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HMRC internal manual

Debt Management and Banking Manual

Customer contact and data security: introduction: who is responsible for customer contact?

Customer contact in Debt Management

Customer contact work is generally undertaken by most staff in Debt Management at some time. The frequency and type of customer contact will depend on your individual job role. For example a Field Force/Distraint Officer will have a lot more face to face contact than a VAT debt caseworker who will mainly speak to the customer on the telephone. Likewise a DTO or DMTC caseworker will spend most of their working day speaking to customers or dealing with customer contact whereas an admin or Field Force support team member will only, on occasion, have the need to contact the customer.

TTP and Payments - Business by telephone

An important area involving personal contact is time to pay requests (TTP) and taking payments. As we now strive to do as much business by telephone as we can most of the negotiations, discussions, payments and arrangements will be done over the telephone without the need for written correspondence or evidence. You should aim to make the most out of each telephone call that you have with the customer to be able to avoid the need for subsequent telephone calls or letters.

Dedicated guidance relating to TTP is set out at DMBM800000.

Telephone and Field Force/Distraint training

Due to the level of contact you will have in your role in Debt Management it is vitally important that you are familiar with the Professional Debt Recovery Skills (PDRS) or Telephone Debt Management Skills (TDMS) training you should have received, see DMBM510325.

Field Force/Distraint officers undertake specialised training when joining the department which provides them with the skills and ability to be able to converse with the customer on a face to face basis.

Further information on customer contact for outdoor calls can be found at DMBM511400.