Whilst candidates need to be "real people persons" they don't need any formal qualifications.
Here is a summary, full details can be found here
About the job
you a friendly and enthusiastic person? Do you have brilliant
communication skills? Do you have a passion for excellent customer
As a Customer Services Consultant at HMRC, you’ll need to be a real
people person. Our consultants are the voice of HMRC, helping customers
get their taxes right, on the phone, via letters or emails and webchats.
No previous experience is needed. You bring your great communication
skills and commitment to our customers, we’ll provide you with all the
training you need.
This is important work. We collect the money that pays for the UK’s
public services like schools and hospitals and help families and
individuals with targeted financial support such as tax credits. We help
the honest majority to get their tax right and make it hard for the
dishonest minority to cheat the system.
We are looking for dynamic individuals who can handle enjoyable and
difficult conversations in equal measure. Everyone can bring something
different to HMRC and we pride ourselves on being a fully inclusive
employer. To be successful in this role you will have good communication
skills, both written and verbal, as well as basic numerical skills. You
will have the ability to provide accurate information to customers
quickly and clearly and take calls from all sectors of our community
which can be challenging at times.
Our customer services centres are open 7 days a week 8am to 10pm –
your working patterns will fall within these times. You will need to be
flexible with your working pattern should you be successful in your
application. You’ll be employed on a 5 out of 7 contract, and be
expected to work five days out of seven days covering various working
patterns between 8am and 10pm, usually 37 hours per week. Part-time and
job sharing working opportunities (minimum 24 hours per week covering
various patterns) can be considered but business need will dictate
whether your request can be accepted. Please only continue with your
application if you are able to commit to this work pattern.
We offer competitive pay, good benefits and career opportunities.
So, if you’re a good communicator and are friendly, enthusiastic and
flexible, you’ve just found your perfect role.
These roles are coupled with the fantastic opportunity of being an
apprentice! HMRC are investing in its people and as an apprentice within
HMRC, you’ll have a first-rate opportunity of working in an energetic
and transformative organisation – one of the world’s leading tax
authorities - while gaining an industry recognised qualification to help
you forge your future career
HMRC is a modern and diverse workplace, committed to promoting and
ensuring equality and valuing diversity. We will not unlawfully
discriminate in any aspect of employment.
We want HMRC to reflect the diversity of the communities we serve.
HMRC is at its best when it reflects the diversity of the country as a
whole and is able to understand what the public needs.
If you have a disability and require help and support with any
part of the recruitment process, please refer to the Customer Service
Consultant Candidate Pack for information.
We'll assess you against these competencies during the selection process:
Civil Service Competency Framework
- Delivering at pace
- Managing a quality service
- Leading and communicating
Things you need to know
Successful candidates must pass a disclosure and barring security check.
Candidates will be subject to UK immigration
requirements as well as Civil Service nationality rules
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
As part of the application process you will be asked to complete a personal statement.
Your personal statement should be between 300 and 500 words and
aligned to the Civil Service Competency Framework which you will find
attached to this advert. We will score the statement against the
Managing a Quality Service Competency - Level 1. (This can be found at
section 9, page 40 of the Competency Framework).
Personal Statement Question:
1. Can you describe a time when you have delivered great customer service? What did you do and what was the outcome?
Further details are included on the application.
We do not require candidates have any formal qualifications for this
role, however you will be required to demonstrate a satisfactory level
of numerical and verbal ability. Therefore, once you have completed and
submitted your application, you will be invited to complete the
Numerical and Verbal online tests.
You may wish to have paper, pens and a calculator ready for
completing these tests. You will receive instructions on how to complete
the tests when you are invited. You must be successful at each stage to
progress through to the next test.
Please complete the online tests as soon as possible (we recommend
you complete these within 24-48 hours of submitting your application).
There will be scheduled maintenance on the Verbal and/or Numerical Reasoning Test(s) on the following date(s):
21/09/2018 - 22:00 - 06:00
If you attempt to access the test(s) during this time it/ they will be unavailable.
You will need to ensure that you have fully completed all the
required tests by Midnight on the 3rd October 2018, failure to complete
all online tests before their deadline will result in your application
Do not leave completing the tests until the last minute in case you
experience any access or technical issues. There may not be technical
support available after business hours and after 3pm on closing date of
3rd October 2018.
While the tests should work on most operating systems and modern
browsers with a good internet connection, we cannot guarantee that every
combination will work. At the beginning, the test will check which
browser you are using, and alert you if it is likely to be incompatible.
It is highly recommended that you complete the online tests on a desktop computer, not a mobile phone or tablet.
Should you be successful on all tests you will be placed on a merit
list in score order and may be invited to an interview dependent on your
score and position on the merit list. Candidates who pass the tests but
not invited to interview will be placed in a candidate pool and may be
called for interview at a later date.
HMRC reserve the right to increase or decrease the pass mark in order manage successful applicant volumes.
Please be aware that HMRC take very seriously any incidences of
cheating. This includes plagiarism of someone else's work. Any instances
of plagiarism or other forms of cheating will be investigated and if
proven the relevant applications will be withdrawn from the process.
Your personal statement will be used as a tie-breaker to calculate
merit list order should there be tied scores after interview.
Tax does have to be taxing.
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