Responsible for all financial and administration aspects of the business. - Overseeing tax and legislative compliance - Invoice management and auditing - Staff registration (CIS) and HR- Stock Management and distribution.

Managing a team of Tax Credit Officers dealing with all aspects of Tax Credits for nationally sensitive cases and customers. Responsible for risk checking cases, identity checks (including handling sensitive personal documents), compliance investigations and enforcement, including subsequent disputes and appeals.Managing a specialist call centre for secure customers, ensuring customer service levels are maximised for both quality and timeliness.Additional technical caseworker duties, including high level complaint handling (including those referred from MP’s and other political bodies), reviews of appeal cases and preparing case summaries for claims due before Tribunal or The Adjudicators Office.

Managing a team of Compliance Officers, dealing with inaccurate Tax Credit claims. Quality Management of officers work & monitoring performance against key indicators such as productivity, attendance & personal behaviours.Dealing with more complex cases above the normal expectations of officers, such as cases involving potential income tax fraud (due in main to my Personal Tax knowledge being uncommon within TCO)Using my widespread knowledge of HMRC's various roles to update & deliver training to Benefits Officers, advising on how changes within the business affected their work within Benefits & Credits. Also devised training packages on 'soft skills' (e.g. phone call handling & customer service) for staff recently moved to customer facing roles.

Offering advice & guidance to Tax Agents, employers & the general public on all aspects of income tax, mainly focusing on the correct implementation of PAYE, but also including full advice on aspects such as Self Assessment, International queries & indirect taxes (e.g. Savings & ISA's)Drafting and testing new guidance on PAYE and Self Assessment for use by Contact Centre staff nationwide, liaising directly with the National Directors Office to update processes when legislation changed to ensure the all Contact Centre advisors had accurate guidance to support them in their everyday roles..Supporting new trainees through their probation periods, offering ongoing support during their first year through direct mentoring.

Responsible for all admin relating to sales & lettings – e.g. booking appointments, designing & creating brochures & web advertising of properties, greeting in store customers & advice on properties on offerRedesigning both electronic & paper sales brochures, making the design clearer & allowing for more detail to be presented to the customer. This lead to a marked increase in online queries about properties for sale, & helped the business re-focus it's sales techniques to this relatively unfamiliar area.Created IT database to electronically track payments due on rental properties, track invoices for repairs & allocate against correct landlord for monthly invoicingCovering company payroll for a number of months, processing PAYE using SAGE software

Responsible for helping the trust implement a new Patient Administration System, Beta testing the software for issues & helping correct any mistranscribed data migrated between systems during update. Also tasked with helping train admin staff with registering appointments on the system.