Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic

Charles Madden

Tamworth

Summary

I am a successful Customer Service advisor with over 4 years of experience addressing customer requests and concerns. Also being an expert at providing relevant information and options to successfully resolve issues.

I am comfortable handling difficult situations and customer queries whilst being proactive and flexible under pressure to achieve tasks accurately within deadlines.

I learn quickly to build skills and competencies, aiding team growth and driving the teams success.

I am organized and dependable candidate successful at managing multiple priorities with a positive attitude. I have willingness to take on added responsibilities to meet goals.

I also have the skills in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.

Overview

5
5
years of professional experience

Work History

Customer Service Advisor

HMRC
06.2018 - Current
  • Working at HMRC within many different areas within Stamp Duty, majority within the customer service side of Tax
  • Providing support for customer on the SDLT Helpline and working post through our Digital Mail Service
  • Receiving training on multiple areas withing Stamp Duty. Including: ATED , SDLT , HRAD , TRUST
  • Day to day activities include; handling difficult and complex calls relating to SDLT tax, this can sometimes include handling complaints, raising referrals and helping vulnerable customers. Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Processing queries via post, reading and responding to customers post using excel/word to send correspondence, this can also cover making final decisions on a customers penalty appeals and accessing secure records to amend tax figures in line with HMRC guidance and legislation.

Education

A - Levels -

Bishop Walsh Catholic Secondary School
Birmingham, BIR
01.2018

GCSEs -

Bishop Walsh Secondary School
Birmingham
06.2015

Skills

  • I am extremely experienced in customer service having gained this through 4 years of working on stamp duty helpline which I am always striving to deliver great customer service, not only through words but also actions
  • I am comfortable with all Microsoft applications and use them on a daily basis, including excel and outlook Having have daily use of a tailored CRM systems, and can adapt with ease and efficiency when needed
  • I have in-depth knowledge of Tax areas within HMRC and have consistently shown I can work within Civil Service behaviours and values
  • I have a fine eye for detail and have influenced guidance and work processes multiple times across the last few years leading to real change, saving HMRC time and cost

Hobbies and Interests

I am very health and fitness orientated, I attend the gym every day and view it as a necessary activity for my health and wellbeing. I also play football on a weekly basis and enjoy watching it as well. I enjoy most outdoor activities especially mountain biking, fishing, and wild camping.

Timeline

Customer Service Advisor

HMRC
06.2018 - Current

A - Levels -

Bishop Walsh Catholic Secondary School

GCSEs -

Bishop Walsh Secondary School

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Charles Madden