Administrative Assistant

• Mar 2020 - Present

Deputy Line Manager for Debt Management, The Civil Service

• Oct 2018 - Dec 2019

In September 2018 I applied to become a Deputy Team Leader. In my Team Leader's absence, I would stand in to look after our eight other colleagues. She was often absent for several reasons; training a new Centre for several months standing in for her own line manager who was partially retired as well as taking her annual leave entitlement. Responsibilities included:- managing each individual colleague's sick related absences with Welcome Backs, Health and Attendance Improvement Meetings (where applicable), maintaining up to date records and reporting absences to HR. (All of this is handled with the strictest confidentiality.)- authorising/refusing annual leave in line with the business needs and keeping an accurate record of entitlement remaining for each individual - negotiating change in work patterns- authorising and refusing several financial tasks such as client refunds and balance adjustments- encouraging and facilitating the development and progression of team members- providing both positive and constructive feedback to team members in order to both recognise great work and improve the service delivered where required- attending call quality check meetings- completing five call quality checks per person each month and providing feedback- supporting other teams in their line manager's absence- promptly providing advice and reciting guidance when requested by colleagues to help them best advise their customers - complete team leader call backs promptly when requested by a customer with the view to resolve their enquiry or complaint- providing ad hoc support to a Universal Credit Service Centre on Debt Management policy and guidance- covering the workloads of other team leaders in their absence- hosting a weekly communications meeting with the team

Debt Management Administrative Officer

• Sep 2017 - Dec 2019

In this role I was responsible for answering incoming telephony enquiries from customers, Local Authorities, third party representatives, Insolvency Practitioners, employers, HMRC and colleagues from other areas within the Department. I advised on and managed each customer's case appropriately and in line with Departmental policies and guidance. Tasks varied and included:- managing client debt- case analysis- setting deductions in old style benefits (any DWP payable benefit/state pension other than Universal Credit)- completing household splits where applicable- identifying any anomalies and resolving issues appropriately- partaking in robust negotiations in order to mutually agree a rate of recovery that was appropriate with the customer's circumstances and in line with Departmental policy - understanding, identifying and translating complex issues in layman’s terms to a diverse range of callers- supporting colleagues on complex cases- cleansing customer data- inputting an accurate written record of each conversation in the diary section

Receptionist

• Nov 2016 - Sep 2017

I returned to Corby Voluntary and Community Services (VCS) after six weeks of travelling (I returned early due to personal reasons). I opted to rejoin this organisation instead of The Core as the hours of work were more compatible. In September 2017 I resigned from my post at Corby VCS to join an organisation offering more job security.In this role I was responsible for:- general administrative duties such as diary management, filing, maintaining and updating the charity’s social network pages, arranging and promoting room hire to engender more revenue, dealing with telephony enquiries and posting membership renewal reminders to all Carpool service users- collecting and collating data which I then generated in to graphs using Microsoft Excel (which was then submitted to the Local Authority at the end of the financial year, adhering to our Service Level Agreement)- cash reconciliation for room hire, Shop Mobility, staff expenses and Carpool Services- demonstrating great customer service as the first point of contact for both telephony and face-to-face enquiries, listening and then communicating the most appropriate service whether it be signposting to one of the eight organisations operating from the building or an external partnership organisation- networking with local organisations

Sales Advisor

• Mar 2016 - Oct 2016

I mostly worked at The Core in Corby in this role, but I occasionally worked at Derngate.Some of my duties as a Sales Supervisor included:- Selling tickets to shows at The Core, The Royal and Derngate and The Errol Flynn Filmhouse- Researching the shows and screenings that all the aforementioned venues are showing. While this is not mandatory, it is invaluable in upselling shows to customers. The more information you had, the more interested the customer became and was more willing to try something new- In circumstances where it was permitted, issuing refunds and exchanges- Collating cinema figures for the relevant companies- Cash handling- A good knowledge of the Tessitura system- Inputting registers and other relevant data pertaining to the Creative Projects classes and programs- Clear communicative skills- Being approachable and welcoming to all customers

Front of House Duty Manager

• Sep 2015 - Oct 2016

During the interview for my internship, I made my employers aware that I planned to travel New Zealand in late 2016. After one week in to my six month internship, I was asked to fill a temporary business need in becoming the Duty Manager for the Front of House Department. However, as I quickly learned and excelled within the role, only one other Duty Manager alongside a Bar Manager was recruited in November 2015 and I continued in my duties. My title officially changed to Duty Manager at the end of my internship.Through this role I became an authorised Personal Licence Holder to enable alcohol to be sold under the Premises Licence. I was a First Aider at the time (trained 16/05/16) and a Dementia Friendly Champion (04/05/16).In this role I was responsible for:- training the second duty manager and bar manager- managing over fifty volunteers and briefing the team before for every show and screening- creating and organising monthly rotas for the volunteer ushers- recruiting and interviewing potential volunteer ushers- managing and conducting seasonal briefings and fire and emergency evacuation training - leading the evacuation for both fire drills and real fire emergencies - building checks before every show and screening - till reconciliation - opening the bars - confirming and accepting dry and wet stock deliveries- ensuring live shows run on time by liaising with technicians- greeting customer- addressing feedback from the public and collating the data for the Service Level Agreement- attending to any riders from guest acts- implementing secondary spend initiatives - managing bar staff in the bar manager's absence- identifying any maintenance issues and reporting them- monthly safe checks- handling & reporting first aid incidentsThe most important aspect of my job was to ensure that customers had an exceptional experience at The Core, and that the entertainers felt welcomed and content so that both would return to the venue.

Administrative Assistant to The General Manager

• Sep 2015 - Mar 2016

Receptionist

• Jun 2013 - Aug 2015

I volunteered with the receptionist at Corby VCS during the summer breaks of 2013 and 2014. After graduating in May 2015, I temporarily covered the receptionist's role as a paid member of staff from May until their return in August 2015.

Shop Floor Assistant

• Oct 2013 - May 2015

Shop Floor Assistant

• Jun 2012 - Jun 2013