Volunteer Helpline Advisers
The TaxAid helpline provides telephone support to taxpayers who are self employed or those who are employed but under 60 years old. Around 70% of the queries are resolved on the call, the remaining 30% are resolved by arranging a face to face appointment for the caller, or transferring them to HMRCs extra support unit, sending a consent form so that casework can be undertaken or transferring the call to Tax Help for Older People when appropriate.
Nature of the tax issues and profile of the taxpayers
The callers present a wide variety of issues, but a significant number call because they have tax debt. The debt can arise for various reasons, but common causes are; penalties incurred when a tax return is not prepared, a PAYE underpayment, or a determination has been made by HMRC. The caller may be self employed, or may have been in the past. They may also have multiple employments, some through agencies or umbrella companies. The callers often also have language issues, literacy or dyslexia issues or mental health issues.
While I have detailed the profile of our callers this is not with the intention of discouraging you from applying. Helping the taxpayers on the helpline is enormously rewarding, but the issues presented are often not those that are most frequently encountered in big or indeed smaller tax practises. To that end TaxAid provide Helpline training to equip helpline volunteers both in the soft skills needed to communicate effectively with the caller and the technical skills to deal with issues that may have been learned in theory many years ago in professional exams but have rarely if ever been encountered in practice.
The role profile for Volunteer Helpline Advisers can be found here. If you are interested in applying please complete the application form found below.
If you have any queries please contact Karen@taxaid.org.uk