SAM72070 - Manage work: access to records: call centre adviser
The Call Centre Adviser user role provides access to all functions required to effectively handle incoming taxpayer calls as defined by the service scope in the Statement of Practice (SoP/98).
The following list shows the functions linked to this role.
For details of how to access any of these functions, select ‘Index Of Functions’ on the left of the screen.
On accessing the function, system help is available to you at function, screen, field, and error message levels.
For ease of reference, functions are grouped under the following sub headings
Compliance
Office
Returns
Statements
Taxpayer
TP Agent
Compliance
View Compliance History
Office
Maintain Responsible Office
Retrieve UTR from D Reference
Returns
Amend Fixed Penalties
Amend Return
Create Return Charge
Maintain Return Profile
Maintain Return Summary
Record Date of Clerical Issue
Record Return Request
View Return
Statements
Amend Payments on Account
Issue Repayment From Overpaid Balance
Maintain Payments on Account
Maintain Statement Inhibition
Trace Cheque Payment
Trace Non Cheque Payment
View Payment Details
View Statement
View Taxpayer Credits
Taxpayer
Amend Taxpayer Name and Address
Amend Taxpayer Signals
Case Summary
Maintain SA Notes
Maintain Sources
View Communication Name and Address
View Taxpayer Designatory Details
TP Agent
Amend Taxpayer Agent Details
Taxpayer New Agent Details
Trace Agent
View Agent Details
View Taxpayer’s Agent Details