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What is Customer Verification?

Customer Verification (CV) is a process that must be used to verify your identity before HR Shared Services (HRSS) can provide any personal details during a telephone call. 

CV must be performed for any call made to or from HRSS where personal information is requested or discussed.

What questions are asked as part of Customer Verification?

The questions required as part of CV will depend on the type of customer:

Contacting HRSS as a Recruiting Manager / Delegate

    • Trac - you will be asked to access the relevant vacancy in Trac and add a note to the Vacancy Notes to state 'Customer Verification'. These notes will be time and date stamped to confirm to the agent that they are speaking to the correct individual.

Please be aware that to pass CV where adding a note to the vacancy, You must be logged into your own Trac account to pass CV even when acting as a Delegate. If you are not logged into your personal account, the HR Administrator will not be able to progress with your query regarding any personal information. 

 

    • Email – you will be sent a unique code to the email held in Trac. This code should be verbally repeated.

      If you don’t wish to follow either of the above processes, you will be required to email your query to the relevant team which will be actioned and responded to via email.

 

Contacting HRSS as a Candidate requesting information on their recruitment

    • You will be asked the standard security questions of First Name, Surname and two characters from the following: DOB / First Line of Address / Postcode. The agent taking your call will then cross reference this information with the answers you provided on your application form to verify your identity.

 

Contacting HRSS as an Employee/Line Manager with an ESR related query

    • You will be asked the standard security questions of First Name, Surname and two characters from the following: DOB / First Line of Address / Postcode. The agent taking your call will then cross reference this information with the information held on your ESR record. Please note this is for ESR related queries only.
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