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Customer Services

“Our customers are at the heart of everything we do and we’re passionate about helping individuals and businesses get their tax right. We couldn’t do all this without our dedicated workforce and we pride ourselves on delivering an inclusive working culture.”

MyrtleDirector General, Customer Services Group

Myrtle, Director of Customer Services Group

Who we are

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 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.   

Customer Service Advisor wearing hijab and speaking on a headset

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.

two colleagues sat looking at a laptop

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.

Find out more….

Our 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 these roles and what the job involves

Customer Services blogs

Find out more about what it’s like to work in the Customer Services Group, including a day in the life of our customer service colleagues by reading our blogs.

Four young colleagues standing together in a modern office space. They are dressed casually.

The Surge and Rapid Response Team

The Surge and Rapid Response team (SRRT), are a team based within 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.


The Operation Delivery Profession

Our Customer services colleagues are part of the Operational Delivery Profession (ODP). Find out more about the profession by clicking the link below.

Customer Services Group business areas

Our Customer Services Group (CSG) is made up of different business areas. Find out what to expect within the different parts of CSG that you could be appointed to.

A group of colleagues gathered around 1 laptop looking at the screen.

Equality and Diversity

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.

Start your HMRC journey today by looking at the vacancies we have available.

Discover more about what we do, our business areas and life at HMRC.

Ask our employees questions for an insight into what it’s like to work at HMRC.