Experience

Northgate Public Services

• United Kingdom
• Information Technology & Services
• 200 - 300 Employee

• Revenue and Benefits Assessor

  • Feb 2021 - Present

  • Dealing directly with customers via letter, email and phone – providing excellent customer service skills at all times. • Updating systems and records. • The ability to deliver consistently under pressure. • Processes can change from council to council so flexibly and self motivation is a key approach to work. • Managing my own case loads in an appointed amount of time. • Adhering to regular targets, that also change from council to council. • Keeping my own knowledge up to date via the web, publications, briefing notes and bulletins. Achievements • Consistently managing my own case loads as needed. • Assisting colleagues manage their own case load and answer any of their queries to assist them to meet client expectation.



Anglian Water Services

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Care Specialist

  • Aug 2014 - Feb 2021

  • Taking a high volume of incoming calls relating to domestic water queries ensuring the resolution of customer queries in a timely manner; average of 50 calls per day. • Managing a variety of domestic bill related queries, leakage allowances and arranging appointments for customers and general account maintenance. • Adhering to regular targets including a 90% ‘very satisfied’ call rate. • Take on extra responsibility throughout busy periods to assist with customer call backs to resolve customer query ASAP. • Take on extra incoming calls for a different department to assist first time resolution for them in busy periods. • Occasional back office work, working through system off line when needed. Achievements • Consistently tracking at 94% very satisfied call survey • Consistent Home Serve offer over 20% and Transfers over 3%