Lyndsay Connolly
Sunderland,Tyne and Wear
Summary
Highly motivated professional with expertise in dispute resolution and investigative case management. Proficient in UK legislation, including the Child Support Act, with a strong ability to draft legally defensible responses for the First-tier Tribunal. Demonstrated success in managing sensitive caseloads, focusing on meticulous analysis of financial and medical evidence. Effective communicator skilled in collaborating with stakeholders, ensuring decisions are made with empathy, neutrality, and compliance with GDPR and quality standards.
Overview
25
25
years of professional experience
6
6
years of post-secondary education
Work history
Appeal Response Writer
Department For Work & Pensions
Sunderland, Tyne and Wear
2023.03 - Current
- Produce comprehensive Appeal Summaries for the First-tier Tribunal, synthesising complex case histories and financial data into legally sound arguments.
- Interpret and apply the Child Support Act 1991 and associated 2012 scheme regulations to ensure all maintenance assessments are compliant with statutory requirements.
- Draft technical responses to complex "Variation" applications, focusing on diverted income, unearned income, and incommensurate lifestyle allegations.
- Manage high-volume caseloads of appeals, consistently meeting strict statutory deadlines for submission to the HM Courts & Tribunals Service.
- Conduct detailed forensic reviews of financial evidence, including HMRC tax records, and self-employment accounts, to verify the accuracy of maintenance calculations.
- Identify and rectify procedural errors during the Mandatory Reconsideration phase, successfully "lapsing" appeals to resolve disputes without the need for a tribunal hearing.
- Collaborate with Financial Investigators to uncover hidden income streams or assets, ensuring the "Receiving Parent" receives the correct statutory entitlement.
- Ensure 100% adherence to Data Protection and General Data Protection Regulations guidelines, specifically managing the redaction of sensitive information in cases involving domestic abuse or restricted addresses.
- Subject Matter Expert for internal stakeholders, providing guidance on complex legislation and the likelihood of success at the tribunal stage.
- Maintain a high "upheld" rate at the tribunal by ensuring every submission is evidenced-based, objective, and resistant to legal challenge.
Executive officer
Department For Work & Pensions
Newcastle upon Tyne, Tyne and Wear
2021.06 - 2023.03
- Final Decision Authority: Responsible for final reviews and authorisation of Mandatory Reconsideration (MR) outcomes, ensuring all Daily Living and Mobility descriptor points are awarded in strict accordance with the Welfare Reform Act 2012.
- Quality Assurance & Auditing: Conduct regular programme audits and "dip-sampling" of MR decisions to ensure consistency, fairness, and adherence to Department for Work and Pensions (DWP) quality standards.
- Evidence Synthesis: Expertly analyse conflicting evidence, weighing the Health Professional’s (HP) report against Further Medical Evidence (FME) such as consultant letters, CPN reports, and GP summaries.
- Applying Reliability Criteria: Ensure every decision robustly applies the four statutory pillars: whether a claimant can complete an activity safely, to an acceptable standard, repeatedly, and within a reasonable time period.
- Case Law Integration: Stay abreast of Upper Tribunal decisions and legal precedents, ensuring that evolving interpretations of "Overwhelming Psychological Distress" or "Social Support" are integrated into the team's decision-making process.
Administrative officer
HMRC
Washington, Sunderland
2009.07 - 2021.06
- Maintaining and updating customer records on various internal databases (e.g., NPS or CHIEF) with high attention to detail.
- Allocating payments to appropriate accounts, calculating interest/penalties on late payments, and processing repayments.
- Ensuring all actions taken on a case are documented clearly to provide a robust audit trail for compliance and legal purposes.
- Handling sensitive personal and financial data in strict accordance with General Data Protection Regulation and the Data Protection Act.
- Organised monthly reports to maintain record accuracy.
- Adapted quickly to changes in procedures or policies; maintained consistency in output quality despite fluctuations in workload demands.
- Provided excellent customer service for improved customer satisfaction.
- Streamlined processes with proactive problem-solving abilities.
