Jake Connor

Providing technical support across all business areas within HMRC from inbound calls, emails and live chats in a timely and efficient manner, either implementing a solution myself or escalating the request to the appropriate subdivision of the IT Support department. 

Implementing solutions for a wide range of hardware and software issues including but not limited to; updating business software, VPN troubleshooting, granting shared mailbox permissions, account unlocks and password resetting, account creations, user access role grants, hardware performance analysis, arranging replacement hardware, user guidance on updated software changes. 

Ensuring that throughout all calls and correspondence I conduct myself in-line with the quality standards stipulated by RCDTS to ensure professional care and service is offered to all users, which was confirmed by weekly reviews with my department leader.  

Using my judgement to prioritise or escalate each issue raised based on how it would affect the business as a whole and the seniority of the user in need.  

As business software was updated, it was my responsibility to keep myself abreast of the new fixes, whilst maintaining older version knowledge.  

All issues raised, and solutions offered, would be logged in detail on the RCDTS database to ensure accurate record-keeping and to assist in our investigation on any issues that were re-raised.  

Being a part of a supportive office environment and taking an active role in discussions when homebased, I would offer assistance to any colleague struggling to find the solution to a case, as well as offering advice and mentoring to new starters.  

Account handling – I was responsible for both creating and maintaining professional relationships with my own roster of candidates and accounts through marketing and regular scheduled communication in order to ensure repeat, satisfactory business.   

Marketing – bespoke jobsite adverts, social media outreach and personal emails would be written for every role I was sourcing for, making sure to highlight the pertinent selling points of the role and employer in a way that targets the intended candidate. 

Data gathering – when discussing a requirement with a client, I would thoroughly investigate the reasons for why they were hiring and what it was they were looking for, and then use these criteria to inform my marketing strategy and ascertain a candidate’s suitability.  

Market knowledge – as a Recruitment Consultant, I found it very beneficial to educate myself on how the job market for my Microsoft product was developing in my allocated region, so I could better advise candidates and clients and persuade them of the right move. For instance, I have consulted a trepidatious candidate in a stagnant position to change to a job that was initially not a pay rise, but from my market research, would in the long term be massively beneficial for their career, significantly increase their market value and open the doors to more lucrative positions at prestigious companies – this candidate has expressed extreme satisfaction with my service and the trajectory his career has since taken.  

Organisation – I would have dozens of candidates in my roster at a time, familiarising myself with each of their employment histories and skillsets, so that when a new job would arise, I would have a selection of suitable candidates ready to be sent to the client.    

Organisation – cases would have to be prioritised and worked in order to meet the requirement of issuing a response within the legally given timeframe from receiving the complaint. 

Accustomed to meeting high standards of quality in my work, both legal (in accordance with the Financial Conduct Authority’s regulations) and corporate. 

Financial Experience – through both calculating and distributing redress where appropriate, I have gained valuable experience in handling finance. 

Proficiency with Microsoft Excel, which was used to log cases, perform calculations and keep track of my workload. 

Independence– responsible for working through my own caseload allocated to me. 

Communication – I have practiced my skills of communicating in a professional manner, both with customers via telephone as part of my investigations, and with my colleagues in an interpersonal office environment. 

Adaptability and Learning – with both corporate and financial regulations constantly changing, this role required me to keep up to date with the latest changes and how they would affect the case handling process, ensured through the mandatory passing of monthly tests on these updates. 

Experience with handling the sensitive personal data of patients in accordance with the Data Protection Act. 

Processing data at a very fast rate whilst maintaining a high degree of accuracy in my work. 

Flexibility – worked in other departments and data streams for the BSA when needed, demonstrating an ability to adapt as part of a dynamic workforce. 

Teamwork – took on the extra responsibility of training new team members, offering guidance and help to my co-workers and contributing to a friendly office environment.