Brian Monk

Dedicated and experienced customer service professional. An effective communicator with proven ability to assist both internal and external customers, often with diverse needs in challenging situations, offering advice and solutions. Capable of identifying problems, gathering, and interpreting information, using knowledge and experience to obtain the best outcomes.

Deal with complaints fairly and sensitively within specified timescales. Able to work, alone or as part of a team, providing flexibility responding to changing priorities and deadlines in a fast-paced environment.

Contact Centre Adviser - Citizens Advice - Manchester

(2023-05 - 2023-11)

• Responsible for advising customers on energy and income maximisation.
• Interview clients using sensitive listening and questioning skills which allow clients to explain their problem.
• Typically took 16 calls per day. Calls were both inbound and outbound. Targets were to take one call every half hour and calls would take typically 30 minutes, sometimes over
• Use the Citizens Advice AdviserNet website to find, interpret and communicate the relevant information.
• Research and explore options and implications so that clients can make informed decisions.
• Ensure all work conforms to the organisation's systems and procedures and reflects and supports the Citizens Advice service's equality and diversity strategy.
• Use IT systems to maintain detailed case records to support the continuity of casework, information retrieval, statistical monitoring, and report preparation.
• Keep up to date with legislation, policies and procedures and undertake appropriate training to comply with quality assurance processes.

Administrative Officer - Department for Work and Pensions

(1998-05 - 2023-01)

• Responsible for the administration of benefits
• Managing clerical & digital customer records, accurately and promptly updating changes, making decisions about the impact of any change.
• Obtain information from customers via telephone & letter, identifying vulnerable customers for home visit. Making clear & concise requests to ensure customers understand the information/evidence required.
• Assess & scrutinise information provided by customers, checking different computer systems for anomalies. Complete both basic and complex financial assessments, implementing legislation and procedures.
• Manage customer email inbox and phone line. Offer a polite and professional service, answering queries, providing reassurance and support, managing customer expectations, and responding to information requests within set timescales.
• Manage own workload, meet key performance indicators & deadline whilst maintaining accuracy levels.
• Keep customer information safe and secure to comply with data protection policies and procedures.
• Follow safeguarding procedures when dealing with vulnerable customers

GCSE - English Language, Maths - Failsworth Secondary School (1987 - 1992)