David Roy George Cumming
Ormskirk
Summary
Dedicated administrator with extensive experience in customer-focused administration, case handling, and records management across public sector, financial services, education, pensions, and charity environments. Manages high-volume enquiries, updates confidential records, prepares correspondence, and coordinates follow-up actions to ensure efficient service delivery. Adapts swiftly to new systems and regulations while maintaining prioritised workloads and professional stakeholder support.
Overview
9
9
years of professional experience
Work History
Customer Adviser
HMRC
01.2026 - 08.2026
- Managed high-volume inbound enquiries from taxpayers, updating records, explaining tax-code amendments, arranging refunds, clarifying underpayments, and supporting tax-investigation set-up, ensuring accuracy, confidentiality, and comprehensive case notes.
- Used HMRC systems with Level 2 access to review, update, and maintain taxpayer records accurately, securely, and in line with internal procedures.
- Conducted outbound follow-up calls to clarify findings, confirm next steps, and provide tailored support, achieving clear resolutions for taxpayer queries.
- Operated from home-based call centre, managing inquiries and providing customer support effectively.
- Prepared and issued correspondence and forms, including P60, P800, and P45 documents, ensuring responses aligned with taxpayer queries and maintained up-to-date records.
- Engaged in temporary contract role, supporting operational functions during staffing shortages.
Customer Adviser
Sigma
05.2022 - 09.2022
- Managed inbound credit-card account enquiries, reviewing statements, payments, balance transfers, and account information to ensure accurate record-keeping and compliance with internal procedures.
- Provided customer support from a home-based call centre, addressing inquiries and resolving issues.
- Engaged in a temporary contract, performed various tasks within the role.
Team Leader
HMP0
Liverpool
10.2021 - 02.2022
- Processed passport renewals, verifying application details, updating records, and progressing cases to meet security and procedural standards.
- Passport Office
- Temporary Contract
Administrator, Stage 3 Monitoring Team, and Appeals Team
AQA
06.2021 - 10.2021
- Coordinated communication between schools and associates grading student papers, managing queries and tracking progress to facilitate a smooth revised assessment process.
- Assisted in implementing administration team for revised assessment and grading for GCSE and A Level students during pandemic, ensuring compliance with new protocols.
- Worked under a temporary contract to fulfil project requirements.
Case Officer
Charity Commission
02.2020 - 04.2021
- Processed governing-document requests by reviewing records, redacting sensitive information, and preparing secure copies for confidential distribution.
- Checked accounts, paperwork, and charity status to ensure completeness and accuracy of records prior to case decisions.
- Completed temporary home-based contract for one month, with multiple extensions highlighting adaptability and reliability.
Pension Administrator
Equiniti
09.2019 - 01.2020
- Created defined-benefit illustrations and calculated pensions for BAE 2000 Plan members, ensuring accurate benefits information.
- Processed death claims for BAE 2000 Plan members, ensuring compliance with regulatory requirements and prompt resolution.
- Handled BAE 2000 Plan member queries via email and telephone, providing timely and informative responses.
Pension Administrator
My CSP
04.2019 - 06.2019
- Developed and coordinated administration tasks to ensure timely query resolution and maintain organised workflow for pension member enquiries.
- Responded to Civil Service Pension member queries, facilitating understanding and resolution of issues.
- Completed a temporary contract role
Pension Administrator
Flying Colours Wealth
05.2018 - 03.2019
- Processed defined-benefit and defined-contribution pension applications, ensuring compliance with regulations and client needs.
- Managed service requests, obtained quotations, and consulted with clients to facilitate accurate and efficient application progression.
- Supported adviser and clients with timely assistance across various tasks, enhancing overall client satisfaction.
Investment Administrator
Wealth at Work
05.2017 - 05.2018
- Managed investment administration processes, including new business, ISA transfers, client servicing, fee management, and withdrawal processing to ensure seamless operations.
- Executed trades for securities, stocks, and bonds to maximise investment returns.
- Analysed financial market trends for accurate forecasting and planning.
- Delivered high-quality service by accurately and efficiently handling client requests, contributing to enhanced client satisfaction and retention.
- Recorded buy and sell orders in compliance with company procedures.
Education
Diploma of Higher Education - FPC Qualifications
CII
Liverpool, LIV01-1997
Skills
- HMRC systems
- Records management
- Case management
- Customer service
- Client relations
- Complaint handling
- Organizational proficiency
- Effective communication abilities
- Remote communication
- Detail-oriented mindset
- Client-oriented mindset
- Adaptability
- Positive attitude
Career Knowledge and Qualifications
- Full Financial Planning Certificate — completed 3 February 1997.
- Computer Literacy and Information Technology — completed September 2001.
- Pension Simplification CF9 — completed 4 May 2007.
- CRM system experience, including Reg+ and CERIS — 2020/21.
- Microsoft Dynamics 365 experience — 2021.
Employment Status and Recent Circumstances
From 21 September 2022 to 26 January 2026, I took a planned career break. During this period, I completed online coursework in process improvement and digital transformation, while continuing to follow developments across the administrative sector.
Timeline
Customer Adviser
HMRC
01.2026 - 08.2026
Customer Adviser
Sigma
05.2022 - 09.2022
Team Leader
HMP0
10.2021 - 02.2022
Administrator, Stage 3 Monitoring Team, and Appeals Team
AQA
06.2021 - 10.2021
Case Officer
Charity Commission
02.2020 - 04.2021
Pension Administrator
Equiniti
09.2019 - 01.2020
Pension Administrator
My CSP
04.2019 - 06.2019
Pension Administrator
Flying Colours Wealth
05.2018 - 03.2019
Investment Administrator
Wealth at Work
05.2017 - 05.2018
Diploma of Higher Education - FPC Qualifications
CII