Customer Service Articles

Congratulations to Suzi Kinsella on winning May Employee of the Month
marketing | 3 June 2019
/ / / / /

Congratulations to Suzi Kinsella on winning May Umbrella.co.uk Employee of the Month.

"Well done to Suzi who is a much valued member of the Customer Services team both by her colleagues and our customers. Suzi sets a perfect example of excellent customer service for the rest of the team.

Everyone in the business knows they can leave anything in her very capable hands. Keep up the good work." Adam Connell, Customer Services Manager.

Hannah Langton Wins January Employee of the Month
marketing | 17 February 2016
/ / /

Congratulations to Hannah Langton, Senior Account Manager, for winning January Employee of the month. During our new portal roll out Hannah provided a top notch service to our customers, working long hours and managing to keep smiling!

Sarah Maurice-Jones Wins May Employee of the Month

All at Umbrella offer their heartiest congratulations to Sarah Maurice-Jones for being chosen as Employee of the Month for May.

Sarah is an inspirational and motivating leader of the Customer Services team who has ensured that our standards of customer care have not dropped while the industry has coped with the effects of recent legislative changes.

Well done Sarah!

Taxman failings are costing the country money

Last week, MPs warned that the quality of customer service at HM Revenue and Customs (HMRC) was so poor that it could be could be costing the country money.

In a strongly worded report, members of the Public Accounts Committee (PAC) accused the tax office of only answering half of the calls to its customer service team. MPs also cautioned that those running tax evasion and tax avoidance schemes were “running rings around the taxman".

Committee statistics said that HMRC responded to 72.5 percent of calls in 2014-15, a rate that dropped to 50 percent in the first half of this year.

Although the customer services team have a target of answering 80% of phone calls within five minutes, the damning report said that operators were only getting to 39% in this time.