Augustine Amayo
Manchester
Summary
Detail oriented finance and compliance professional with extensive experience in pensions administration, general administration, and customer service. Skilled in processing applications, eligibility assessments, payment management, and compliance monitoring, while maintaining accurate records and managing data efficiently. Proficient in analysing financial and operational information, resolving discrepancies, and supporting risk and governance frameworks. Provides clear guidance to clients and stakeholders, ensuring efficient workflows and high quality service delivery.
Overview
8
8
years of professional experience
Work History
Case Worker Administrator
Brook Street - HMRC
Manchester
10.2025 - 04.2026
- Processing Applications – Receive and process new or updated Child Benefit claims accurately.
- Verification of Information – Check supporting documents (birth certificates, National Insurance numbers, passports) to confirm eligibility.
- Eligibility Assessment – Determine if claimants meet criteria for Child Benefit, including residency and income rules.
- Payment Management – Ensure that payments are calculated correctly and issued on time.
- Record Maintenance – Keep accurate and up-to-date records of all claims, communications, and payment histories.
- Communication with Claimants – Respond to queries by phone, email, or letter and provide clear guidance on claims.
- Investigating Discrepancies – Identify and resolve inconsistencies or potential errors in claims.
- Compliance Monitoring – Ensure that claims comply with HMRC rules, flagging fraudulent or suspicious applications.
- Liaison with Other Departments – Coordinate with payroll, tax, or benefits teams when necessary for accurate assessment.
- Updating Claim Information – Record changes in claimant circumstances, such as changes in custody, address, or household income.
- Advising on Overpayments/Recoveries – Notify claimants of overpayments and arrange repayment plans if required.
- Reporting & Documentation – Prepare reports for management on workload, payment trends, and case outcomes.
Managing Director
Waze Ltd (Cubes by Chefstin)
Manchester
01.2024 - 11.2025
- Managed end to end administrative and financial operations, ensuring accuracy in data handling, record keeping, and reporting.
- Maintained compliance with applicable regulations and internal policies, supporting strong governance and control frameworks.
- Supported pension related administrative processes, including handling contributions, maintaining member records, and processing updates accurately.
- Analysed financial and operational data to identify discrepancies, risks, and areas for process improvement.
- Handled client and stakeholder queries, providing clear and professional support on administrative and financial matters.
- Implemented structured administrative processes to improve workflow efficiency and ensure consistent, compliant service delivery.
- Monitored and reviewed financial and operational reports to support informed decision-making. Led, trained, and supervised a team of 15 staff, ensuring adherence to policies, procedures, and performance standards.
- Supported audit and risk management processes by maintaining accurate documentation and ensuring operational transparency.
Pension Officer
Lambeth Council (LGPS)
London
08.2022 - 05.2023
- Administered pensions and pension payroll, ensuring accurate processing and compliance with relevant legislation, scheme rules, and terms of service.
- Produced statistical reports and management information to support decision making and operational oversight.
- Delivered excellent customer service by handling enquiries via phone, email, correspondence, and in-person, providing clear guidance and support.
- Processed new starters into pension schemes, ensuring accurate setup and timely communication with stakeholders.
- Maintained comprehensive and accurate records throughout the employee life cycle, safeguarding sensitive data in line with data protection standards.
- Managed transfers in and out of schemes (interfund and non-interfund), maintaining compliance with regulations and internal policies.
- Monitored and mitigated risks by ensuring adherence to pension legislation, internal controls, and scheme governance requirements.
- Collaborated with internal teams and external stakeholders to resolve issues, streamline processes, and enhance service delivery.
Pensions Administrator
Local Pensions Partnership (LLP)
Preston
12.2021 - 07.2022
- Delivered high levels of customer satisfaction by providing clear updates, explanations, and guidance on pension decisions and actions taken.
- Conducted detailed revaluation interviews with benefit recipients to accurately determine eligibility for ongoing benefits.
- Produced Annual Benefit Statements and related pension documentation with meticulous attention to detail, minimising errors.
- Performed complex pension benefit calculations and communicated findings promptly to clients.
- Processed contributions, transfers, retirements, commutations, and combining of benefits efficiently, meeting service targets and deadlines.
- Liaised with customers, employers, and local government councils (Lancashire, Cumbria, Hertfordshire, London) to obtain required information for pension casework.
- Maintained confidentiality and data security, ensuring sensitive client information was handled in accordance with policies and guidelines.
- Maintaining information security, dealing appropriately with sensitive and confidential information/data within service protocol/guidelines
- Collaborated with internal teams to update and secure customer data while advising clients on policy, fund, and benefit details.
Pensions Project Analyst
Equiniti Group PLC
Stafford, Staffordshire
01.2020 - 11.2021
- Conducted audits across project lifecycles to ensure compliance with regulatory standards and internal governance frameworks.
- Coordinated project workflows, monitored progress, and escalated risks/issues to management to ensure timely delivery.
- Receiving and handling internal and external telephone queries and where applicable becoming first point of contact for clients.
- Updated and maintained pensions administration systems, ensuring data integrity and accuracy across all records.
- Performing and issuing pension calculations (payroll and international payments)
- Managed client and stakeholder communications, handling queries and complaints via calls, emails, and written correspondence to a high standard.
- Collaborated with cross-functional teams to develop project plans, track performance, and deliver progress reports to senior stakeholders.
Customer Support Specialist
Sony
London
08.2018 - 01.2020
- Delivered high-quality customer support for Sony Interactive Entertainment, handling enquiries via phone, email, and chat within strict SLA and KPI targets.
- Providing excellent customer service to respond to a wide range of incoming and outgoing customer telephone and email enquiries.
- Delivered high-quality customer support for Sony Interactive Entertainment, handling enquiries via phone, email, and chat within strict SLA and KPI targets.
- Provided technical assistance for PlayStation products and services, including troubleshooting hardware, software, and connectivity issues.
Used effective questioning and active listening to diagnose customer issues and deliver accurate, first-time resolutions. - Managed customer accounts, supporting with login issues, password resets, account access, and general account maintenance.
- Maintained accurate records by updating CRM systems with detailed notes on customer interactions and technical cases.
- Resolved complaints professionally, ensuring clear communication and high levels of customer satisfaction.
- Escalated complex technical issues to specialist teams, ensuring timely follow-up and resolution.
- Processed orders, coordinated repairs/replacements, and supported administrative tasks to ensure smooth customer service operations.
Education
Bachelor of Science - Business Administration
University of Benin
Benin City, Nigeria01.2007
Skills
- Compliance with finance laws
- Problem-solving capabilities
- Data entry proficiency
- Knowledge of Microsoft Office
- Organisational skills
- Attention to detail
- Time management expertise
- Communication skills
- Knowledge of HMRC policies
- Customer service expertise
- Application processing
- Compliance monitoring
- Payment management
- Eligibility assessment
References
Available upon request.
Timeline
Case Worker Administrator
Brook Street - HMRC
10.2025 - 04.2026
Managing Director
Waze Ltd (Cubes by Chefstin)
01.2024 - 11.2025
Pension Officer
Lambeth Council (LGPS)
08.2022 - 05.2023
Pensions Administrator
Local Pensions Partnership (LLP)
12.2021 - 07.2022
Pensions Project Analyst
Equiniti Group PLC
01.2020 - 11.2021
Customer Support Specialist
Sony
08.2018 - 01.2020
Bachelor of Science - Business Administration
University of Benin