Administrative Officer - HMRC – Surge and Rapid Response Team
(2024-10)
I have supported multiple high‑priority operational deployments across HMRC and the Ministry of Defence, adapting quickly to new work areas at short notice, learning new skills and being able to adapt quickly to meet targets and KPI’s at a high standard.
- Self-Assessment Data Capture (HMRC): Processed paper Self-Assessment tax returns, carrying out detailed checks to identify discrepancies and ensure accuracy.
- Captured data onto HMRC systems to update customer records in line with guidance and compliance requirements.
- Managed high volumes of work while meeting quality and productivity targets, demonstrating strong organisation and attention to detail.
- Individuals Self-Assessment Telephone Line (HMRC): Managed a wide range of customer queries relating to Self-Assessment tax, including account set‑up, repayments, amendments and return completion.
- Triaged and resolved queries in line with HMRC guidance, escalating where appropriate.
- Maintained accurate and comprehensive digital records following each call to ensure customer information remained up to date.
- Achieved strong performance against KPIs while delivering clear and professional customer service.
- Defence Afghan Relocations and Assistance Policy (ARAP) – Ministry of Defence: Triaged applications and reviewed supporting evidence to assess eligibility and route cases to the correct teams for progression.
- Applied structured guidance and sound judgement when handling sensitive and complex information.
- Maintained confidentiality and ensured accurate digital record‑keeping throughout the process.
- Unity Business Services – HMRC: Worked alongside an Executive Officer assessing pre‑recorded video interview applications.
- Marked applicants consistently against set criteria and provided clear, constructive written feedback.
- Led and supported upskilling sessions for my colleagues as well as identifying issues with the feedback sheets and supporting the improvement and implementation of this.
- Contributed to fair, objective and timely decision‑making.
- Military Housing and Accommodation Support – Ministry of Defence: Raised and drafted Statements of Need for military housing and accommodation requirements.
- Liaised with internal stakeholders and building contractors to gather information and ensure documentation was accurate and complete.
- Submitted statements to contractors to enable timely delivery of required works.
- Strong organisational, planning and time‑management skills in high‑volume environments.
- Confident use of Microsoft O365 tools including Outlook, Excel, Word, PowerPoint and Teams.
- Accurate maintenance of digital records across multiple systems.
- Effective communication with internal and external stakeholders at all levels.
- Flexibility, professionalism and the ability to quickly learn new systems and processes.
- Achieved my Level 3 Operational Delivery Profession certificate at a grade Distinction
- Letters of thanks from Heads of departments for the deployment work
Brook Street contractual work for HMRC
(2023-05 - 2024-10)
During this role, I worked on Data Gathering stage 1 and 2 working closely with CET and MTD (Making Tax Digital) Model Office. I was responsible for gathering data from NPS records and filling in a spreadsheet with information about designatory details of customers, also checking historical notes on NPS and counting all indicators (FPS, Framework, PAYE online, etc). This was to make sure all customers will be able to be moved from NPS/ETMP to the MTD platform.
This job role required an extremely high attention to detail. For the ‘Low Confidence project’ I worked with CET for MTD Model Office. I was trained in using NPS, PAYE Coding Officer, ISSO, TBS, DMS, eFilestore, CRIS and most importantly ETMP. (These are the main systems used in HMRC).
During this, my job was to check which indicators impacted customer records causing bridge failures thus, not allowing the records to be transferred to the MTD platform. For each customer, different software had to be checked. The main software was ETMP, checking for the customers BPN, organisations and additional customer information.
- Communicating with the other members of the team as well as the HMRC managers.
- Reaching daily targets to a high accuracy.
- Familiarity with systems used in HMRC such as WFM, AUI and SA, PAYE Academy and Guidance.
- Collaborating in daily team’s meetings with colleagues and managers to communicate any issues.
- Maintained accurate and up-to-date customer records across multiple HMRC platforms.
- Handled digital records using DMS and eFilestore; experience with scanning systems and digital archiving.
- Competent using Microsoft Office applications such as Excel, Word, Teams, and Outlook.
- I have a quality check rate of 98% during all of my data checks, which shows a consistent high level of quality and quantity, recognised by my manager.
- I received a Simply Thank You letter from CET 1 G7 for my hard work in the job. I was in the top 4 in the Data Gathering Team.
- No lateness, no IT issues, no absences.
Care Assistant and Agency Care Assistant - HC- One
(2022-04 - 2023-05)
As part of my role as a Care Assistant, I was responsible for supporting residents in their day-to-day life. This included a wide range of responsibilities e.g.: supporting residents with personal hygiene, helping during mealtimes, entertaining residents, and making sure that their welfare and comfort is maintained to a high level.
- Demanding but rewarding environment as the hours were long but it was such a privilege working with the residents, their families, professionals, and the other colleagues in the home.
- Comfortable with different conversations and communicating with a wide range of different people for example, having conversations with nurses, residents’ families, and the residents themselves. Being able to adjust my approach to different clients and make sure their needs were met as often, they could be agitated or not feeling well due their mental and physical health illness.
- Taking notes and keeping residents' daily records up to date digitally as well as on paper.
- I also have experience in answering phone calls whereby I either dealt with the query myself or passed it onto a senior carer/ manager depending on the situation.
- Distribution of medicine to the residents.
- Towards the end of my role, I had multiple new staff members shadow me during shifts whereby I would show them the basics of the job as well as assigning them small jobs which assisted in the shift.
- Being a role model and trainer for other colleagues.
- I have learned that I have skills to solve issues and am able to calm service users and manage stress well.
Costa Coffee
(2021-09 - 2022-04)
I have experience working in a well renowned chain coffee shop whereby I adhered to brand standards when serving food, making drinks, cleaning and meeting the requirements of customers.
- First point of contact for customers.
- Dealing with customer requests and working independently and collaboratively in order to meet the requirements of customers.
- Replenishing stock in store and behind the counter.
- Taking payments from customers at the till.
Sainsburys
(2018-04 - 2021-09)
During my three years at Sainsbury’s, I worked in different areas of the store and have experience restocking shelves, working behind the customer services kiosk, on checkouts and even in the Sainsbury’s café. I acted as a first point of contact for customers; handling in-person enquiries on the shop floor.
- First point of contact for customers.
- Dealing with different customer requests and going above and beyond to help them.
- Replenishing shelves, checking stock counts to maintain inventories as well as ordering in new stock to fulfil the demands of the store.
- Taking payments from customers at the checkouts and kiosk.
- Three years’ service within the J.S Sainsbury’s company.
