Tracey Thorburn

Rates Administration and processes

· Respond to customer queries received by phone, email or service request promptly.

· Daily balancing of the Rates Ledger to the general ledger.

· Maintain Council’s rating database by ensuring requests including but not limited to:

o Change of Ownership notices;

o Direct debit authorities;

o Refund/ transfers requests;

o Change of address and email requests;

· Process solicitor requests for rates and final water meter readings accurately and promptly and save relevant documentation in Councils document management system.

· Manage the monthly direct debit recalculation process including ensuring all templates are updated and letters issued as required.

· Communicate effectively with other teams across Council to ensure all relevant information for the New Owner Information Packs is appropriate and up to date.

Electronic processing of rates rebate applications to Department of Internal Affairs (DIA);

Liaising with DIA as required.

· Provide backup and support to other members of the rates team including for water rates as required.

· Proactively contribute to continuous improvement and maintaining up to date process documentation.

Legislative Compliance

· Keep up to date with legislation/amended legislative frameworks and be able to demonstrate the application of such changes (in work and or communicate them to others).

Project Management

· Effectively manage assigned projects to ensure on time and within budget, monitor and report regularly to manage risk and provide updates to key stakeholders.

· Ensure documentation is current, available as required and is prepared using Council standard templates/documentation.

· Ensure Council processes and procedures are complied with.

Customer Service

· Maintain a professional, courteous, and helpful attitude to all customers (internal and external) ensuring communication is accurate, succinct and in a manner which promotes customer service excellence and demonstrates organizational values.

· Maintain confidentiality at all times.

Teamwork

· Participate willingly and positively in the orientation, training and support of new staff in specific areas, providing coaching/buddy support as required.

· Provide a contribution to or participate in any projects and initiatives within the Group/organisation where required and the opportunity arises.

· Participate in initiatives and contribute suggestions as to improvements and/or efficiencies to enable ongoing quality improvement.

· Demonstrate a collaborative working style and participate as a member of the team undertaking all tasks maintaining positive working relationships with other staff members and internal and external customers.

Financial Management

· Ensure all your financial activity is conducted in accord with current policy and procedures.

· Ensure you work within your financial delegation.

Monitoring and Reporting

· Review, monitor and report on activity or projects as required by the manager.

· Ensure any written reports are produced using Council standard templates and are provided within the required Peer Review timeframes.

Relationship Management

· Build and maintain effective professional working relationship with all key stakeholders.

· Build and maintain effective working relationships with other council staff members based on a collaborative, collegial and cooperative working style.

Information Management

· Take responsibility for ensuring Council information is stored with the appropriate accessibility in the designated systems, using processes and tools as described in the current Information Management Policy.

After returning home from Australia, I took a few months off in Hawkes Bay for the summer months.

While at Foxtel, I worked in a variety of roles throughout the organisation. I started off in billing, and worked my way through to retention, social media specialist work (Facebook, Instagram, email), event coordination, churn reduction strategies, general enquiries and problem solving, escalations, back of house broadband, and other teams. Foxtel provided me with great experiencing responding to emails, phone calls, and web enquiries, and I was also awarded the opportunity to travel all over the country for promotional work at various Foxtel events and kiosks.

I thoroughly enjoyed working for Nature Coast Enterprise. I was fortunate to take on a variety of roles, inclu ding general reception duties, providing first point of contact for customers and visitors, booking meetings, ordering office supplies, sending packages, and all other general office duties, helping to organize Electra Business breakfasts, and other events, and maintaining a structured and organized office environment

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Kept reception area clean and neat to give visitors positive first impression.
• Answered phone promptly and directed incoming calls to correct offices.
• Managed multiple tasks and met time-sensitive deadlines.
• Answered central telephone system and directed calls accordingly.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Restocked supplies and submitted purchase orders to maintain stock levels.