Julliane McLean

• Working as part of the fuel and safety team; receiving incoming calls from tenants/clients and booking jobs unto active H in-housesystem
• Calling customers to confirm or amend bookings, photocopying, data entry, scanning and updating records unto spreadsheet
• Opening posts and dealing with any emails or voice messages
• Ensuring electronic and paper filing is kept up to date on a daily basis
• Assist fuel safety team and managers coordinate fuel and safety certificates.

• Receiving customer enquires daily predominately via telephone, email and Skype internal and external to collect hazardous waste from theirpremise
• To offer excellent customer care to members of the public in assisting them to dispose of their waste into appropriate waste streamssafely and effectively
• To answer, log and resolve all inbound enquiries (verbal and written) to the depot promptly and professionally,introducing new or improved services to new and existing customers where appropriate
• Initiate, maintain and review all customer data on the appropriate systems ensuring customer requests are communicated effectivelywithin the depot
• Ensuring that current waste disposal/handling/transportation legislation is complied with and the first point of contact for customers
• Maintain detailed log of the depot's customer gains; submit quotations and draw up contracts using a pre-defined depot pricing matrix

Assisting in delivering high quality customer's rent and service charge data , including service charges estimate income reporting and queries to support related to production queries.

Working within a team using Microsoft Dynamics , Excel, Active H and CRM which help to develop effective relationship to ensure customer's rent and services charges, including communicating rent and services charges review, key cost and service information to develop the services.

Processing invoices queries for Manco and other service , working off emails to dealt the customer and companies queries on services charges breakdown on timely manner.

Working cohesively within the team maintaining Bromford's database of customer charges , including using system processing , completion of reconciliation for costs incurred and charges raised for tenants.

Delivering effectiveness for cyclical activities , including continuous support on rent and service charge reviews and ensuring financial information delivered concise and transaction post and methods of data manipulation are dealt with using administering customer charges across the organization.

• Answering inbound calls for the first stage of recovery relating to Council Tax, Business Rate, Energy Rebate and Housing
• Benefits
• Providing Proactive responses to domestic and business customers, clients gigging them sound advice to meet theirneeds
• Assisting and supporting customers regarding their financial and housing problems and other council tax-related issues
• Supporting customers in giving financial independence advice for sustainable accommodations
• Updating council tax Domestic and business rate accounts, setting direct debit, arranging a payment plan, closing and amendingaccounts.

• To provide an efficient response for residents of Sefton Council by email, complex correspondence and telephone
• Creating and openingaccount (CHOR) change of responsibility for new tenant/owner/leasehold using Northgate and Civica W2
• Undergo the process of Council
• Tax Banding amendment for old and new properties, liaise with council tax enforcement officer, agents and valuation officer
• Checking closed accounts using Call credit to trace final debt on account, assist with enforcement of all outstanding debt in accordance withrecovery timetables from collection and recovery manager
• Issuing credit and transfer once an account has been final billed and transfer credit to an active account
• Creating discounts for SMI (Severely Mentally impaired customers), Disabled customers, care leavers, Empty Properties and Student Discountsonce investigation and evidence have been granted
• Maintaining the legislation of council tax, housing benefit, council tax reduction scheme and
• Universal Credit determining and processing of application relief and investigate searches and companies House, Probate Proceeding and Land
• Registry
• Contact Tracer

• NHS Track and Trace)
• This job includes the first point of contact covid case assigned to the user in the Contact Management System (CMS) contact tracing calls to make welfare checks, signposting people to available support and gathering local intelligence to inform Solihull's response to the management of COVID working to local protocols and procedures
• As a contact Tracer, the job entails assessment of the covid case by calling patients who have just received a positive COVID -19 test from LFT or PCR results (i.e
• The people who have just received a positive lab result) for local contact tracing
• Undertake case interviews and perform an initial public health risk assessment of COVID-19 cases identified for contact tracing in line with the contact tracing and management protocol and further protocols or guidance as indicated (45-60 mins)
• Ensure the timely and accurate recording of information from those interviews using systems provided by NHS contact tracer systems
• Provide clinical advice to cases and their contacts as directed by protocols and procedures and scripts
• E.g
• Education cell to provide calls to schools if parents are unable to bring children to school arrange school transport through pupil premium with the educational sector
• Escalate and refer challenging or complex cases or incidents and outbreaks of COVID-19 to the

