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Customer Service / Support
Jake Connor

Jake Connor

IT Support

Services provided: IT Support , Customer Support Representatives

Edinburgh, Edinburgh
£11 / hour
Approximate rate


About Jake Connor:

Experienced 1st Line Support provider.


Tier 1 IT Support Analyst 

Revenue and Customs Digital Technology Services Ltd (RCDTS)        

March 2022 – October 2022 

Having spent a year working in the recruitment side of the Information Technologies market with Frank Recruitment, I found myself with a desire to work as an IT professional myself. I was contracted through Reed Jobs to provide first level IT support across all departments within HM Revenue and Customs for the duration of my employment. Having participated in an interview process that evaluated my knowledge of Information Technologies and the various hardware and software problems that typically arise in office settings, I underwent a training programme that further expanded on my existing experience, learning how to handle a wide variety of more complicated issues. At the end of this training programme, I passed an assessment period on my ability to implement the correct fixes on live test calls in a timely manner, whilst meeting the professional quality standards set by Revenue and Customs Digital Technology Services. From this role, I gained an increased appreciation for organisation and prioritising my tasks, as it was up to our own judgement to grade each call based on their severity and how important it was to HM Revenue and Customs that the issue be resolved promptly. Also, I gained more confidence in my ability to work autonomously, as we would be left to handle each call individually, utilising a combination of our own knowledge, the training we received and independent research to correctly identify the root of a given problem and apply the fix.  


Skills and duties 

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.  




IT Recruitment Consultant  









Frank Recruitment Group          October 2020 – October 2021 

As an IT Recruitment Consultant for the top Microsoft Recruiter in the United Kingdom, I went through an industry-leading training program to develop my skills of candidate and account sourcing and handling, how to communicate via telephone and email in a way that is professional and persuasive, how to write bespoke advertisements and enticing copy and how to organise an extensive list of candidates and jobs. My tenure with Frank Recruitment Group has further honed my ability to work autonomously, as I was given free rein to pursue my designated tech markets however I saw suitable. Furthermore, I found it very beneficial to educate myself on the history of the Microsoft Technology that I specialised in, in order to better understand the industry and to enable informative conversations and rapport building over the phone with clients and candidates. Working in recruitment has also reinforced my belief that through tenacity and perseverance, you can achieve your goals, and that you should not quit at the first sign of struggle – whether it was persuading a difficult candidate to work with me or convincing a client with an internal recruitment team of the benefits of working with an external recruiter. Overall, this role has strengthened my passion for helping people and customer interaction, and bolstered my skills of self-reliance, networking and organisation.  


Skills and duties 

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.    





Graduate PPI Case Handler 









Santander UK          March 2019 – October 2020 

In this role, I worked in the financial sector for one of the UK’s leading commercial banks and was responsible for investigating the mis-selling of Payment Protection Insurance (PPI) to customers. After a comprehensive month-long training program and two-week accreditation period, I became qualified to work and organise my own caseload of PPI mis-selling claims. This involved retroactively investigating the customer’s employment circumstances at the time the policies were sold and using that information to independently reach a verdict on their claim. This verdict would then be communicated to the customer (and the customer’s claims company, if applicable) through bespoke letters that would be my responsibility to construct. Additionally, it was my task to calculate any redress the customer would be due in the case of a successful claim and to issue this payment to the appropriate recipient. In many cases, it would be necessary as part of my investigation to communicate with the customer via telephone, were the customer’s information available to us on our systems inadequate for me to reach a decision.  

Skills and duties 

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. 



Prescription Counter-fraud Team  

NHS Business Service Authority (NHSBSA) August 2015 – March 2019 

The Prescription Exemption Team is a counter-fraud department of the NHSBSA responsible for saving the National Health Service millions of pounds via reducing the number of falsely claimed free prescriptions. The role involved analysing a vast quantity of prescriptions and examining them for anyone attempting to falsely claim free prescriptions as well as ensuring that the customer’s personal information on the prescription matched that on our databases. I consider myself privileged to have worked for an organisation so close to my heart and even more so in a department that was directly responsible for saving the NHS money.  

Skills and duties 

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. 



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