Gavin McCaugherty
Bishop's Cleeve
Summary
I am a very experienced local authority worker and currently specialise in the administration of Council Tax billing and recovery. I have over 21 years experience working within a Council Tax/Customer Service environment.
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work history
Revenues Officer
Cheltenham Borough Council
2015.09 - 2026.02
- Administering Council Tax processes by handling a high volume of customer calls, managing email correspondence, and conducting face-to-face appointments.
- Utilising comprehensive knowledge of Council Tax legislation.
- Managing interactions with challenging customers daily while maintaining professionalism and courtesy.
- Demonstrating a strong work ethic and adaptability to new practices and changing legislation.
Revenues On Demand Officer
Civica
2013.04 - 2015.08
- Delivered on-demand Council Tax services for 7 councils, ensuring timely support and compliance.
- Managed tasks across Council Tax Billing and Council Tax Recovery, contributing to streamlined operations.
- I have a great working knowledge of the Civica Open Revenues, Northgate and Academy operating systems.
- Created my own workload while working out of 3 different offices and maintaining positive relationships with team members.
Customer Services Officer
Gloucester City Council
2012.11 - 2013.03
- Developed working knowledge of housing benefit and council tax benefit while assisting customers at benefits counter, ensuring accurate and efficient service delivery.
- Adhered to council policies and embodied values of the council, contributing to a positive organisational culture and customer experience.
Recovery Officer
Bristow & Sutor
2005.11 - 2012.10
- I initially commenced my employment with Bristow & Sutor as a Counter Assistant, dealing with face to face enquiries.
- After 4 months I took on my next role as an Agreement Negotiator which involved negotiating payment arrangements.
- After 6 months I was promoted and became a Recovery Officer, dealing with complex enquiries by letter, email, telephone and face to face.
- Maintained composure and confidence in challenging situations, effectively managing complex enquiries.
- Trained and developed new starters across various roles, enhancing team capability and service delivery.
Education
A Levels - Economics, English Literature, General Studies
Abbey High School
1997.09 - 1999.07
Skills
- Customer conflict resolution
- Fine attention to detail
- Manage workloads with minimum supervision
- Excellent verbal and written communication skills
- Strong work ethic
Timeline
Revenues Officer
Cheltenham Borough Council
2015.09 - 2026.02
Revenues On Demand Officer
Civica
2013.04 - 2015.08
Customer Services Officer
Gloucester City Council
2012.11 - 2013.03
Recovery Officer
Bristow & Sutor
2005.11 - 2012.10
A Levels - Economics, English Literature, General Studies
Abbey High School
1997.09 - 1999.07