Margaret Hocknull

• Primarily working with all court results when sent out of court electronically or on paper files, ensuring urgent court results are resulted, checked and electronically sent over to Police interface within required 30-minutes.
•Having vast experience and knowledge means being confidently identify any errors or omissions, alleviating
any possibility of high-risk incidents. Effectively achieving 100% target, ensuring partner agencies are aware
of all court results and orders imposed promptly.
• Efficiently and correctly resulting bulk traffic courts which contain over 100 cases and ensure all court results are validate within required one-day target, and continue to be instrumental in ensuring that listing of these cases are in accordance with required timings and current sitting matrix.
• Successfully completing Delegated Powers Course achieving delegated legal adviser powers to make critical
non legal decisions relation to court hearings, for example when defendants requests to adjourn their case,
elevating pressure on legal team.
• Booking video links between court and prisoners, often having to rearrange court hearing times to
accommodate link. Arranging live links for witnesses in trial courts, with other courts or witness services, ensuring everything is put in place for ease of any witnesses, and smooth running of court.
• Organising interpreters for court hearings through electronic booking systems. I deal with emails and phone calls from partner agencies and defendants efficiently and professionally, using experience and knowledge to provide excellent customer service.
• When staff levels/ resources have been at crucial point, actively undertaken training to assist colleagues, in
particular Ushers, with their daily duties to ensure smooth running of court.
• Maintaining resilient attitude during challenging changing times, and actively supporting colleagues during changes within organisation.
• Regularly deputising for office line manager, recently completing four months line management in their absence, while continuing to maintain targets for own work. Ensuring positive moral of team, leading and supporting team 100% through recent changes of computerised system, ensuring training and assistance was
available throughout transition, and providing positive feedback for all team members, elevating further pressure on senior management.

• Providing short term let housing and accommodation for health service employees and key workers
• Established receptionist dealing face to face with medical professionals and agencies requiring accommodation.
• Proactively managing accommodation bookings using computerised booking system.
• Confidently moving accommodation at short notice when required.
• Over 100 self-contained flats, and single rooms within three buildings for medical students, locums, and
short-term staff working at Newport Hospital, and 26 houses providing accommodation to medical staff and their families.
• Arranging short term tenancy agreements for family accommodation. Ensuring correct professionals were placed with like-minded professionals and not intermixing different levels of professionals.
• Ensuring efficient communication, and building great rapport, between myself and colleagues for prompt, efficient service, and upkeep of all rooms daily.

• Efficient and diligent receptionist and booking administrator in large 100 bedroom hotel.
• Dealing with telephone and online bookings from prospective guests and coach companies requiring accommodation.
• Having extremely communication skills enabling me to deal with any issues which arose, sometimes having to renegotiate rooms at short notice to be able to provide more suitable accommodation depending on guests needs and requirements, which were not always evident until guests' arrival.
• Always maintaining a friendly and efficient manner.
• Primarily working alone so having confidently to make instant decisions, also successfully working as a team with colleagues during busier times

• Professional call centre worker on 192 directory enquiry calls.
• Successfully handling hundreds of calls every day from public requiring telephone numbers, sometimes having to rely on very limited information, while giving a very highly professional service within the required timescale.
• Excellent communication skills.
• Ability to work under pressure to achieve very high targets.

• Efficiently and professionally working in very busy booking office with high motivation and passion.
• Ability to sell tickets face to face to over 800,000 passengers yearly, from day tickets to season tickets.
• Professionally and successfully working under pressure to fill 96-seater hovercraft every 15 minutes in busy periods. Ability to successfully work under pressure.
• Maintaining a friendly and warm approach to customers.
• Answering telephone enquiries with efficiency and professionalism and allocating individual seats ensuring
hovercraft was not over listed.
• Resolving issues as they arose to maintain high customer satisfaction.
• Liaising with colleagues to provide extra hovercrafts where necessary to provide outstanding customer service.
• Assisting colleagues in the freight department by taking receipt of parcels if required and to ensure parcels and packages were securely transported between mainland and island, to ensure customer satisfaction

• Creating a business plan to build the business from scratch.
• Listening to, and actioning, customers' requests to ensure customer loyalty, and customer satisfaction.
• Day to day running of the business, including maintaining stock, ordering produce, cooking to a high standard, and listening to customers' needs and requirements to ensure customer satisfaction.
• Training staff to provide a high-quality service, while remaining firm but fair to ensure a happy and efficient team.
• Efficiently dealing with staff wages and holiday cover and bookkeeping for the business.
• Professionally and efficiently building the business, increased customer loyalty, and strived, and succeeded, in achieving a more profitable business

• Working in office, answering telephone queries and work bookings for 12 tipper lorries.
• Checking tachographs to ensure compliance of law, and professionally communicating with vehicle drivers who were not complying with requirements, and to ensure all employees are kept up to date with relevant training and/or qualifications.
• Stock taking of fuel ensuring correct amount of fuel is on site and securely stored.
• Undertaking, and passed, Department of Transport Certificate of Professional Competence (National Level) course, to be able to aid transport manager

• Experienced receptionist for various employment agencies, including securing 1 year placement at Vosper Thornycroft, Portsmouth.
• Welcoming clients and other agencies to building, maintaining high efficiency and professionalism, in a friendly and efficient manner.
• Duties included communicating with worldwide companies through electronic telegraph, and telephone.
• Open to seeking out new experiences, learning new skills to improve my performance with several employers, meant I was able to adapt to different working environments and situations

• Established telephonist in call centre, answering hundreds of telephone calls per day, from 100 operator
enquiries, 151 fault reporting, 191 general enquiries and 999 emergency calls.
• 192 directory enquiries - successfully adapting from paper phone books to microfiche. Providing telephone
numbers using the information provided, using initiative if information is vague to ensure correct information
is given to customer.
• 151 Fault service – promptly and efficiently logging calls and taking details of faults, providing good
customer service and technical support. Notifying correct department of the fault quickly and confidently to
ensure good customer service.
• 191 general enquiries – promptly and efficiently dealing with customer queries and complaints, to resolve
complaint when possible or ensuring it was passed to correct department.
• 999 Emergency Service calmly and professionally dealing with emergency 999 calls, answering any call
within 10 seconds and redirecting the call to the required emergency service.
• Remaining profession and calm in very stressful situations.
• Ability to remain calm was imperative at all times.
• Requirement to listen into the call when connected to the relevant emergency service, take detailed notes
which may be required by the emergency services at a later time
• Successfully working in all departments within GPO, professionally and successfully providing a high level
of speed and accuracy under very distressing situations, while remaining calm and profession at all times. Experienced receptionist for various employment agencies, including securing 1 year placement at Vosper
Thornycroft, Portsmouth.
• Welcoming clients and other agencies to building, maintaining high efficiency and professionalism, in a
friendly and efficient manner.
• Duties included communicating with worldwide companies through electronic telegraph, and telephone.
• Open to seeking out new experiences, learning new skills to improve my performance with several
employers, meant I was able to adapt to different working environments and situations