Meet the New Director Set to Revolutionize Customer Service at Guernsey's Revenue Service

A New Leader for Improved Customer Service

A customer service expert has been appointed as the director of operations for Guernsey's Revenue Service, with a clear mission to drive improvements in service delivery. Jean Mehers will join the Revenue Service in November, transitioning from her role as a customer services director at Barclays UK. The Revenue Service is responsible for collecting income tax for Guernsey, Alderney, and Sark, as well as handling social security matters.

The Revenue Service has faced criticism after a backlog of tax repayments built up.

Addressing Past Challenges

This appointment comes in response to significant issues, including a backlog of tax repayments that left thousands waiting this year, following a transition to a new system. To better address these challenges, the previous director role was split this year, allowing for a dedicated focus on policy development, while Mrs. Mehers will concentrate on enhancing customer service.

Extensive Experience and Vision

Mrs. Mehers brings a wealth of experience from her previous roles, including head of operations for Sainsbury's Bank, where she was responsible for customer services and first-time contact resolution. She has also worked with companies like Legal & General, O2, and Tesco Mobile. In her own words, she is "passionate about creating values-led cultures where people thrive" and believes that sustainable business performance is built on treating colleagues and customers with respect and authenticity.

States Treasurer Bethan Haines acknowledged that despite the best efforts of the Revenue Service teams, the level of service provided to the community has not met expectations. She expressed hope that this new role will help deliver lasting improvements in customer satisfaction and operational efficiency.