HMRC Cuts 6,000 Frontline Customer Services Staff
Over the past five years, HMRC has made the controversial decision to cut 6,000 frontline customer services staff, resulting in severe consequences for both individuals and businesses. Unfortunately, the situation is set to worsen with the introduction of the government’s ‘making tax digital’ initiative, which aims to promote the use of online chatbots for tax-related queries.
This dramatic reduction in staff has had a significant impact on HMRC’s operations. In 2015, the tax office closed 170 tax offices and opened 13 regional hubs, leading to a considerable increase in waiting times and a decline in customer satisfaction. According to a report by the committee of public accounts, the average speed of answering calls went from 6 minutes and 39 seconds in 2019-20 to a staggering 12 minutes and 22 seconds the following year.
Despite HMRC’s claims that staff reductions are a last resort and not limited to any age group, many individuals have reported spending hours on the phone trying to reach the tax office. In fact, HMRC’s most recent annual report shows a decline in customer satisfaction from 85.2% in 2020-21 to 82% in 2021-22, the lowest rate since 2018.
The closure of helplines such as the VAT registration helpline and the self-assessment helpline has only added to the frustrations of those attempting to contact HMRC. While headcount cuts are undoubtedly a factor, insiders argue that the bigger issue lies in staff retention and the lack of training. A former employee revealed that experienced staff members were let go, replaced by lower-paid employees with minimal training on fixed-term contracts.
In response to these concerns, HMRC denies any difficulties caused by working from home or lack of training. The taxman claims that new staff members receive comprehensive tax training and that their performance is supported through on-the-job learning, ongoing coaching, and access to tax Subject Matter Experts if needed.
However, it appears that customer service advisers are being overwhelmed with a wide range of inquiries and complaints. Calls vary from desperate pleas for assistance to angry rants, all while dealing with complex cases and having to search through manuals for answers.
The situation is only expected to deteriorate further as HMRC closes helplines and shifts more queries online. This will put additional strain on the limited number of advisers available to handle urgent calls. As a result, customer service advisers often bear the brunt of frustrated individuals who have faced difficulties in reaching HMRC.
According to the PCS union, which represents workers in government departments, HMRC’s inability to retain staff exacerbates the problem, leading to increased pressure on the public-facing employees. The union argues that customer service advisers perform highly complex jobs, yet they are paid less and deal with more hassle and frustration than jobs at places like McDonald’s.
Micromanagement is another major concern raised by the union. Customer service advisers are required to log their activities with codes for each minute spent on various tasks, such as taking calls, using the bathroom, or attending meetings. This tight level of control is deemed oppressive by many, with managers inquiring about every aspect of an adviser’s day, scrutinizing their every move.
HMRC defends its management practices, stating that the use of codes allows for planning and resource allocation. The tax office claims that it encourages customers to use online services, such as resetting passwords or obtaining tax codes, as these tasks can easily be completed digitally. However, the union argues that if advisers were allowed to focus on their core responsibilities, HMRC would be even more productive.
If you are a frustrated HMRC employee or a business owner who has experienced difficulties with the tax office, please share your story by emailing [email protected] with HMRC in the subject line.
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