Danielle Park

Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments

Dependable Administrative Officer with 22 years of experience establishing smooth-running office processes. Accurately and efficiently manages large data sets. Specialises in customer service delivery.

June 2018 to present - Compliance Caseworker working on The FIS Securities project, Customer Compliance Group, HMRC: Duties as a caseworker on the Securities project involve dealing with business owners, partnerships & sole traders who aren’t paying their VAT and/or PAYE liabilities to encourage them to become and remain compliant. Achieving this by communicating effectively both verbally and in writing with them, advising them of what is needed to become compliant. Using the information, provided, advising them of what is the best option for them and if unable to pay the debt, advising them on the process of contacting the debt management department to discuss a payment plan for the arrears.

Often faced with dealing with some of the UKs most vulnerable taxpayers, it is important to use emotional intelligence when speaking to each taxpayer, listening out for signs the customer could require extra support during the compliance check. If establishing that this may be the case, working with them, putting in place adjustments that will help make the compliance check easier for them to deal with. Taking ownership of these cases doing so because it can help put a vulnerable person at ease to have the consistency of one caseworker and if a rapport can be with a caseworker.

Duties also include working with internal and external stakeholders to progress cases where customers are not showing any signs of becoming compliant. Providing witness statements of conversations had with taxpayers for the CPS when HMRC take legal action against them because of their non-compliant behaviour and continued risk to the revenue. Sometimes appearance in court to provide the evidence in person is required.

November 2021 to May 2022 - Compliance Caseworker working on the FIS Securities project, Customer Compliance Group, HMRC: Successful in a temporary promotion to O band caseworker on the project. Tasked with helping the substantive O bands in recovery at opening stage of the project as there was a backlog of unopened cases, which in turn was influencing the work state at other stages of the process. Duties were to use all available HMRC systems and external systems such as Companies House, Facebook, Google, etc to build an accurate and up to date record of a business’s compliance behaviour and decide whether the risk posed was suitable for Securities action. Issuing a letter to the business to advise them that a compliance check has been opened due to VAT and/or PAYE arrears and if the arrears aren’t addressed, HMRC can issue a legal letter advising that the company must provide a security deposit for the unpaid tax.

April 2020 to June 2020 - JRS Helpline, Customer Compliance Group, HMRC: At the beginning of the Covid 19 pandemic the Securities project was paused and there was a secondment to the JRS helpline. Duties included taking inbound calls from business owners and establishing their eligibility to the JRS scheme and then processing their application, ensuring the financial help needed was received.

March 2020 to April 2020 - Covid 19 Deferment Helpline, Customer Compliance Group, HMRC: When work was paused on the Securities project at the beginning of the pandemic, secondment was initially to the Covid 19 deferment helpline. Duties included taking inbound calls from taxpayers who were experiencing financial difficulty due to the lockdown and wished to defer their VAT, Corporation Tax and/or Self-Assessment. Taking their details and completing an e-form which was sent to a specialised team to process and ensure the tax was deferred.

September 2017 to March 2020 - Member of Charity Committee, Customer Compliance Group, HMRC: Volunteered to be part of the charity committee to help to organise and hold events in the workplace to raise money for local charities. A yearly fundraiser for BBCs Children in Need was also part of the duty of a charity committee member. Sadly, due to the pandemic, the charity committee ceased and since returning to the office, the chairperson has decided to cease it completely.

November 2017 to June 2018 - Compliance Caseworker working on the Higher Income Child Benefit Charge (HICBC), Customer Compliance Group, HMRC: Duties included using data provided by the Child Benefit Office and taxpayer information held on HMRC systems to determine whether taxpayers have claimed child benefit when not eligible or, have claimed too much due to their earnings and were liable to repay this to HMRC. Updating taxpayers Self-Assessment submissions for the relevant tax year that the charge would be applied, so that this would reflect their self-assessment statement for that tax year. Issuing a letter to them advising of the charge. Taking calls from taxpayers who wished to discuss the charge and where appropriate, waived the charge & corrected self-assessment records where evidence could be provided to prove the taxpayer wasn’t eligible for the charge. Escalating any customer complaints that were made.

January 2016 to November 2017 - Compliance Caseworker working on the VAT Missing Returns project, Customer Compliance Group, HMRC: Duties included analysing HMRC systems and relevant external systems to establish the compliance behaviour of businesses who were not submitting their VAT returns and were instead just paying the assessment (estimate) that is raised by the system if a return doesn’t come in. Once investigations were complete and it was evident that the business was still trading and eligible to pay VAT, a letter would be issued advising a compliance check would be opened and requesting that all missing VAT returns are submitted. As well as writing to the trader, liaising via telephone calls was also part of the process, in a bid to encourage submission of outstanding VAT returns and to ensure going forward these were submitted on time.