• Working within the Revenue Protection team alongside contractors, engineers, suppliers, police and the public
• This role entails working off emails,which have been raised mainly from the dispatch incident room using the database to raise emergency jobs and non-emergency jobs—answeringthe phone from suppliers, police, fire brigade, letting agency and the public when emergency safety concerns has arisen
• Our job as a duty of care isto raise the variety of CAT A and CAT B jobs using TAS then send a D0237 report stating the purpose of the job being raised and the statusdepending on how critical and unsafe it is
• ( 1ST
• STEP- supplier contacted by phone) Once sent a response of a D0238 authorization from suppliers(advising our engineer should attend) by updating by customer's details and setting job to scheduling for investigation
• Updating TAZ with no accessvisit of RPS1 letter which issued out to customer's address, booking an appointment for customer and engineer when receiving red card 3 attempt ofvisit
• Scheduling/assigning CAT A jobs engineers to visit the property for investigation and for customer appointments
• Creating D0239 report fromonce investigation has been carried out by the engineer, mop team and jointers
• D0239 report then sends to supplier including the cost for visit anddamage etc
• Adhering to company policies checking for evidence on triopsis report of meter tampering and any fraudulent activity to the electricmeter
• Booking appointments for engineers using triopsos which schedule dates and CAT A or CAT B depending on the status of the visit
• Updating theschedule board on each visit engineers are attending and where their location is
• Signing off engineer/updating system with overtime/out-of-hours
• Working off crime stopper email by doing a thorough investigation of address details of property, name or company etc
• If unable to find using Crownsystem
• Once a serial number of the address was found for the theft of electricity a D0237 was sent to the supplier to investigate.

• Working in the Revenue and benefits team; daily roles entail answering calls in regard to council tax, setting up arrangements for customers andtaking payments using Civica secure system
• To deal promptly, efficiently, and accurately with disputes/appeals against decisions in accordance withservice standards and office procedures and adhere to GDPR
• Maintain records of any matters relating to the failure of systems or compliance withlegislation, service specification, working practice, council policies and practices and inform the team leader/supervisor of these
• To liaise with
• Customers, their representatives, and voluntary and professional bodies in relation to the dispute/appeals procedure and tribunal process.

• Taking an incoming call from midland heart's tenants; organisingvisits for surveyors, planners, housing officers and support workers
• Coordinate the day-to-day activities of the internal tradeoperatives and sub-contractors
• Liaise with supervisors, trades & other internal repairs teams to book repairs jobs
• Raise and schedule work orders to process repair requests on the Northgate system and Lagan for each engineer to attend to theappropriate job
• Booking and chasing surveyors' inspection Northgate and Microsoft Outlook
• Emailing and making calls to sub-contractor or specialist contractors of new and existing repair work to be carried out
• To accurately recordand receipt as required all customer contact and actions, including to the logging of complaints and correspondence
• Bromford Housing

• Delivering a clear and concise service to the citizen of Birmingham which ensures HRA (Housing Revenue
• Accounts) income collection is maximised for strategic management and maintenance purposes on a day-to-daybasis
• This position also includes:
• Ensuring duties are met internally and externally to adhere to the company HRA (Housing Revenue Accounts) policies & procedures
• Toachieve daily negotiated outcomes from the predominantly inbound point of contact from telephone, email, letter etc.) that achieves lumpsum payments to reduce HRA (Housing Revenue Accounts) debts and manage a caseload effectively, including the preparation ofagreements on Notice Seeking Possession (NSP), Processing claim online (PCOL) Notice of possession Proceeding (NOPP) and evictionnotices
• To undertake one point of contact with customers to resolve any issues case within their rent by providing budgetary advice supporting latepayment or rent arrears and setting up payment arrangements and dealing with Housing Benefit calculations
• Revenue customer service advisor
• Delivering excellent customer services providing efficient and accurate information to client matters relating to their benefit, and council tax
• This includes: setting payment arrangements on monthly direct debit, weekly or fortnightly payment plans using payment cards
• Arrangedpayments to be taken from customers' benefits or from their secure homes account
• To keep up to date with rules and legislation changes in Council tax, Business Rate and Benefit regulation
• Advising customers regarding their potential eligibility for claiming benefits, discounts and exemptions
• Deliver an effective service to all customers fairly and without discrimination and maintain relationships and support.

• Working as part of a team receiving telephone enquiries from customers in relation to their water accounts
• Identifying customer needsand ensuring they receive the best customer service experience on every call using in-house systems, Microsoft office suite, target,
• CARMS eclipse, Avaya, SAP, Paypoint.NET and streamline
• Adhere to Director General regulations (DG5 & DG6 ) to ensure no failures; also rules of data protection
• Continuously bonus achiever and always striving to improve the overall customer experience
• Dealt with complaints and customer queries on a regular basis with the ability to multitask
• Delivering (Communicating Cell) CommCells to team members and gaining confidence from team member and their opinion on how to improvecustomer service on repeat chase enquiries and complaints.

• My main duties involved transferring incoming and outgoing calls to the relevant department
• Updating new and existing employees on the database and issuing payment cards (to make payments)
• Responsible for creating and managing internal and external communication lists
• Refund Department/ Payment Services and Support;
• Responsible for refunding payments to domestic and business
• Transferring credit or debit balance from the final bill to the customer's active account
• Writing credit and debit off customer's account
• Issued RPR (Refund Payment Requisition) on a spreadsheet to customers who haven't got access to a bank
• Working alongside stalker holder accounts; traced and allocate payments to correct accounts manually.

• This position is by reading from a script that describes products or services, to persuade potential customers to purchase product services andmake donations
• Responsible for selling investments, loans, stocks and shares to different companies
• Record and obtain names, addresses,purchases, and reactions of prospects contacted.

• Assist the department on a daily basis with administration tasks, including minute-taking and providing assistance when required
• Ensuringdocuments are photocopied and binned, typing letters, filing, locating and collating letters from solicitors and Fee Earners on a timely basis.