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3 Posts

Posted - 01/03/2009 :  06:27:21  Show Profile Send n/a a Private Message
I have been an 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 eg 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 alot of silly errors arent 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 arent getting anywhere is to ask to speak to a manager BUT unfortunately youd be better speaking to a child, as the managers havent got a clue and activly avoid taking any escalations. If an advisor says they cant pass you to a team leader straight away as there are non available do not accept this, because their manager will be sitting oposite 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.

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TCC Webmaster
Admin



Virgin Islands (United Kingdom)
148 Posts

Posted - 01/03/2009 :  18:44:43  Show Profile Send TCC Webmaster a Private Message
Hiya, 'fed up'.

Thanks very much for your post here. We know that TCO/HMRC employees are getting a raw deal - and we know that there are good and bad employees, too.

Although our 'members' will often slag-off people, what they are really complaining about is the fact that the system allows all of this to happen. We know that there are good people like yourself, and in all honesty, we don't generally have anything but sympathy for people working in such a bad environment, for an HMRC that has gone to the dogs. So, thank you for the tips about naming bad operatives - I'm sure that our members will begin to do that.

Please come back as often as you want - we will do our uptmost to protect your identity, so as long as you don't leave any tracks at your end, you can quite happily trust us. It might be an idea to edit your post and delete the stuff about 'being the longest serving member .....' etc., so that you can retain your anonimity.(I'll then remove it from this reply )

Can I ask for your permission to copy your (edited) post onto our blog on the LabourSpace site please? We have a campaign going there, and are trying to get across the scale of the problem to the powers that be.

And good for you trying to help where you can. If only every employee had your standards .....

Cheers,

Graham

Make change happen!!

Support our 'Justice is an Amnesty' campaign on the Labour website 'LabourSpace'

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n/a
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3 Posts

Posted - 01/03/2009 :  21:29:56  Show Profile Send n/a a Private Message
Hi yeah thats fine, feel free to use my post on the Labour forum. I should be ok with my saying im the longest serving staff member as I havent disclosed my location (plus I dont plan on working there much longer fingers crossed!)

Feel free to ask any questions about our day to day work and our processes!

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TCC Webmaster
Admin



Virgin Islands (United Kingdom)
148 Posts

Posted - 01/03/2009 :  22:36:39  Show Profile Send TCC Webmaster a Private Message
Thanks.

Best of luck to you in your 'escape'.

And thanks for your kind offer. I'm just a simple webmaster (), but I've let Paula know .... and I'm sure that she will ask some.

I'll post your message on LabourSpace tomorrow.

Thanks again - nice to have 'met' you!

Cheers,

Graham

Make change happen!!

Support our 'Justice is an Amnesty' campaign on the Labour website 'LabourSpace'

Register and vote at You must be logged in to see this link.

The original 'point & click' interface was a Smith & Wesson !!
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Ali M-W
Mod



3558 Posts

Posted - 03/03/2009 :  15:46:18  Show Profile Send Ali M-W a Private Message
Thanks, Fed Up, for being so forthcoming and helpful with your post. It must be really frustrating for you, trying to do a good job with the resources you have, whilst all the time coming across and trying to put right the errors of others. I am sure that people do lose patience with you sometimes, too, if someone before you has made a really dreadful mistake, and they are left with the consequences. I will, admit there was a time when I felt quite angry with HMRC staff for the catalogue of errors which had left me treated like a criminal with a 5800 and then a 6500 bill, but I then came to realise the problems HMRC workers were up against and that badly trained, poorly paid, overworked and undervalued staff working a complex and dangerous system were never going to deliver a fair and accurate system.

I just wanted to thank you for posting here, and also for giving our Webmaster the go ahead for putting this on the Labourspace site. I notice, too, that our friend Ken Frost has used this on his HMRC is sh-te site (have to delete the 'i' as the language filter censors the word otherwise!) and it can be found here, together with comments from other insiders (see under "Shame").

You've done so much for us already that I daren't ask for more... but this year is the year when we want to make the abuse of innocent tax credit claimants history. Please could you drop me a line at ali@taxcc.org ? It would be good to talk if we could.

Thanks! Ali.

(email address corrected!)

Trinity: No one has ever done anything like this.
Neo: That's why it's going to work.


Edited by - Ali M-W on 03/03/2009 15:47:16
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TCC Webmaster
Admin



Virgin Islands (United Kingdom)
148 Posts

Posted - 04/03/2009 :  00:35:28  Show Profile Send TCC Webmaster a Private Message
Here's a quick one for you:

When an advisor updates the notes on a claim during a telephone conversation, is the advisor's ID logged by the system so that advice given can be tracked back to that advisor?

Cheers,

Graham



Make change happen!!

Support our 'Justice is an Amnesty' campaign on the Labour website 'LabourSpace'

Register and vote at You must be logged in to see this link.

The original 'point & click' interface was a Smith & Wesson !!
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n/a
deleted



3 Posts

Posted - 05/03/2009 :  20:39:10  Show Profile Send n/a a Private Message
Hi Graham,

Well we use 2 systems to record notes, the first one is NTC (the core system which we use to make any changes etc) we then add the note onto CMA (the bit we get all the questions we ask when you call up for security)
On NTC I dont think its traceble BUT cma deffo is. Plus a copy of every call is kept as all calls are recorded.

Ali Il give you an email asap

Thanks

Jo
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TCC Webmaster
Admin



Virgin Islands (United Kingdom)
148 Posts

Posted - 05/03/2009 :  21:43:58  Show Profile Send TCC Webmaster a Private Message
Thanks ....

You don't sound so 'fed up' today - is this (forum) the release that you needed? (I was going to say 'the therapy' but realised that it wouldn't sound funny, like I had intended ).

Have a great weekend!



Make change happen!!

Support our 'Justice is an Amnesty' campaign on the Labour website 'LabourSpace'

Register and vote at You must be logged in to see this link.

The original 'point & click' interface was a Smith & Wesson !!
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PJD
Admin



United Kingdom
281 Posts

Posted - 05/03/2009 :  23:26:30  Show Profile Send PJD a Private Message
Hiya Fed Up,

thanks for posting.

i like your suggestion about complaining about particularly bad advisor's, especially if it does mean they are picked up on it, and hopefully retrained or something. and maybe a response to these complaints could help with a dispute as well.

would be great if you were to keep in touch with us. and I'm sure i will have question for you soon. usually my queries relate to translating HMRC jargon or abbreviations.

but on a policy point; what do you think of the newer COP 26? and do you see it being fairly applied? or do you feel HMRC do allow themselves too much grace?

you sound confident of your assertion that all phonecalls ARE recorded these days. Is the currently system more reliable than in the past or are there still ways we can end up being told 'we have no record of calls' when there should be a record?

cheers
Paula

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cvasileiou
Rank; Hector Tax Inspector



United Kingdom
2 Posts

Posted - 19/09/2009 :  12:52:13  Show Profile Send cvasileiou a Private Message
Hi there
as someone who works at the tax credit office maybe you can answer my query, I have recently become responsible for my son after me wife left and moved overseas. I claimed tax credits on around 20/07/2009 but as of yet have not had any payments, when I ring the office they just say that the claim is in progress - they won't give me anything further - I am desperate, can't pay the nursery and am about to be evicted - what can i do to speed up my claim or why is it taking so long...... any info would be greatfully received
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