- Managed, motivated, and supported a team of customer service advisers.- Monitored quantitative and qualitative performance of the team by reviewing individual calls, as well as tracking KPIs such as call handling time and enquiries resolved at the first point of contact.- Held regular 1-2-1s to monitor well-being and mentored staff in handling complex or challenging customer interactions. Set clear targets and objectives for improvement.- Addressed and resolved HR issues, ensuring a positive work environment.- Identified and implemented strategies to improve productivity and service quality.- Responded to formal complaints directed at the department in a professional and timely manner.- Organised ongoing training for team members to expand their capability and knowledge while ensuring they stayed updated on policies, technology, and service procedures.- Acted as an escalation point for complex or high-priority issues that could not be resolved by frontline staff.- Collaborated with back-office departments to improve the percentage of contacts handled at the first point of contact and ensured sufficient information was relayed for enquiries that could not be.- Acted as a promoter of channel shift, encouraging customer service advisers to coach customers in self-service where appropriate.- Ensured that the contact centre adhered to legal, regulatory, and internal policy guidelines.- Monitored and managed risks related to data protection, customer privacy, and handling sensitive information.- Continuously assessed and enhanced the overall customer experience, gathering feedback to drive service delivery improvements.- Scheduled staff shifts to ensure adequate staffing levels to meet service demands.

- Actively pursued the recovery of outstanding debts owed to the authority, with a focus on sundry debt, former tenant debt, and housing benefit overpayments.- Negotiated payment terms or instalment plans with debtors, ensuring compliance with corporate debt policy.- Identified vulnerable customers and used focused resources to assist these customers.- Generated and interpreted data on Power BI debt reports, identified trends, and made decisions on where to direct resources.- Assessed the likelihood of recovering outstanding debts based on factors such as the debtor’s financial situation and history, and provided recommendations on writing off uncollectable debts or pursuing alternative recovery strategies.- Inputted and canceled sales contracts, and created credit notes.- Worked with external enforcement agents to continue pursuing debt where internal efforts were unsuccessful.- Followed through with further legal action when necessary, such as obtaining CCJs or other enforcement measures.- Oversaw the implementation of the breathing space program, ensuring appropriate recovery holds were placed throughout the organisation for registered debtors.

- Handled a large volume of inbound and outbound calls, emails, and online enquiries providing detailed, yet easy to understand, answers to queries about legislation and policy for council tax, non-domestic rates, benefits, housing, waste, and more.- Served as the first impression of the organisaton, welcoming visitors, answering queries, and supporting colleagues at our 3 receptions.- Created a large amount of training documentation and provided instruction to upskill and coach other members of our team.- Created and maintained the staff rota, allowing easy management of cover for peak times over extended opening hours and multiple locations.- Administered the transaction log of the departmental purchase card.