Jean Mehers will join the Revenue Service as the director of revenue service operations in November.
Guernsey Revenue Service has been dogged with problems in recent years, with a new computer system, severe delays in issuing cheques and a long backlog in handling returns.
Mrs Mehers will be taking over responsibility for operational delivery and for driving service improvements. She is currently a customer services director for Barclays UK and previously worked as head of operations at Sainsbury’s Bank, where she prioritised delivering ‘great customer outcomes and driving first-time contact resolution’.
‘I’m excited to be joining the Revenue Service following my role as customer service director at Barclays UK,’ she said.
‘With a career spanning leadership roles at Sainsbury’s Bank, Legal & General, O2, and Tesco Mobile, I bring a strong focus on colleague engagement and customer outcomes. I’m passionate about creating values-led cultures where people thrive — and firmly believe that sustainable business performance is built on treating colleagues and customers with respect and authenticity.’
The previous director of revenue service role was split earlier this year to facilitate the necessary capacity to focus on ever-increasing policy development.
Mrs Mehers’ role concentrates on operational service delivery, particularly improving the customer experience.
States Treasurer Bethan Haines said it was an important role.
‘Although the process took longer than we would have liked, it was essential for us to find the right person, and we are really pleased to find someone of Jean’s calibre and experience to lead the service forward. As announced earlier this year, splitting the previous director of revenue service role allows the director of revenue service operations to focus solely on the operational performance, without also being responsible for significant and ever-increasing development and introduction of policy. Despite the best efforts of teams within the Revenue Service, the level of service we’ve provided to our community has not been where we would like it to be.
‘Jean’s experience in customer service and operations makes her a great fit to deliver lasting improvements alongside our dedicated staff within the Revenue Service.’
The most recent return backlog figures from June showed that nearly two-thirds of 2023 personal returns had been dealt with, along with three quarters of 2022 returns and more than 90% of 2021 returns.
The deadline for 2024 returns is the end of November.
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