Geneva Lewis

Experience

• 

  LINK FINANCIAL LIMITED

  Nov 2002 - Jul 2006

  Accounts Receivable Clerk

  Working within the busy call centre my duties included:• Liaising with and speaking to third parties e.g. (Pay plan , CCCS, CAB)• Chasing all clients for over due payments• Setting up payment plans for clients and closing their accounts once full payments were made• Transferring clients to debt management companies• Taking and processing payments from customers over the phone• Sending out correspondence to customers and third parties• Updating all client records and account information Show less

• 

  Vangent, Inc.

  Nov 2010 - May 2011

  Customer Service Officer

  Working within the busy call centre my main duties were;• Taking out of hours emergency calls for 6 different local authorities• Raising tickets for contractors carrying out emergency repairs in residents homes• Logging calls for and liaising with the on duty out of hours Social Workers• Booking homeless people into emergency accommodation• Reporting noise and nuisance calls to the anti-social behavior team• Logging details for all major emergencies and dispatching them to the relevant contractors• Arranging temporary accommodation for tenants in buildings with major emergencies I.e . Flooding, Fire, infestation Show less

• 

  Southwark Council

  May 2011 - Oct 2018

  Working as a customer resolution team leader my duties include:r •. The daily supervision of the repairs, antisocial behaviour and repairs over dues team• Monitoring the daily call stats and surveys• Managing annual leave and sick leave via ESS• Managing daily attendance log via Atracs• Conducting monthly 121’s and annual appraisals• Induction of new staff• Updating the daily Stats via Avaaya for the repairs and Environment and leisure team• Updating surveys stats via Govmetric• Leading on team meetings and delegating new processes and systems to the team• Conducting DSA assessments on all staff Show less As part of the fulfilment team, my duties were; • Responding to customers request and posting out Nursery, primary and secondary school applications • Electoral role application forms • Southwark councils home insurance application forms • Housing Benefit appointment letters • Pest and bed bug Appointment letters • Damp information packs • Scanning and uploading Disabled travel applications • Franking of daily correspondence for postal collection Show less

  • Business Support Officer

    May 2011 - Oct 2018

  • Customer Resolution Team Leader

    Mar 2015 - Mar 2016

  • Business Fulfilment Officer

    May 2011 - Mar 2013
• 

  Southwark Council

  Oct 2019 - now

  Maintain an effective system for recording, controlling and responding to all requests for information received by the Council under the provisions of the Freedom of Information Act 2000.To identify and source all material within the Council which relates to Freedom of Information or Subject Access requests.To ensure responses to requests and the associated disclosures are timely, accurate and compliant with regulations, policies and internal processes.To prepare material for disclosure and send in line with policies.Ensuring accurate records are kept of requests,acknowledgements, responses, disclosures and the use or proposed use of any exemptions and any associated correspondence.Liaising and consulting with internal and external stakeholders.Liaise and work closely with the FOI team, in order to process requests effectively and compliantly.Liaising with the Manager to provide assurance that decisions regarding redaction, disclosure and exemption are appropriate, justified and proportionate. Show less My current role is managing a team of 6 permanent and temporary staff and together we deliver the most efficient and seamless 1st Response Repairs service to Southwark Council service users and residents.I am able to communicate effectively with Human Resources when necessary for example during sickness guidance/capability reviews, leave and maternity policies. I am also aware of the guidelines and protocol and the sensitive nature of this. I have demonstrated the ability to communicate effectively with senior management and colleagues at all levels, the tenacity to meet organisation objectives and targets even under challenging situations. The Covid-19 Pandemic being the most recent and most challenging situation, has seen all my staff working remotely from home. We have all adjusted to new ways of working whilst still delivering a high level of customer service.I have established a good working relationship with internal and external clients on a range of issues. I have good negotiation skills which I have used to the advantage of the organisation on numerous occasions.On a day to day basis I Monitor the different queues and inboxes via 8x8 to ensure our services are within the correct SLA I also manage all annual leave and sick leave via ESSConduct Monthly Risk assessments whilst staff are working remotely from homeTrain new staff and dispatch office supplies and equipments to accommodate remote home workingOther day to day responsibilities include:• Managing daily attendance log via Atracs & 8x8• Conducting monthly 1-2-1’s and annual appraisals• Induction of new staff• Updating the daily Stats via 8x8 for the 1st response team• Leading on team meetings and delegating new processes and systems to the team via MS Teams• Conducting DSA assessments on all staff Show less

  • Information Officer

    Nov 2020 - now

  • Customer Service Support Team Leader

    Oct 2019 - Nov 2021