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HMRC ploughs £45m in customer service upgrade

HM Revenue and Customs has vowed to improve customer service with a £45 million injection.

The move comes after it published numbers revealing a less-than-impressive telephone service performance for 2014/15.

The investment will fund approximately 3,000 new workers for the customer service department, as well as 2,000 staff to be relocated from other departments, in a bid to help with tax credits forms, letters and deadlines.

Over 60 million telephone calls are made to HMRC each and every year, with the highest rate of calls around deadline dates, such as July 31st for renewals of tax credits, and January 31st for self-assessment.

Its customer service performance has caused a number of issues and complaints in the past few years – a fact not helped by the closure of contact centres.

Around 73 per cent of all calls were responded to last year – seven per cent less than the target set by the department.

Lin Homer, chief executive of HMRC, conceded that the standards were unacceptable. She commented:

“Good customer service is an absolute priority for HMRC. We set ourselves the target to answer 80 per cent of calls, to provide a more consistent level of service across the year and to reduce peaks and troughs in service levels between busy and quieter times.”

While HMRC seeks to resolve their customer service issues, business owners would be wise to save themselves time and money by outsourcing any tax-related issues to an accountant in the Wirral. As well as being experts when it comes to completing tax returns, they are also a Godsend when it comes to anything to do with HMRC.

Posted by Louise
July 1, 2015

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