- Ensured prompt resolution of employee issues with keen attention to detail and empathetic listening skills; fostered a positive working environment.
- Responded promptly to emails, letters and phone calls; facilitated seamless external communication.
- Participated actively in departmental meetings contributing valuable insights and suggestions.
- Offered administrative support to the management team resulting in enhanced operations.
- Prioritised tasks for timely completion of projects.
- Handled confidential documents with utmost care; ensured data security at all times.
- Improved file management system through systematic categorisation and labelling practices.
- Enhanced office efficiency by managing and organising the day-to-day administrative duties.
- Simplified complex information via clear, concise written communication skills; eased understanding across departments.
- Used Microsoft Office Suite proficiently for smooth workflow management and document creation.
- Maintained a clean, organised workspace; improved productivity levels.
- Managed incoming calls for efficient handling of enquiries and complaints.
- Organised filing system for important and confidential office documents.
- Managed queries in person, by phone and via email with exceptional customer care.
- Provided dependable administrative support to senior staff, enabling them to freely handle high-importance tasks.
- Met deadlines on admin tasks to minimise disruption to colleagues and workflows.
- Offered excellent customer service to colleagues and external representatives, maintaining company reputation.
- Facilitated and processed incoming calls and emails, distributing relevant information to necessary departments.
- Respected customer privacy through tactful, diplomatic and confidential support.
- Took minutes and thorough notes in meetings for distribution.
- Cultivated and deepened relationships with customers by providing exceptional service.
- Actioned routine correspondence to maintain good staff and customer communications.
- Answered phone calls and emails for management team during busy periods.
- Liaised with relevant parties using appropriate communication channels.
Administrative assistant
HMRC
Washington, Sunderland
2002.01 - 2009.07
- Reviewing and processing new Child Benefit claims, ensuring all required evidence (e.g., birth certificates) is present and valid.
- Updating Child Benefit System (CBS) with changes in circumstances, such as children leaving education, changes in address, or bank detail updates.
- Performing initial checks against departmental criteria to ensure claimants meet residency and income requirements (e.g., High Income Child Benefit Charge thresholds).
- Handling sensitive "Special Category" data, ensuring that birth certificates and legal documents are recorded and returned to citizens securely via tracked mail.
- Authenticating official documents from the General Register Office (GRO) to prevent fraudulent claims.
- Indexing and scanning incoming post into digital folders to maintain a clear, paperless audit trail.
- Responding to written and telephone enquiries regarding payment dates, claim status, and eligibility rules.
- Explaining complex rules—such as the "Approved Education" criteria for children aged 16–20—in simple, easy-to-understand language.
- Contacting other government departments (like the DWP or local authorities) to verify information or resolve conflicting claim data.
Shop assistant
Brunswick Shoe Warehouse
Washington, Sunderland
2001.09 - 2002.01
- Built rapport with frequent shoppers to foster loyal customer base.
- Completed restocking swiftly post delivery arrival to ensure immediate product availability.
- Collaborated effectively with team members during busy periods.
- Maintained clean, appealing shop environment for comfortable shopping experience.
Education
GCSEs -
Washington Comprehensive
Washington, Sunderland 1995.09 - 2001.07
Skills
- Prioritisation and time management
- Objective judgement and policy adherence
- Collaboration and emotional intelligence
- Discretion & Sensitivity: Handling personal family changes (bereavement or custody shifts) with empathy while remaining professional
- Attention to Detail: Noticing small discrepancies in birth certificate's or missing signature's that could lead to fraudulent claims
- Resilience: The ability to handle high volumes of repetitive tasks or difficult phone calls while maintaining a positive, "can-do" attitude
Timeline
Appeal Response Writer
Department For Work & Pensions
2023.03 - Current
Executive officer
Department For Work & Pensions
2021.06 - 2023.03
Administrative officer
HMRC
2009.07 - 2021.06
Administrative assistant
HMRC
2002.01 - 2009.07
Shop assistant
Brunswick Shoe Warehouse
2001.09 - 2002.01
GCSEs -
Washington Comprehensive
1995.09 - 2001.07