Customer Services

Who we are

Our Customer Services Group (CSG) is one of the largest business areas at HMRC. Through telephony, post and digital services, we handle more than 50 million customer calls and answer around 15 million items of customer correspondence each year. To do this we have a large cohort of customer service advisors based across the country in our regional centres.   

What we do

The Customer Services Group are the voice of HMRC, the team deal with a whole range of areas including compliance and enforcement, benefit and tax credit payments, debt management and tax queries. The team use their brilliant communications skills to give our customers the best possible experience no matter what their query or needs.

Customer Services Advisor roles

Our Customer Services Advisors at HMRC help customers with their questions or issues over the phone and web chat. They are also responsible for taking payments and keeping customer records up to date. Find out more about our advisor roles and what the job involves.

The Surge and Rapid Response team

The Surge and Rapid Response team (SRRT), are a team based within the Customer Services Group at HMRC, however, the work they do takes them across the Civil Service. They are a unique team who deal with ‘surges’ in demand across all government departments.

SRRT’s experience in customer service roles allows them to be deployed swiftly and flexibly to teams in need of priority assistance.

Find out more about the Surge and Rapid Response team here. 

Growing your career

We have a clear ambition; we want you to enjoy working as part of our fast-paced, dynamic team. We want you to feel valued and proud of the work you do. In return, we’ll invest in you, providing opportunities to grow your career and develop new skills. 

From day one you will be supported with learning to have quality career conversations with your manager and have access to schemes like the CSG Firelighters, who work with the senior leadership teams to promote change.

Equality and diversity

All HMRC staff have been taking part in race equality workshops to understand colleagues’ lived experiences and to continue the conversation on race to influence and impact change. In CSG, we have set up a reverse mentoring scheme enabling colleagues to mentor and coach senior leaders based on their experiences. We are committed to providing opportunities for all to achieve. Stride is an award-winning mentoring and self-development scheme designed especially for people who identify themselves as coming from lower socio-economic backgrounds.

Find out more about our culture and values here.