Once returns were submitted if the amount of the return was higher than the assessment that the trader had paid, another letter would be issued asking if there were any reasonable excuses for paying the assessment rather than submitting the VAT return and paying that. If a response was received, guidance would be checked to confirm whether the reason given was considered a reasonable excuse or not. If the excuse was not considered a reasonable excuse, calculation of a penalty was required, recording this penalty onto the HMRC penalty database, a penalty notice would then be issued to the company.

November 2014 to January 2016 - Compliance Caseworker working on the Higher Income Child Benefit Charge (HICBC), Customer Compliance Group, HMRC: Duties included using data provided by the Child Benefit Office and taxpayer information held on HMRC systems to determine whether taxpayers have claimed child benefit when not eligible or, have claimed too much due to their earnings and were liable to repay this to HMRC. Updating taxpayers Self-Assessment submissions for the relevant tax year that the charge would be applied, so that this would reflect their self-assessment statement for that tax year. Issuing a letter to them advising of the charge. Taking calls from taxpayers who wished to discuss the charge and where appropriate, waived the charge & corrected self-assessment records where evidence could be provided to prove the taxpayer wasn’t eligible for the charge. Escalating any customer complaints that were made.

January 2013 to November 2014 - Caseworker working on Employer Overpayments, National Insurance Contributions and Employer Office, HMRC: Duties were to investigate whether a company’s tax repayment claim was genuine or fraudulent. Doing this by analysing the tax affairs of the company on the relevant HMRC systems and determining if the refund could be given or not. This would often require calls to the directors of the company to gather further information to process their claim as accurately and as quickly as possible. Once it was established that a refund could be given, completion of the refund form and creation of the payable amount on the company’s tax record was required, before passing the refund papers to the finance officers to review and release.

Dealing with incoming complaints via telephone and calling back businesses who had emailed or sent letter of complaint, to try and resolve their complaint and restore their confidence in HMRC.

June 2007 to January 2013 - Caseworker working on the Merge Team, National Insurance Contributions and Employers Office, HMRC: Duties were to trace the correct National Insurance Numbers of taxpayers who were using temporary National Insurance Numbers for a variety of different reasons. Once the correct National Insurance Number had been traced, checks would be carried out on an HMRC system that held employment records, under their temporary National Insurance Number(s) and merge the employment record from their temporary NI number to their correct NI number. Sometimes this meant issuing new tax codes as due to having several employment records under different NI numbers, it had meant if a person was working multiple jobs, the correct tax code hadn't been applied.

Taking incoming calls from customers, answering their queries on their new tax codes and different National Insurance numbers.

April 2003 to June 2007 - Caseworker working in Employer Group, National Insurance Office, HMRC: Duties included dealing with customer queries received via letters and telephone calls, advising them of the correct national insurance to pay. Analysing P14s submitted by employers where an error had been detected, correcting this error and then processing employer and/or employee refunds if relevant or if a underpayment was found, advising the employer of this and requesting payment.

Investigating accounts where National Insurance contributions had been incorrectly posted and traced the correct accounts where the contributions should have been posted to and then arranged for the contributions to be credited to the correct account.

October 2000 to April 2003 - Administrative Assistant, National Insurance Contributions and Employers Office, HMRC (formally Inland Revenue until April 2005): Duties included supporting the caseworkers by linking up customer letters with the on-hand files and passing them to the relevant caseworker to deal with. Performing ADHOC duties for such as photocopying and taking letters to the post room to be sent out.

Taking messages on incoming calls and arranging call backs with caseworkers by completing a call back sheet and passing it to the relevant team member to deal with. Issuing Age Exemption Certificates to people who had reached pensionable age and still wanted to work but were no longer liable to pay National Insurance Contributions.

Setting up files for new queries where there was no previous on hand file to link a letter to and ensured it was passed to the correct caseworker to deal with.

October 1997 to August 2000, Shop Assistant, Shelley News and Cards: Working as a shop assistant on a Saturday and during the school/6th Form holidays in a newsagent and card shop. Duties included serving customers in a polite & professional manner, stocking the shelves, cashing up at the end of the day and in later years, being entrusted to open and close the shop on alone.

Demonstrating excellent customer service and with a caring nature, was often tasked with assisting some of the vulnerable customers. One of which was a young disabled man who would come in to purchase cards for friends and family’s birthdays. Unable to read or write, help was required when picking cards and also in written in writing them out.

NCFE CACHE Level 2 Certificate in Understanding Children and Young People's Mental Health