On a day to day basis I helped customers whose problems or issues were deemed outside the remit of HMRC's contact centre staff as the issue would be too complex for their call guides. My priority was to work each issue to resolution, providing customer satisfaction and preventing formal complaint. This dictated that I learn a vast array of (sadly non-transferable) technical knowledge, but also allowed me to build up a wealth of transferable soft skills including effective communication, problem solving, collaborating & networking, resilience & assertiveness and continuous improvement. My main responsibilities were:-Managing relationships: Building and maintaining productive working relationships with colleagues, employers, accountants and the public.Reviewing performance to make business improvements: Taking responsibility for the efficiency and effectiveness of my own work against organisational objectives; being aware of the quality of outputs; selecting continuous improvement techniques.Providing advice and guidance: Using my knowledge of technical issues to identify compliance with regulations and procedures, and to contribute to the production of guidance materials.Professional performance and development: Acting professionally; completing allocated tasks while meeting deadlines; working collaboratively with others and providing learning opportunities for colleagues