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HMRC Customer Relations Managers (CRMs) are now available for tax advisers in four new locations.

Last year HMRC introduced a pilot for Agent Account Managers in Edinburgh and Ipswich as part of a drive to improve access for tax advisers to HMRC services. Since a considerable amount of contact so far has been on processing issues, HMRC have now appointed CRMs to provide the same service on a pilot basis, in four of the largest PAYE and SA Processing locations around the country.

The agent CRM role is not intended to replace existing contact, escalation and complaints processes. Advisers are asked to continue to do business with HMRC 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 they occasionally need - signposting them to the right part of the Department or website, for example.

The service is not available to everyone. 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. Contact details are as follows:

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.

Depending on the success of this pilot, HMRC hope to roll out the service to many more locations over the next few months – and in Liverpool very shortly.

Link

HMRC: Customer Relations Managers