift Test (CSIST) as part of
your application – please see the candidate pack for more information.
you are successful at the CSIST Test you will be invited to complete a
standardised online test in English and Maths. Should you be successful
at this you will be invited to attend an interview.
candidates will be asked situational questions that test the
competences Delivering at Pace and Managing a Quality Service with the
competence leading and communication assessed through consideration of
candidate's performance at interview
The following competencies will be tested at interview. Please see candidate pack for more information:
Delivering at pace
Managing a quality service
Leading and communicating
Feedback will only be provided if you attend an interview or assessment.
Open to UK, and and certain non EEA nationals. Further information on whether you are able to apply is available .
Candidates in their probationary period are eligible to apply for vacancies within this department.
Working for the Civil Service
Civil Service embraces diversity and promotes equality of opportunity.
We recruit by merit on the basis of fair and open competition, as
outlined in the Civil Service Commission's . There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
Apply and further information
Contact point for applicants
For further information about these roles please contact:
Online Test Deadline Instructions
complete the online test at your earliest convenience as you will have
until midnight on 02/06/2016 to submit your completed test. If you fail
to complete the online test before the deadline your application will be
Online Test Deadline
2 Jun 2016
Sift/interview dates and location
Sift dates to be Confirmed
The interviews will be held in a Government office and will take place from 27th June onwards. If successful and transferring from another Government Department a criminal record check maybe carried out.
posts are full-time and will be on a five out of seven day contract
including Saturdays and Sundays. Our customer service centres are open
8am to 10pm, seven days a week. Your working pattern will fall within
will work a combination of daytime and evening shifts; this may include
three late shifts per week. In addition you will work Saturdays and
Sundays on a rotational basis.
working patterns will be flexible and subject to change in line with
business needs; we will ask you to work a variety of shift patterns
between the office opening hours detailed above, but we will not make
any changes without giving you a suitable notice period. We would
normally tell you two or more weeks in advance.
jobholder would expect to work no more than their contracted hours for
the year and expect to balance any peak working periods and/or long
working days by corresponding time off.
the next 10 years HMRC will be reducing the number of its offices and
will be located in Glasgow, Edinburgh, Belfast, Newcastle, Leeds,
Liverpool, Manchester, Nottingham, Birmingham, Bristol, Cardiff, Croydon
and Stratford. There will also be a small number of offices where we
will retain some specialist roles in Dover, Worthing, Gartcosh (near
Glasgow) and Telford, as well as our headquarters in central London. If
you are recruited into an office that is not one of these locations, you
will be expected to move to one in the future.
Tax does have to be taxing.
Professional Cover Against the Threat of Costly TAX and VAT Investigations
Some of HMRC
Terms and Conditions of employment changed on 1st May 2013, these will
apply to people who are new recruits to HMRC or who take a new job in
HMRC on promotion. The document attached to this advertisement provides
more information on the changes we made, please note this is not a full
list of HMRC's terms and conditions. If you need to discuss how these
changes might affect you, please contact the vacancy holder. For further
information on terms and conditions please visit
If you are currently working for an OGD and would like to
consider the impact on your pay when joining HMRC, please see the
attached document "Pay on Transfer from OGD" for further information.
Working for HMRC
If you would like to learn more about HMRC, please visit our YouTube page HMRC.gov.uk and search Tax Facts: About HMRC
Please ensure that you read The Candidate Pack attached to this vacancy before you apply.
A reserve list may be held for a period up to 3 months from which further appointments may be made.
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