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The Civil Service is an equal opportunities employer that positively promotes all forms of flexible working, including job sharing.
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To help you during the recruitment process, we will take into account any adjustments that could help you. Read more about reasonable adjustments here.

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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.”

Myrtle – Director 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, offering a career in your hands.

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. This contributes to a vital public service, giving you the chance to take pride in social good.

We have a large cohort of customer service advisors based across the country in our regional centres. We offer opportunities for growth and development, and our supportive team will help you discover your sense of belonging within HMRC. 

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What we do

Our team deals with a whole range of areas including compliance and enforcement, benefit and tax credit payments, debt management and tax queries. We use our brilliant communications skills to give our customers the best possible experience no matter what their query or needs.

Our supportive team environment fosters strong connections and a sense of community.

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A career in your hands

We have a clear ambition; we want you to thrive in our fast-paced, dynamic team. We want you to feel valued and take pride in the work you do. In return, we’ll invest in you, providing opportunities to shape your career and develop new skills. 

From day one you will be supported through training and quality conversations with your manager. You’ll also have access to unique programmes like the CSG Firelighters, who work alongside senior leadership teams to promote positive change.

Prepare to be surprised by the opportunities that await you!

Find out more….

Our advisor roles

Our Customer Services Advisors are the helpful voice of HMRC, providing valuable support to customers over the phone and via web chat. They are also responsible for taking payments and keeping customer records up to date. Ready to build a rewarding career? Find out more about these roles and what the job involves.

Our advisor roles

Customer Services testimonials

Discover more about what it’s like to work in the Customer Services Group, through the experiences of some of our customer service colleagues.

Customer Services testimonials
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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.

Surge and Rapid Response Team
Odp

The Operation Delivery Profession

As a Customer Services Advisor you’ll be part of the Operational Delivery Profession (ODP), a rewarding career path, offering continuous learning and support.

Find out more about the profession by clicking the link below.

The ODP

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.

CSG business areas
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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.

Our culture and values

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

Current vacancies

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

Working for HMRC

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

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