Christopher Mckimmie
Dundee
Summary
Customer Service Specialist with extensive experience in high-volume digital environments, including HMRC, DWP, and Social Security Scotland. Proven ability to manage complex inquiries and a caseload exceeding 300 customers, consistently achieving high-quality service outcomes. Skilled in simplifying technical and legislative information for diverse audiences, ensuring accessibility for all customers. Adaptable and proficient in multi-channel communication, effectively resolving issues while meeting performance KPIs with professionalism and empathy.
Overview
11
11
years of professional experience
Work history
Local Delivery Booking Adviser
Social Security Scotland
Dundee, Dundee City
10.2022 - 01.2026
- Managed high-volume appointment bookings for Local Delivery service, ensuring accurate client information for seamless consultations.
- Provided exceptional support across phone, email, MS Teams, and in-person channels, adapting communication styles to diverse client needs.
- Maintained strict confidentiality and data protection standards (GDPR) while ensuring 100% accuracy in sensitive documentation using eRDM and Microsoft Office.
- Resolved complex client enquiries and complaints through effective de-escalation techniques in high-pressure situations.
- Contributed to People Engagement and Carer Support working groups, influencing internal policies to enhance staff well-being.
- Balanced remote and office-based work efficiently, meeting all service-level agreements in fast-paced environment.
DWP UC Case Manager
Department for Work and Pensions
Dundee, Dundee City
03.2020 - 10.2022
- Maintained high accuracy in payment processing through rigorous evidence checks to prevent fraud and error.
- Achieved performance targets consistently while adhering to DWP policies and Civil Service Code of Conduct.
- Optimised digital systems (UCFS) for tracking claimant progress and managing high-priority tasks effectively.
- Delivered tailored coaching sessions to assist claimants with job-searching and skills development for sustainable employment.
- Managed claimant 'Work Plans' through person-centred approach, motivating engagement and clarifying rights.
- Facilitated multi-channel communication, providing clear advice to diverse range of claimants.
Customer Services Advisor
HMRC
Dundee, Dundee City
06.2015 - 03.2020
- Managed complex debt cases, negotiating sustainable payment plans while adhering to HMRC policies.
- Resolved intricate tax enquiries by navigating various codes and legislative frameworks.
- Maintained centralised customer records, ensuring GDPR compliance and confidentiality standards.
- Acted as primary contact for high volume of inbound enquiries, resolving issues at first point of contact.
- Translated complex legislation into clear advice, aiding customers in understanding obligations and digital tools.
- Spearheaded training and mentoring of new staff, delivering coaching to uphold service delivery standards.
Education
SVQ Highers - Painting And Decorating
Dundee & Angus College
Arbroath06.2005
Skills
Communication and customer advocacy Multi-channel support Accuracy and compliance
- Jargon translation
- Active listening
- De-escalation techniques
- Written communication proficiency
- System adaptability
- Digital inclusion coaching
- Remote working productivity
- Caseload management
- Performance delivery
- Data integrity management
- Peer mentoring
- Stakeholder collaboration
Affiliations
- Family life is a big part of who I am as a parent of three. I coach my daughter’s 2016s football team at Dundee West and enjoy staying active through cycling and playing football. I also like board games and video games.
References
References available upon request.
Timeline
Local Delivery Booking Adviser
Social Security Scotland
10.2022 - 01.2026
DWP UC Case Manager
Department for Work and Pensions
03.2020 - 10.2022
Customer Services Advisor
HMRC
06.2015 - 03.2020
SVQ Highers - Painting And Decorating
Dundee & Angus College