Barbara Pole Email & Phone Number

Clacton-On-Sea, Gb

Council Tax Offices, Clacton

• Manager of the Revenues & Benefits Contact Centre, Switchboard and Payments teams including their ongoing development, recruitment, performance monitoring and all other aspects of team management.• Development of customer services within Revenues and Benefits Section with plans to expand into a central customer services area for TDC.• Projects – present projects include the digital retention and distribution of documents throughout TDC, digital inclusion and channel shift, the Customer Services Centre, and digitalisation of the incoming and outgoing post for TDC. • Working closely with and supporting Benefits, Council Tax and NNDR managers. Ensure that the contact centre’s knowledge of these areas is up to date.• Budget monitoring.• Writing tender documents and implementing the resulting contracts• Manage and monitor the cash collection service provided by the Payments team on behalf of the Council• Department lead for Data Protection and call monitoring.• Providing profiling and analysis regarding different areas of customer contact.• Managing responses to customer complaints, enquiries and surveys,• Annual billing team - tendering for and appointing suppliers for outsourced printing, providing liaison between RBS with other departments.• Production and monitoring of corporate and service level policies such as The Retention Policy, Equality and Diversity, Communications Strategy etc.

Clacton Town Hall

• Monthly performance and out-turn reports for Management Team and quarterly reports for submission to full Council. Submission of performance information to Audit Commission and inputting NI data on to the ‘data hub’.• Administration of the Council’s performance system (Performance+). Chasing information from other sections including ‘Key Project Management’.• Facilitating meetings for senior management and councillors.• Providing cover for the Chief Executives office including civic services.• Providing cover for the website editor with regard to the daily running of TDC’s website.

Clacton

• Writing features and reviews for the Clacton & Frinton Gazettes and the Harwich & Manningtree Standard.• Inputting articles and providing secretarial support to the reporters.• Dealing with all customer contact including enquires.

Clacton, Essex

• Running Sage Accounts.• Invoicing and producing customer statements and dealing with customer enquiries.• Keeping up to date records and producing reports for the Accountant and HM Revenues and Customs

Education record

Level 5 Certificate in Management. Prince2 Practitioner NVQ2 Business & Administration ILM3 Team Leadership & Management PCT Assertiveness.

Education record

RSA I Typing pt 1 pass RSA I Typing pt 2 distinction RSA II Typing pt 1 distinction RSA II Typing pt 2 distinction RSA III Typing pt 1.