CHARLOTTE ENDICOTT
Edinburgh
Summary
Hard-working, friendly individual seeking new opportunities in business administration. Confident working independently and as part of a team, with extensive customer service and banking/tax admin experience. Happy working in office or from home, and motivated to learn new skills and develop career further.
Overview
9
9
years of professional experience
Work History
Tax Operations Administrator
Revenue Scotland
02.2025 - Current
- Handle confidential documents with discretion, ensuring compliance with data protection regulations.
- Handle incoming calls and emails, providing prompt responses and guidance, or directing queries to appropriate departments.
- Preparing and sending of 3-yearly review reminder letters to taxpayers within their deadline, ensuring accuracy of client details.
- Managing workload and competing priorities, alongside taking calls on a service desk.
- Actively listen to taxpayers to fully understand requests and address concerns.
- Picking up additional tasks to aid team success.
Admin Assistant
Lloyds Banking Group
Edinburgh
02.2022 - 02.2025
- Started as customer service assistant on phone lines - requiring good listening skills and an attentive attitude
- Assisted with completion and processing of mandate and change of address forms
- Worked various processes of amending details of multi-million-pound businesses, including changing account access and sending out new cards
- Also aided with general office admin requirements - printing, filing etc.
- Each area of my role required a high level of accuracy and awareness of GDPR
- Fast-paced environment with strict deadlines needing met
- Hybrid working
- Answered requests from clients and partners clearing and forwarding services via various channels and platforms.
- Collaborated with team members to achieve target results.
- Achieved service time and quality targets.
- Engaged with customers to better understand needs and deliver excellent service..
- Actively listened to customers to fully understand requests and address concerns.
Customer Service Assistant
Sainsbury's
Edinburgh
10.2017 - 09.2021
- Trained on checkouts, self-scan, smart shop, petrol station - requiring a versatile work ethic
- Also acted as checkouts 'runner' - essentially a supervisor assisting with any issues, managing queues, and ensuring staff get their assigned breaks - strong time managements skills were a must
- Worked on the customer service desk for 3 years, dealing with a variety of customer complaints and enquiries - an attentive, understanding attitude was needed for some more heated/sensitive issues
Education
Travel and Tourism - Level 5 -
Edinburgh College
Edinburgh06-2018
Royal High School
Edinburgh06-2017
Skills
- Customer service and support including active listening
- Clear communication over phone and email
- Efficient in Microsoft Office including Excel, Word and Outlook
- Admin accuracy
- GDPR awareness and compliance
- Office administration including printing, filing and sending mail
- Customer relationship management
- Document management eg eRDM
- Task prioritization and deadline management
Timeline
Tax Operations Administrator
Revenue Scotland
02.2025 - Current
Admin Assistant
Lloyds Banking Group
02.2022 - 02.2025
Customer Service Assistant
Sainsbury's
10.2017 - 09.2021
Travel and Tourism - Level 5 -
Edinburgh College
Royal High School