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HMRC internal manual

Debt Management and Banking Manual

Customer contact: Outdoor calls: Higher debt manager's role

As a higher debt manager you are responsible for:

  • the personal safety of your staff
  • organising and supervising the work of personal calls with the main objective of clearing cases as quickly and cost-effectively as possible.

You should:

  • follow the ‘personal safety’ guidance set out at DMBM511330
  • review cases appropriate for personal call to make sure that the reason for the call is clearly stated, the call is essential and all papers are supplied
  • review calls on hand to make sure that priority attention is given where required
  • make sure that the call programme and route planning are organised economically for travelling and subsistence purposes
  • examine call reports and, where appropriate, give directions on next action
  • check that the returned calls agree with the staff call itinerary lists and entries in the outdoor calls diaries.