HMRC – Customer Service Apprenticeships

Read about how our Customer Service Apprenticeship offers the fantastic opportunity to work within our Customer Service Group at HMRC, while learning and gaining a nationally recognised qualification.

This is essential work, and our telephony and digital services support customers on behalf of the entire department.

About our Customer Service Apprenticeships

Who we are, what we do

As one of the UK’s largest customer service organisations, we put our customers at the heart of everything we do. Our Customer Services Group (CSG) is a dynamic and vital part of HMRC, handling millions of customer interactions each year—whether through telephony, post, or digital services.

From compliance and enforcement, to tax credit payments, debt management, and tax queries, our expert team ensures every customer receives the best possible experience.

With opportunities for growth, development, and a strong sense of community, we offer a career where you can take pride in making a real difference.

HMRC colleague sitting at a desk with a laptop and phone, smiling at the camera.

The apprenticeship

Our Customer Service Apprenticeship is your opportunity to earn while you learn, gaining valuable skills and hands-on experience while working towards a nationally recognised qualification. Over 18 months, you’ll develop practical expertise as a Customer Service Practitioner, becoming the first point of contact for our customers via telephone, email, and web chat.

With structured training, dedicated coaching, and off-the-job learning time, we’ll support you every step of the way. Your can-do attitude and passion for helping people will be key as you learn to navigate conversations and deliver clear, efficient service.

Upon completion, you’ll not only achieve a qualification but also gain eligibility to join the Institute of Customer Service, opening doors to a rewarding career—whether here at HMRC, elsewhere in the Civil Service, or in any customer-focused organisation.

We take pride in our inclusive, supportive environment, offering a strong work-life balance and plenty of growth opportunities. Ready to take the first step? Come and join us!

3 people sitting around a desk with a laptop.

What we’re looking for

No experience is necessary we’ll fully train you, but we would like you to be comfortable talking on the phone and discussing debt with our customers.

You’ll also need to be comfortable writing up notes, as this is mainly a phone-based role. We are looking for individuals with the drive and passion to make a difference to people’s lives, and need people:

With great verbal and written communication skills in English.
Dedicated to providing brilliant customer service.
With a can-do attitude and passion for supporting people.
With a resilience to work in a demanding and rewarding environment.
With the ability to provide information quickly and clearly.
Comfortable in handling various types of conversations.
To have basic maths skills.

Good news! Our current live vacancies for Customer Service Apprenticeships are for roles starting in Autumn 2025. So if you apply now, that’s when your journey with us will begin.

Watch Chanice to see how her Customer Service Apprenticeship kick started her career.

Here at HMRC we use Civil Service Success Profiles, this means we’ll assess you against ‘Behaviours, Ability and Experience’ when you apply.

The behaviours we are assessing on for this apprenticeship are:

Managing a Quality Service
Delivering at Pace
Communicating and Influencing

Here is a rundown of what to expect during the application:

1.An eligibility form which allows us to check you meet the required qualifications for the role.

2.An application form which tells us what appeals to you about the role.

3.An online customer service test.

4.A video interview.

5.The training provider eligibility check.

To be able to apply for this apprenticeship you’ll need to:

Have lived in the UK/EEA for at least 3 years before starting.
Have the right to live and work in the UK, with a valid passport/birth certificate and NI number.
Be out of full-time education (or finishing this academic year).
Not be doing another apprenticeship or receiving DfE funding for another course.
Be able to work at least 30 hours a week (or have an extended apprenticeship if part-time).
Meet the programme’s entry requirements (including any prior learning and qualifications).
Be gaining new skills in your role.

Under 19? You’ll need GCSE’s grade C/4+ in Maths and English, or have functional skills level 2 (or be willing to take extra qualifications during the apprenticeship).

We know interviews can be a bit daunting, and we want to support you in the process. Watch our video for hints and tips to help you master your technique!

Getting my career started – my apprenticeship

I’m Lucie. I started an apprenticeship in HMRC straight from school, and it has given me a great start to my career! I have gained amazing work experience as well as an A-Level equivalent qualification, which has given me great skills to progress my career. When I was leaving school, I wasn’t aware of the career opportunities within HMRC, but I knew I didn’t want to sit in a classroom anymore, I wanted to gain work experience and earn while I learn.

I have grown my confidence at work whilst doing an apprenticeship and gained strong communication skills. I have created a great network of colleagues, and every day is different!

Throughout my journey as an apprentice, I have felt really supported and I’m now looking to progress my career to be a degree apprentice at HMRC.

Any challenges I have faced in my apprenticeship I have been able to get support from my learning coach and have been able to succeed confidently, completing with a distinction. My advice to anyone thinking about an apprenticeship would be to just do it, the skills it gives you are invaluable. You will gain confidence, meet new people, and experience something new.