Customer Relations Managers

Customer Relations Managers now available for tax advisers in four new locations

Last year we introduced a pilot for Agent Account Managers in Edinburgh and Ipswich as part of our drive to improve access for tax advisers to HM Revenue & Customs (HMRC) services. We limited the pilots, at least initially, to a relatively small number of agents. As a considerable amount of contact so far has been on Processing issues we have now appointed Agent Customer Relations Managers (CRMs), to provide the same service on a pilot basis, in four of our largest PAYE and SA Processing locations around the country.

What service does the Agent CRM offer?

The Agent CRM role is not intended to replace existing contact, escalation and complaints processes. We would ask you to continue to do business with us through the usual channels as far as possible. This new service is a point of contact for when it is not possible to resolve problems through the usual routes. It is very much a concierge role, helping agents to get the assistance you occasionally need - signposting you to the right part of the Department or website, for example.

Is this service now available to every tax adviser?

No, not yet. In order to manage the service we will be introducing it incrementally.

Who can use this service now?

Some agents in and around Cardiff, Newcastle, Manchester and Glasgow will be able to use this service in the first staged rollout, based on their postcode. Please check the details below to see if your postcode is included.

For Agents in postcode area CF1 - CF14
Customer Relations Manager Adrian Jones 02920 326105

For Agents in postcode area NE1 – NE9
Customer Relations Manager Peter Gunn 0191 2396431

For Agents in postcode area M1 – M14
Customer Relations Manager Christine Hiscox 0161 261 3761

For Agents in postcode area G1 – G5
Customer Relations Manager Bob Gilchrist 01355 275897

The service is available to all agents within these postcodes, irrespective of where their clients’ tax records are held. This approach is consistent with our local Working Together arrangements aimed at strengthening liaison between practitioners and HMRC at a local level.

When can other agents expect to be included?

If your postcode is not listed, you will not be able to use the service at the outset. However, depending on how this pilot progresses, we hope to roll out the service to many more locations over the next few months – and in Liverpool very shortly.

We will review the effectiveness of this approach at the end of March and we’ll be looking for feedback from those of you who have been involved and used the service.