Gemma Mcfadzean

This job specifically involved all aspects of Council Tax, from creating accounts, moving address, recovery of Council Tax Debt and setting up arrangements to pay.

I also processed Housing and Council Tax Benefit, now Council Tax Reduction. This was means tested based on the income people held. I was involved in calculating entitlement, administering claims, amending claims and recovering any overpayments incurred.

More recently, we were responsible for processing Crisis Grants for those who found themselves with no money for food or power. I also processed Community Care Grants in which furniture, clothing or household items were awarded. I had responsibility for determining eligibility, calculating entitlement, and awarding them money or items depending on their need.

Generally, the following skill points were met daily;

• Completed day-to-day duties accurately and efficiently.
• Understood and followed oral and written directions.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Identified needs of customers promptly and efficiently.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Assisted with customer requests and answered questions to improve satisfaction.
• Planned and completed group projects, working smoothly with others.
• Worked with cross-functional teams to achieve goals.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Maintained updated knowledge through continuing education and advanced training.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Recognized by management for providing exceptional customer service.
• Collaborated with others to discuss new opportunities.
• Delivered products to customer locations on time.

• Assisted in recruiting and hiring processes by conducting phone screens, scheduling interviews, and completing reference checks.
• Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
• Updated employee database with changes in job title, salary information or contact details.
• Performed administrative tasks related to payroll processing or benefit administration.
• Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
• Monitored timekeeping records for accuracy and completeness.
• Processed paperwork associated with personnel transactions such as promotions or terminations.
• Prepared job postings for open positions on the company website and other job boards.
• Responded to inquiries from current or prospective employees regarding human resources policies or procedures.
• Assisted with planning, organizing and coordinating company events.
• Initialized background checks for potential new hires.
• Posted job announcements and pre-screened applicants to candidates for available positions.
• Filed documents, delivered mail and performed bookkeeping to facilitate office operations of HR department.
• Answered questions regarding salaries, benefits and other pertinent information.
• Gathered personnel records from other departments or employees.