Olivia Phillips

Detail-oriented and reliable Non-Domestic Rates Assistant with over seven years' experience in local government administration. Highly skilled in managing complex customer enquiries, supporting statutory and legislative processes, and working collaboratively across departments to meet service and revenue targets. Known for professionalism, accuracy, and a calm, solution-focused approach in high-volume environments.

Business Rates Assistant - Hackney Council

(2017-11)

• Administer and support statutory procedures for the billing, collection, and recovery of Non-Domestic Rates in line with legislative requirements.
• Manage a high volume of customer enquiries via phone, email, and written correspondence, resolving issues accurately and professionally.
• Provide clear guidance to businesses regarding liability, reliefs, exemptions, and payment arrangements.
• Work collaboratively with internal departments and external agencies to ensure service standards and revenue targets are met.
• Maintain accurate records and ensure data integrity across council systems.
• Deliver a courteous, approachable, and professional service, including in complex or sensitive cases.

Voluntary Placement - Mini Home Nursery

(2016-09 - 2017-11)

• Recorded observations to support assessments of children's development.
• Planned and facilitated age-appropriate activities to encourage learning and growth.
• Contributed to a six-week developmental project focused on individual child progress.
• Communicated effectively with parents and staff regarding children's needs and progress.

Cashier - Sports Direct

(2015-06 - 2015-08)

• Processed customer transactions accurately and handled cash responsibly.
• Assisted customers with product selection and store navigation.
• Maintained visual and organisational standards on the shop floor to support sales.

Public Service Operational Delivery Officer - Public Service - City & Guilds Apprenticeship (2017 - 2020)

Customer Service Excellence – The Hackney Way Training Programme - Customer Service - The Institute of Customer Service (2017)

NCFE CACHE Level 3 Diploma in Early Years Education and Care - Early Years Education and Care - New City College (2015 - 2017)