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About us - who are we and what we do
Our 58,600 staff collectively bring in over £536 billion in tax revenues, from more than 45 million individuals and 5.4 million businesses; we are a major business with serious responsibilities. As well as collecting tax, we administer benefit payments, pay out tax credits and help to protect national interests.
We interact with all kinds of people, from businesses to individuals. In fact, almost everyone comes into contact with us at some point, which makes customer service central to everything we do.
Background to Customer Services
Customer Services is one of the largest lines of business at HMRC. We touch the lives of 60 million people through Pay As You Earn (PAYE), Self-Assessment, National Insurance, Debt Management and Specialist Taxes. We bring in billions of pounds that pays for the UK's vital public services (such as schools and hospitals) and benefits for those who need them so everyone, no matter how old or young, benefits from the money collected by Customer Services.
We have around 45 million PAYE customers and every year we handle up to 50 million customer calls and answer around 15 million items of customer correspondence.
We receive and account for payments of tax and other liabilities, process declarations for taxes, duties and so on, update customer records and take the correct actions to bring in late returns and payments. This all helps us to increase and maintain the flow of money to HM Treasury. Our customer service consultants support our customers directly on behalf of the entire department using telephone and digital services.
We want to make it easier for our customers to do business with us by providing real time support, responding to their queries by letter, telephone, our digital platform and, occasionally, face to face meetings.
This is an exciting opportunity for anyone looking to move into a role that will deliver unparalleled levels of customer service. You will develop and grow your skills whilst also contributing to improving public services.