This particular comment posted on LabourSpace comes from someone who claims to be an advisor who works for an HMRC contact centre handling tax credit issues, he/she speaks of his/her shame and the fact that the whole system is disgusting.
He/she offers some useful advice to those who need to interact with the contact centres; take the name of the person you are talking to, and do not believe them if they say they can't escalate the problem.
"I have been an [Tax Credit] advisor for nearly 3 years now. I am the longest serving member of my contact centre by far, the staff turn over is incredible.
I can confidantly say that on most of the calls I get, I notice an error made by a previous advisor. This frustrates me hugely. The errors made for (e.g.) income being changed to nil are basic errors but they are made by inexperienced advisors on an industrial scale.
The contact centres are a shambles.
I count myself as a very good advisor. I have made my mistakes with peoples claims in the past simply through human error but when the person whos claim I have affected calls up and puts in a complaint, I can ensure you these are taken VERY seriously and advisors are severely reprimanded if a complaint is made about them.
Basically what I am trying to say is that a lot of silly errors aren't picked up because people are not complaining about specific advisors. Take their name on EVERY CALL, take their team number and location. I feel like I am betraying my fellow advisors BUT for every good avisor like myself there are 300 brand new ones who literally, through no real fault of their own, get thrown on the phone and given the power to ruin a persons claim, however unintentionally.
Also bear in mind we as advisors have NO power when it comes to escalating issues or chasing up anything done by our head office (TCO). The only option I can suggest if you really aren't getting anywhere is to ask to speak to a manager BUT unfortunately you'd be better speaking to a child, as the managers haven't got a clue and activly avoid taking any escalations.
If an advisor says they can't pass you to a team leader straight away as there are none available do not accept this, because their manager will be sitting opposite them waving their hands in the air, as in a 'I'm not here' manner, to avoid taking a complaint call.
The whole system is disgusting.
I am ashamed to work there but feel like if I left, the few peoples claims I do manage to fix will be lost along with the rest."
Tax does have to be taxing.
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