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HMRC internal manual

Self Assessment Manual

HM Revenue & Customs
, see all updates

Manage work: access to records: call centre adviser

The Call Centre Adviser user role provides access to all functions required to effectively handle incoming taxpayer calls as defined by the service scope in the Statement of Practice (SoP/98).

The following table shows the functions linked to this role.

For details of how to access any of these functions, select ‘Index Of Functions’ on the left of the screen.

On accessing the function, system help is available to you at function, screen, field, and error message levels.

For ease of reference, functions are grouped under the following sub headings



View Compliance History


Maintain Responsible Office

Retrieve UTR from D Reference


Amend Fixed Penalties

Amend Return

Create Return Charge

Maintain Return Profile

Maintain Return Summary

Record Date of Clerical Issue

Record Return Request

View Return


Amend Payments on Account

Issue Repayment From Overpaid Balance

Maintain Payments on Account

Maintain Statement Inhibition

Trace Cheque Payment

Trace Non Cheque Payment

View Payment Details

View Statement

View Taxpayer Credits


Amend Taxpayer Name and Address

Amend Taxpayer Signals

Case Summary

Maintain SA Notes

Maintain Sources

View Communication Name and Address

View Taxpayer Designatory Details

TP Agent

Amend Taxpayer Agent Details

Taxpayer New Agent Details

Trace Agent

View Agent Details

View Taxpayer’s Agent Details