Jessica Butler

• Preparing comprehensive reports for senior management on debt recovery progress.
• Reduced default portfolio by managing debt recovery strategies.
• Checking Council Tax accounts and issuing refunds, exemptions, discounts.
• Setting up special arrangements/payment plans for Council Tax customers that have received a Summons, Final Notice or being summoned to court.
• Dealing with a high volume of admin work including application forms for discount and exemptions.
• Responding to complaint that have come through this could be over the phone, face to face or email.
• Delivering exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
• Negotiated customer repayment plans, consistently maximising early payments to reduce debt recovery time.

• Answering Council Tax and Housing calls, assisting customers with their enquiries.

• Answering and responding to Housing complaints to a stage 1 complaint

• Checking Council Tax accounts and issuing refunds, exemptions, discount etc.

• Setting up special arrangements/payment plans for Council Tax customers that have received a Summons or Final Notice.

• Processing the Tell us once and death lists.

• Responsible for weekly rota including scheduling breaks, lunch hours, annual Leave and admin time to make sure there is cover for the remaining team.

• Responsible for ensuring team cover and KPI's achieved. Actively take calls on relevant subject areas and support staff with queries. Triage complaints from staff to reduce Stage 1 complaints being logged.

• Being on Front Of House, having face to face communication with the public that come into the Council.

• Responsible for representing the relevant team and supporting Service Champions at other Service Area team meetings.

• Responsible for implementing any new procedures which come out of Service Area requests.

• Answering emails from all the General Enquiries, Council Tax and Housing inboxes.

• I had a duty to look after my own customers and providing them with a daily report as to where their shipment was, if it was on hold I would advise what was needed to have the shipment released from customs to get it moving through the network to its final destination.
• Took incoming calls as well as outgoing to and from companies, answering any questions or issues they had.
• Calling different countries if there was a shipment on hold for various reason and seeing what was needed to have it delivered.
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• I used Northgate PP Software - inputting planning application, enquiries and complaints, close properties when required.
• Responsible for the main inbox to the department and filtered out emails accordingly.
• Distributed the daily post via the IDOX software to relevant officers for allocation, file cheques into the cheque book.
• Issue, sent chase letters and suspend Alcohol licences for annual fee payments.
• Checked broken links on the Website.
• Attended communications meetings on a regular basis.

• Responded promptly and effectively to emergencies using established protocols.
• Handled sensitive information with discretion and professionalism.

• Scanning tenancy files into a secured data base.
• Assist contractors that come to work at the building.
• Opening daily post and sending the letter to the right department and filed cheques.
• Enhanced office efficiency by managing and organising the day-to-day administrative duties.
• Handled confidential documents with utmost care; ensured data security at all times.

• Greeting customers face to face
• Receiving deliveries and putting them out and making sure the stock was all correct.
• Cashing up the days take-ins and ensuring the correct float is left for the next day.
• Checking the till at the end of each day, making sure it is not over or under.

• Check and correcting errors on students school applications
• Booking births,death and marriage appointments.
• Filling completed application form in alphabetical order.
• Listened to voicemails from customers and calling then back.
• Took telephone calls from customers for various council issues
• opened and distributed the morning post, updated the council's website.