Demi Breakwell-Bounds

As an Executive Officer Compliance Officer within a VAT team for Individuals and Small Businesses I work on HMRC’s front line, delivering a high volume of cases under a variety of different targeted compliance projects.

Over time I have built on my skills and knowledge across a wide range of taxes and risks.

Day-to-day tasks include (but not limited to):

• conduct investigations into more complex customer information, reviewing the tax affairs of individuals and businesses to ensure the right tax has been paid at the right time.
  
• establish the facts, making and recording fair, lawful and impartial decisions; analysing and evaluating available information to identify and mitigate risks to tax.
  
• exercise judgement and discretion in all areas; making it clear to customers what they need to do and when. Offer certainty and targeted support at the optimum time, where complexity or customer capability requires it or there is a risk of non-compliance.
• actively contribute to the delivery of business and compliance plans, working in line with Compliance Professional Standards to make paying the right amount of tax as easy as possible.
  
• lead and conduct investigations, applying appropriate legislation, case law, policy, and procedure. Obtain evidence through fact-finding methodologies including document reviews, interviewing, and visiting customer premises, when required.
  Hold and use customer information fairly and lawfully, in line with GDPR and departmental policy.
• analyse and review complex data to identify risks and decide the relevant compliance response. Address irregularities with the customer in line with tax legislation, educating where applicable.
• engage with customers via appropriate channels, which may include letters, email, phone calls and face-to-face meetings, travelling when necessary.
  Support Compliance Casework Officers with customer engagement and challenging work areas when relevant and where appropriate.
• regularly review emerging yield and estimated closure dates for each enquiry and make appropriate changes to forecasts when new information is received.
• report progress to manager at key milestones. Discuss issues and risks with manager or senior compliance caseworker promptly, to facilitate progress and minimize delay.
• effectively and appropriately use information requests and powers to ensure decisions can be defended on challenge in line with Litigation & Settlement Strategy (LSS) and applying civil penalty legislation to encourage future compliance.

• Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.
• Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
• Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
• Maintained knowledge of drinks promotions, pricing and menu changes, offering customers up-to-date, reliable advice.
• Maintained a spotlessly clean and tidy bar area in line with health and hygiene regulations.
• Maintained bar stocks, replenishing daily as necessary.
• Completed end-of-day cleanup to reset bar for next day.

As an Administrative Tax Officer within an income tax team for Individuals. I work on HMRC's front line, delivering a high volume of customer service for a variety of different tax lines.

I am the first point of contact for our customers so it's vital I deliver an expert, quality-driven service, whilst demonstrating ownership of all queries using various communication methods.

Day-to-day tasks include (but not limited to):

• handling contact from customers effectively and efficiently across different lines of business to ensure their taxes are right.
• providing a first-rate service by telephone, email or webchat.
• speaking to customers on the phone, helping them with their questions or issues.
• taking payments by phone, letter and our online services.
• creating customer records and keeping them up to date.
• using webchat and email to support our customers online.
• acting on customer prompts to capture data and information and making relevant changes to records in line with agreed procedures across the business.
• refer difficult cases to an appropriate senior member of staff, deal with verbal complaints, obtaining full details and passing them to relevant individuals or departments.
• liaise with office staff, where required and most importantly complete all duties within compliance, documented work procedures and data protection legislation.

I have my own caseload of customers who suffered financial loss and/or injury as a result of a road traffic accident.

Using a case management system (Solcase) I progressed my pre-litigated or litigated cases proactively in the best interests of my customers.

Day-to-day tasks include (but not limited to):

• speaking to customers to obtain the facts giving rise to their claim and assess the impact of their injuries.
• consider the relevant law to present the claim to the opponent, where the opponent disputes liability.
• identify material evidence to establish fault on part of the opponent.
• assess the strength of the customers' claim.
• liaise with medical (medico) legal agencies to instruct appropriate medical experts.
• assess medical evidence.
• assess evidence of financial losses to establish the value of the claim.
• prepare legal documents, witness statements and other testimonies.
• negotiate liability and compensation amounts with the opponent's insurer.
• prepare papers for court.
• instruct advocates to attend where the customer is a minor.
• maintain the company service level agreement.
• ensure I am working towards achieving my key performance indicators.

I have my own caseload of customers who suffered financial loss and/or injury as a result of a road traffic accident.

Using a case management system (Solcase) I progressed my pre-litigated or litigated cases proactively in the best interests of my customers.

Day-to-day tasks include (but not limited to):

• speaking to customers to obtain the facts giving rise to their claim and assess the impact of their injuries.
• consider the relevant law to present the claim to the opponent, where the opponent disputes liability.
• identify material evidence to establish fault on part of the opponent.
• assess the strength of the customers' claim.
• liaise with medical (medico) legal agencies to instruct appropriate medical experts.
• assess medical evidence.
• assess evidence of financial losses to establish the value of the claim.
• prepare legal documents, witness statements and other testimonies.
• negotiate liability and compensation amounts with the opponent's insurer.
• prepare papers for court.
• instruct advocates to attend where the customer is a minor.
• maintain the company service level agreement.
• ensure I am working towards achieving my key performance indicators.

I have my own caseload of customers who suffered financial loss and/or injury as a result of a road traffic accident.

Using a case management system (Solcase) I progressed my pre-litigated or litigated cases proactively in the best interests of my customers.

Day-to-day tasks include (but not limited to):

• speaking to customers to obtain the facts giving rise to their claim and assess the impact of their injuries.
• consider the relevant law to present the claim to the opponent, where the opponent disputes liability.
• identify material evidence to establish fault on part of the opponent.
• assess the strength of the customers' claim.
• liaise with medical (medico) legal agencies to instruct appropriate medical experts.
• assess medical evidence.
• assess evidence of financial losses to establish the value of the claim.
• prepare legal documents, witness statements and other testimonies.
• negotiate liability and compensation amounts with the opponent's insurer.
• prepare papers for court.
• instruct advocates to attend where the customer is a minor.
• maintain the company service level agreement.
• ensure I am working towards achieving my key performance indicators.

• Completed clerical and data entry tasks to optimize financial procedures.
• Prepared bi-weekly payroll for 250 employees and maintained all associated files.
• Reconciled accounts and investigated variances.
• Prepared and posted receipts and deposits to facilitate standard bookkeeping.
• Produced reports outlining latest financial information such as expenses, income and outstanding balances.
• Monitored and compiled data and reports to present to leadership.
• Performed banking, business administration and financial tasks to guarantee five-star service for clients.
• Created financial dashboards to provide insights into key performance indicators.

• Helped customers locate products and checked store system for merchandise at other sites.
• Assisted customers with prompt and polite support in-person and via telephone.
• Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
• Established rapport with customers using active listening and interpersonal skills.
• Stocked merchandise, clearly labelling items, and arranging according to size or colour.
• Answered customer questions about products and services, helped locate merchandise, and promoted key items.
• Listened to customer needs and desires to identify and recommend optimal products.
• Managed efficient cash register operations.