VICTORIA ARGILE

As a Train Delay Attributor, I record, report and support solutions around train delays on the part Eastern region of the rail network and most recently, specifically the North East Route. I have further developed a keen eye for detail from working with delay data and also developed a good rapport and build strong working relationships with a wide range of people across the network including stakeholders as I work to find out the root cause of delays.

When delays happen, I build an accurate picture of the reasons behind them using numerate and analytical data and working with the signaller community and other colleagues across the railway to confirm responsibility for each delay. I then use this situational information to create accurate reports and attribute the reasons for the delays clearly, accurately and concisely using bespoke railway IT systems as well as other areas of technology. I have gained further experience in investigation and analytical skills and am confident in working with data. I have the developed the ability to compete deadlines and reach quick and accurate resolutions at pace whilst managing my time and workload efficiently. Making accurate and informed decisions is a skill I am exercising daily in this role and am sustaining a high level of confidence in the decisions I am making. My time within the railway has allowed me the ability to develop a good understanding of railway and infrastructure operations and I am extremely keen to continue developing this interest in other areas of the industry.

My role within the Force Control Room requires me to receive and coordinate the effective handling of 999 calls, subsequently risk assess and log all relevant information onto complex computer systems using my written communication skills whilst retaining a polite attitude and in an efficient manner, display empathy, compassion, firmness, and authority as appropriate in order to provide customers with the highest possible quality of customer service, but also assist in achieving Forcewide targets and contingency plans in terms of dispatch timescales and call handling statistics, whilst ensuring policies are followed effectively and comply with Force legislation. I highlight risks and, subsequently, prioritise these calls/workload in accordance with the Incident Grading Policy, using persuasive and assertive attributes to control and coordinate an appropriate emergency policing resource response from across the county of North Yorkshire accordingly, while identifying the likely information requirements for officers attending incidents and using my level of verbal communication skills to communicate with them via the radio. Naturally from my years in the policing industry, I have become very familiar with effectively and sucessfully managing conflict and completed various packages of suicide training.

This role involves receiving, critically assessing and responding to incoming telephone calls and 999 telephone reports as the first point of contact and receiving telephone reports of incidents and crimes through 101 and other channels to answer queries from members of the public and to transfer calls to appropriate extensions. It was vital to maintain high levels of customer service at all times and calls to be answered in accordance with national standards for answer times and service level agreements whilst ensuring the information requirements for officers attending is met.
I had to prioritise the calls in accordance with the Public Assistance, Grading and Dispatch Policy applying THRIVE+ risk assessment (Threat Harm Risk Investigation Vulnerability and Engagement) to ensure appropriate action is taken and to manage and escalate immediate and high priority incidents effectively. It was important to Identify vulnerability and repeat victims to help aid prioritisation.
In terms of crime recording, I had a duty to receive, review and update records in relation to crime and non- crime related occurrences in line with NCRS and NSIR force policies.

Liaising with Hunters-owned offices nationwide, as well as working closely with the in-house Head Office Lettings departments. I deal with clients (tenants, landlords, and investors) and third-party companies on the telephone, coordinating move-ins, creating agreements, and processing references. I build relationships with tenants, landlords, and office partners in a professional manner in order to meet their high expectations as well as delivering a reputable level of customer service. Great attention to detail is critical in my role, as well as using organisational skills to ensure I have the ability to prioritise tasks and work to strict deadlines.

My duty was to provide a high level of customer service whilst building relationships with colleagues and clients. I achieved sales targets and assisted others in the achievement of targets, providing speedy and accurate work in all areas of lettings to boost income and profit levels. I dealt with and actioned day-to-day general enquiries face-to-face, by telephone, and email, including website and Rightmove enquiries. I had to complete all appropriate sections of checklists in full, and on time. I registered applicants onto a mailing list and proactively managed them to keep them up to date in order to generate viewings. I ensured the completion of check-outs, including preparation and gathering the correct paperwork. Comply with all legal regulations, actively seek new business opportunities, and maximise and generate additional income. Regularly add notes to update the contemporaneous software system.

My duty was to provide a high level of customer service, building relationships with clients, tenants, landlords, investors, and contractors. I was responsible for regular contact with clients throughout the term of their tenancy, working within the legal requirements. I dealt with all inspections, inventories, and check-outs, ensuring satisfaction and compliance for both tenants and landlords. I ensured a high level of accuracy in the completion of all company and client documentation. I liaised on a day-to-day basis with existing and new customers, and endeavoured to meet their individual needs and requirements. I regularly used the Realcube software IT system to produce reports and file notes as per the TPO guidelines. I carried out property inspections within a timescale and produced a report to send to the landlord. I organised and completed inventories to a timescale, and ensured all pages were agreed to and signed by the tenant.