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Service
and support

for faster, fairer resolutions

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We have prioritised creating quality digital channels and tools as the most convenient choice for our customers and clients.

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Digital Self-Serve

Multiple Contact Channels

Responsive Customer Service

Easy, Intuitive Digital Self-Serve

Customer Self-Serve

  • 24/7 online access via the website to pay, set up or manage a payment plan, amend contact details, and find essential information and support.
  • Live Webchat 8am-4pm, Monday to Friday.
  • Award-winning free financial situation assessment and affordability tool.
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Client Portal

  • 24/7 real-time access to cases via a ‘Single Customer View’.
  • Full integration with our intelligent operating platform, EDGE.
  • Bespoke Service Level reports and Management Intelligence dashboards.
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Multiple Inbound and Outbound Contact Channels

cder service & support contact channels
  • We contact customers via letters, phone calls, emails, texts, and webchat, reflecting their preferences.
  • Video calls and house visits are available via the Welfare Team for customers who require or prefer face-to-face communication.
  • We aim for inclusive and accessible communications, offering large print, braille, and multiple languages.
  • Customers may also designate a third party to act on their behalf.

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During 2023 and 2024 our average call queue time was 28 seconds, under our target of 30 seconds

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We answer 100% of correspondence within 7 working days, and 92% within 3 working days.

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On average, 91% of customers have been satisified with the service provided by our webchat, rating it "Good"

Focused, Responsive Customer Service

Our fully trained customer service team are empowered to deal sensitively and effectively with customers.

We have dedicated Centres of Excellence for Central Government, Traffic & Road User Charging, and Local Government Revenue Collection

Our contact centre is open 7 days a week, via a local rate number.

We offer 25 different ways to pay, including options for the digitally excluded, such as PayPoint.

Our dedicated Welfare Team provides extra support to customers in vulnerable situations.

Our straight forward complaint process is subject to independent scrutiny to ensure fair treatment and continuous learning

“Alana was really kind, professional and helpful. I didn’t feel judged and she helped me with my repayment plan.”

Danielle

Customer - via webchat

“The Adviser, Jessi, was very helpful in resetting my payment plan. I was worried but happy with the outcome.”

Olumide

Customer - via webchat

“Very helpful and polite – didn’t feel pressured or threatened. Thank you very much.”

Darren

Customer - via webchat

Comprehensive Client Services

We offer our clients a holistic service for collecting and enforcing a range of debt types.

FIND OUT HOW
  • Dedicated account manager and support team
  • Bespoke service package
  • Tailored KPIs and stretch targets
  • 24/7 real-time access to customer accounts, Service Quality Dashboards, and bespoke Management Intelligence via the Client Portal
  • Regular review meetings
  • Complimentary training and workshops on key industry topics
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