PARLIAMENTARY WRITTEN QUESTION
Revenue and Customs: Recruitment (15 December 2020)

To ask the Chancellor of the Exchequer, how many of the approximately 7,000 additional staff that HMRC aimed to recruit by 1 January 2021 to manage post-transition period processes (a) have been recruited, (b) will be based in call centres and (c) will be directly employed by HMRC.

Asked by:
James Murray (Labour)

HMRC had c.7,000 permanent (directly employed) staff by 1 January to deliver post-transition requirements.

HMRC forecast that about 200 telephony advisers would be required to meet customer demand. However, HMRC developed deployment plans to make 300 staff available, who had the capacity to answer about 8,000 calls per day, with the capability to flex more resource if required. HMRC have put in place streamlined routes for customers to support more complex customs arrangements.

Answered by:
Jesse Norman (Conservative)
11 January 2021