The Rent Processing Team is heavily involved in the customer’s journey within Southern Housing Group. It is not only responsible for processing millions of pounds of rent and benefits payments every month to over 60,000 tenants rent accounts, it’s the main area for account creation, data maintenance and charge amendments made via Orchard Housing management system. My role is to support the Rent Processing Manager to ensure the delivery of a high quality service to the business and its residents from a finance team. I have senior duties and perform the team’s tasks as well as project work to improve and develop solutions to address business issues.• Prepare, process and publish accurate information in line with legislative and business requirements.• Fulfilling all aspects of rent account set up, data amendments and financial transactions posting • Responsible for data compiling, checking integrity and reporting for stock rationalisation programs• Point of contact for queries and providing information and business guidance to assist colleagues in relation to processes, procedures and account abnormalities.• Cross departmental working to prepare payment, processing and rent & service charge information.• Producing eBIS purchase orders for services rendered by our financial service provider Allpay.

Working in the Customer Account and Payments Team which is the income recovery area of SHG's Customer Service Centre, my role was to assist in managing the team of over 20 agents. I assisted in maintaining the smooth running of day to day activities, whilst helping in staff development through monitoring, feedback and coaching to improve performance and customer service levels to achieve targets.• Demonstrate high levels of customer service and be a role model for the Customer Service Advisors• Real time call monitoring to manage agents performance of allocate tasks in line with call volumes• Professionally handle escalated customer enquiries, resolve effectively whilst following company protocols and update systems accordingly• Responsible for initiating court actions and compiling documents for legal representation• Support the team with their learning and personal development

The recycling collection schemes that worked with Not-For-Profit organisations were designed to raise funds through printer cartridge returns made by their individual and corporate supporters. I was completely responsible for the recycling programmes from their performance, to new business generation and relationship management of our participating partners.I produced customer reports, data analysis, performed partnership reviews and managed escalated issues with some of the UK’s largest and most influential charitable organisations, including CRUK, British Heart Foundation, Guide Dogs, Marie Curie Cancer Care, Christian Aid to name a few.

Manager of the Supporter Services Bureau Telephone Team that is the main point of contact when telephoning Cancer Research UK.Line management and responsible for the team’s performance, and their individual 1-2-1’s, appraisals, training and development programmes.Report generation, data analysis and resource management to achieve and maintain excellent Customer Service levels.