Kirstin Maxwell

• Coordinate with law enforcement agencies for concerted action on threats.
• Handle confidential materials, ensuring compliance with regulation procedures.
• Assess incoming intelligence referrals in line with local, regional and national priorities.
• Entered and retrieved intelligence from databases on open-source and classified systems and platforms.
• Create referrals for tactical activity and ensure that all actionable intelligence or identified offences are referred to the appropriate teams.
• Manage the dissemination of intelligence.
• Establish and maintain good working relationships with operational colleagues and key intelligence and delivery partners.
• Support the Intelligence Manager in the management and improvement of performance whilst positively introducing and supporting transformational change.
• Create intelligence packages and reports to help facilitate enforcement action.
• Ensure that research and intelligence reports are accurate and that intelligence is sanitised correctly by participating in the audit and assurance of work.

During my time as a deployable officer, I took on various job roles such as; Immigration Officer for Border Force (BF), Field Officer for the Office for National Statistics (ONS), Self-Assessment Helpline Operator and Tax Credits Advisor.

• Responding to any surge in work or crisis within or outside of the UK.
• Managed different work queues daily to accommodate any surge in workload whilst handling different intelligence from different sources.
• Providing excellent customer service and additional support to vulnerable customers.
• Conduct investigations and interviews at the UK Border.
• Gathering multiple sources of information, studying behaviour, and carrying out risk assessments to prevent criminal activity and ensure the safety of passengers and UK citizens.
• Adapted quickly to changes in procedures or policies; maintained consistency in output quality despite fluctuations in workload demands.
• Managed queries in person, by phone and via email with exceptional customer care.
• Organised filing system for important and confidential office documents.

• Stayed calm under pressure, offering empathetic assistance to upset customers.
• Participated actively in training sessions to improve call handling skills.
• Enhanced customer satisfaction by resolving technical queries promptly.
• Managed high volume of inbound calls for efficient customer service.
• Assisting vulnerable customers experiencing financial hardships and with additional needs.
• Meeting sales targets and working on inbound Home Moves retention.
• Maintained updated knowledge of products to provide accurate information to customers.
• Provided tailored advice for substantial energy cost savings.
• Protected customer interests by recommending cost-effective decisions and tailoring advice to match customer requirements.

• Managed phone calls, resulting in effective communication flow within the company.
• Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
• Acting as front of house whilst remaining the main point of contacts for all professional bodies and the public.
• Supporting housing officers, managers, and colleagues with ad hoc admin tasks.
• Maintaining accurate housing records and filing systems.
• Logging repair requests and updating tenant contact records.
• Processing cash and card payments.
• Upkeep of diary and email management for all housing officers and directors.
• Regularly liaise with various directors, partners and board members by planning documented meetings targeted at strengthening professional relationships between leading organisations.