Paycircle Ideas Portal
It is HMRC's responsibility to let an individual know when they are going to change their tax code, but when the tax code change comes into the Paycircle software an automated email goes to the Employee (Team Member) to let them know that the tax code is being changed. In the 3 months we have been using the software we are constantly being asked by employees/Company Admins from our client to either not change the tax code because they don't agree with it, or requests for explanations on why it has been changed. There is no way to switch this email notification off - despite your Digital Assistant saying there is! Therefore you either need to consider allowing us as the Bureau User to have the ability to switch the notification off, or you need to amend the wording to make it clear that a) the change has to happen once the tax code notice has been received and b) and queries as to why it's changing need to be referred directly back to HMRC
| Customer | Quin-essence Ltd |
| Customer Priority | 3 |
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Customer Challenge
There is a separate suggestion about changing the 'sender' of these messages to Do Not Reply, as our customers are not happy that employees are replying to the email and don't get a response, so they are having to get involved - and then are frustrated because there is nothing we can do to manage the employee's request either |
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Business Case
We are wasting far too much time which we cannot charge to the client on constantly explaining the same thing to clients around the tax code change notifications - the emails are not proving helpful in any way |
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| Tags | Communications |
