Gemma Warrington
Licensing Officer- Local Authority
Sleaford,Lincolnshire
Summary
Highly motivated, keen to learn, take on new challenges and increase skill set and knowledge. Proactive, experienced in conveying complex information clearly to enhance understanding.
Dedicated, thorough, empathetic, adaptable, solution seeking team player confident in working alone and as part of a team. Experienced in developing solid relationships, with a range of experience in different roles and sectors.
Sound understanding of policy, rules and procedures with exceptional customer service and focus. Firm but fair, and always aiming to provide a high quality service and consistent results.
Overview
22
22
years of professional experience
2
2
years of post-secondary education
Work history
Licensing officer
North Kesteven District Council (NKDC)
Sleaford, Lincolnshire
2020.12 - Current
- Process licensing applications for variety of licensing regimes including alcohol and taxi licensing, street collections, gambling and lotteries, betting shops, scrap metal and temporary event notices.
- Conduct compliance visits on above premise types to ensure compliance under terms of premise and vehicle licences, providing advice to achieve compliance or serving relevant notices, suspensions or warnings.
- Monitor and chase annual fee payments for licensed premises to ensure all are paid in timely manner and suspend any licences with unpaid fees.
- Deal with incoming customer calls, emails, website and portal enquiries, texts, requests for service and visit requests.
- Liaise with licence holders, breweries, tenants, leaseholders, solicitors, representatives, or agents for clients regarding all aspects of licensing.
- Facilitate joint agency working for complex cases with bodies such as Immigration, Police, Trading Standards, Environmental Health, Fire & Rescue, Pub Watch and other local authorities and employers.
- Maintain and update knowledge of relevant legislation and guidance in order to interpret this and implement it correctly.
- Ensure accurate record keeping, exceptional levels of customer care and contact and continued work on building excellent working relationships and rapport.
- Work as both part of team, as well as alone and using own initiative to make decisions and provide multiple services under time constraints, deadlines and to provide clear, factual pragmatic solution orientated advice.
- Manage individual and cross team projects and ensure procedures are followed as well as being able to adapt to changing information as it's received.
- Effectively prioritise and manage daily work and caseload and ensure compliance actions are met in full or further enforcement action is triggered once all other options have been explored.
- Aim to diffuse difficult and highly emotional situations and resolve conflict to achieve best outcome for all involved.
Housing Options Officer
North Kesteven District Council (NKDC)
Sleaford, Lincolnshire
2013.12 - 2020.12
- Processing of housing applications, and dealing with domestic abuse, homelessness and child protection meetings liaising with relevant professionals working with families, from medical, school, family and early help workers, social workers, police, youth workers and other family members (sometimes estranged).
- Processing of bids on housing register and allocation of social housing based on priority levels.
- Assessing affordability for housing, assisting with obtaining furniture and relevant services required for each individual.
- Managing large case load of applicants from initial contact right through to moving home, managing tenancy, financial services, referrals to relevant services and signposting.
- Assisting with private rented accommodation, obtaining grants if eligible, benefits, medical assessments, transport, refuge accommodation, temporary homelessness units and supported accommodation.
- Mediating between families who are asking relatives to leave their homes, speaking with GPs for medical information, and evidencing priority need for individual to determine what entitlement to services.
- Liaising with local Councillors, MPs, advocates and language line to assist with ongoing cases and complaints or those with communication difficulties.
Customer Services Advisor
North Kesteven District Council (NKDC)
Sleaford, Lincolnshire
2012.10 - 2013.11
- Dealing with incoming calls, emails, walk ins to reception, website, postal and portal contacts to council.
- Assessing key information for request and which teams across council would be best placed to provide advice.
- Completing requests for service such as missed bins, requests for advice and signposting accordingly.
- Dealing with complaints, compliments, feedback, taking payments and accurately recording information provided during contact.
- Requesting call backs from correct service areas and ensuring all relevant information is taken to assist with enquiries.
Individual Voluntary Arrangement (IVA) Caseworker
PayPlan
Grantham, Lincolnshire
2011.07 - 2012.10
- Providing advice on Individual Voluntary Arrangements (IVAs) five year fixed financial agreements whereby debt is spread between creditors and much lower total of original debt is paid back.
- Completing applications, financial assessments and budgets, gathering all relevant client information.
- Managing day to day administration of IVA, being contact point between client and Insolvency Practitioner.
- Dealing with lenders and creditors on behalf of client as well as monitoring their progress throughout agreement.
- Conduct yearly reviews and assessments and significant life changes.
- Ensuring legal terms of agreement are met in full at all times for both parties.
Customer Service Colleague
Sainsbury's (and previously Somerfield)
Sleaford, Lincolnshire
2004.09 - 2011.07
- Customer service desk and cigarette kiosk as well as checkout work.
- Payments, refunds and cash handling
- Processing refunds, dealing with complaints, stock replenishment, newspapers.
- Taking external phone calls, age restricted sales. Serving customers, packing assistance, dealing with vulnerable and physically and mentally impaired customers
Education
A-Levels - Business Studies, Health & Social Care and English Language
Kesteven & Sleaford Girls High School
Sleaford 2005.09 - 2007.07
GCSEs - IT, Double Science, Food Tech, English Lang & Lit, Maths, RE, French, Bus Studies, Expressive Arts
Kesteven & Sleaford Girls High School
Sleaford 2000.09 - 2005.07
Skills
- Conscientious
- Meticulous attention to detail
- Honest and trustworthy
- Ambitious, motivated and willing to learn
- Reliable
- Strong team work skills
- Good communication skills
- Customer service focused
Affiliations
- Re-selling unused items on Vinted, long walks in nature, travelling, beach visits and anything dog and coffee related!
References
References available upon request.
Timeline
Licensing officer
North Kesteven District Council (NKDC)
2020.12 - Current
Housing Options Officer
North Kesteven District Council (NKDC)
2013.12 - 2020.12
Customer Services Advisor
North Kesteven District Council (NKDC)
2012.10 - 2013.11
Individual Voluntary Arrangement (IVA) Caseworker
PayPlan
2011.07 - 2012.10
A-Levels - Business Studies, Health & Social Care and English Language
Kesteven & Sleaford Girls High School
2005.09 - 2007.07
Customer Service Colleague
Sainsbury's (and previously Somerfield)
2004.09 - 2011.07
GCSEs - IT, Double Science, Food Tech, English Lang & Lit, Maths, RE, French, Bus Studies, Expressive Arts
Kesteven & Sleaford Girls High School
2000.09 - 2005.07