HMRC closes phone lines due to technical fault

HM Revenue and Customs (HMRC) has closed most of its phone lines due to a fault as many people seek advice ahead of filing their tax returns. The tax authority apologised for the outage and urged people to use their online services. It is not known when the lines will be working again, but HMRC said it would "reopen them as soon as possible". More than 12 million people are required to complete self-assessment tax returns before 31 January. That number is made up of people who are self-employed and those with more than one source of income. If people do not file their tax return, either online or via post, then they face being hit with a fine, which is usually £100.

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Newcastle BT workers join one of the biggest strikes of the year alongside 999 call handlers

One of the biggest strikes of the year began on Thursday morning with Royal Mail, BT and Openreach workers walking out over pay and conditions. At BT Customer Contact Centre, in Gosforth, members of the Communication Workers Union (CWU) wore bright jackets and waved flags as they formed a picket lines at the entrance to the building. They joined around 30,000 Openreach engineers and 10,000 BT call centre workers who have already taken industrial action, and further strikes are also planned for October 24.

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60 Call Centre jobs for Sunderland at insurance firm

The new jobs will be available at BGL Insurance (BGLi) before the end of the year and they will all be based at BGLi’s St Catherine’s Court site. All of the new recruits will be involved in multi-channel customer service support and they come at a time when the firm already has more than 500 people on its books. BGLi, which is also a sponsor of the Sunderland Echo Business Excellence Awards, is a digital distributor of insurance and household financial services.

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British Gas Grows Partnership with ResQ Creating 200 New Jobs in Hull

ResQ, the leading outsourced contact centre specialist, has announced that British Gas has grown its partnership with the company, which will generate 200 new jobs in Hull over the next 12 months. ResQ has been an outsourced partner of choice for British Gas since 2011, providing customer support across both inbound and outbound activity.

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EasyJet say customer satisfaction at levels not seen since 2019 and cancellations as low pre-pandemic

While flight capacity is not yet at pre-pandemic levels the final part of easyJet’s financial year expects pre-tax profitability of more than £525million, in line with the profits from the same period in 2019. EasyJet have said customers were happier with service over the summer than they were in 2019, before the travel chaos following pandemic lockdowns, despite reporting a loss.

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West Yorkshire Police marks five years without any abandoned 999 calls

Last month, West Yorkshire Police achieved an unprecedented five years without any abandoned 999 calls, which are real calls for service that don’t get answered before the caller disconnects. These are different from dropped 999 calls, which is when someone accidentally calls 999 and the call is disconnected by the caller after being connected to the police.

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The UK’s best and worst banks for customer service ranked by customers

The latest Ipsos survey of the best and worst UK banks for customer service is released. Take a bow Starling Bank, Monzo, First Direct, Metro Bank and Nationwide. Yet again, the same five lenders rank as the UK’s best retail banks for customer service as ranked by customers.

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Australia liquor store hiring with 10-minute interviews

Australian liquor store Dan Murphy’s is offering on-the-spot job interviews in 10-minute slots because of a staff shortage ahead of Christmas. During the hiring week from Monday until Sunday, the business aims to take on more than 2,200 casual workers. The country is seeing one of its tightest jobs markets in nearly 50 years with the unemployment rate at a record low of 3.5%.

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IRIS Audio Technologies appoints Neil Titcomb as SVP Global Sales

IRIS Audio Technologies, the team behind the AI-powered voice isolation software IRIS Clarity, has appointed Neil Titcomb as SVP Global Sales. Neil joins IRIS from his role as Managing Director for Odigo CX Solutions, a European leader in the Contact Centre SaaS market, with previous experience as Commercial Sales Director at Genesys and Head of Sales at Noble Systems.

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