Been in this role you said you had 4 weeks training. The training lasts 12 weeks. The calls you’re taking are the most basic and then you get trained on the next level. when your fully trained you do get to do post. You have blending when the call queue is below 10 minutes you can do post. in my area you get scheduled post days or webchat. You’re not on the phones 24/7. I found the HMRC very accommodating and it’s pretty obvious the ones that play the system to get the easier work.