Abbey .

From a Sports Instructor in the Air Cadets to the Civil Service.

I started in the Air cadets as a 13 year old, which sparked my interest in sports which progressed into my adult life. I went to college, followed by an appreniship, both these following my love for outdoor sports. My career changed massively due to my family life changing by having children. I didn't realise until I had children how much my priorities changed, including looking for a better work life balance. I changed jobs and careers a few times including working in the travel industry, coffee shops and even a pub landlady. All while trying to find what best suited me and my family. I joined HMRC in 2017 after a friend recommended working for them.

Complaints Investigation Manager

I really enjoy my current role. I like to know why! I am that person on a training course which will be asking questions, wanting to know why and asking for the bigger picture. As a Complaints Investigation Manager, I am responsible for my own workload and the time I spend on a case. This can be questioned by higher management, so I need to make sure that there is a full audit trail of my actions and reasoning. When I first get a case, I first read the complaint and note down any individual points that have been made. I then look at these in-turn to come to my conclusion. I look at the first point raised, see if this is an error and if it is how it was caused. I then look at resolving it. Initially I will try to correct an error/mistake myself and if that is not possible, I would need to communicate with another department to have them do the correction. This is generally done by email to ensure an audit trail is kept. Once all areas have been resolved I then need to communicate this to the customer. Depending on the situation of the complaint, I communication with the customer via telephone, email or letter. The final task is to update all the relevant systems and customer records to show the complaints investigation has been resolved. If the customer remains dissatisfied, it is my role to provide the next investigating team of complaints with the necessary information.

I'm passionate about solving customer complaints through Investigation

One of the main motivations is to change my own thinking and my perception of other people thinking that “I am good at my job even though I am dyslexic” to “My dyslexia helps me to be even better at my job”. I have always had a keen eye for noticing things that don’t look right or if something has been changed. Having these skills are very useful when being an investigator and having to appreciate a deep level of detail. I have a strong desire to understand why? Why something has happened? What has caused the result which has led to an error or mistake? Due to my dyslexia, I am a non-linear thinker which allows me to connect the dots that other people don’t see and there-fore solve problems from a different perspective. I really enjoy this role due to the diversity of the cases, as each case expands my knowledge in my area of tax. This allows me to develop and to be able to do a better job.

Just "Be Honest"

My one piece of advice is “Be-Honest” If you require any reasonable adjustments or assistance, “be honest” in your job application. “Be honest” in your training. If you don’t understand something, then speak up. If you need something to be explained again, “be honest” and say you didn’t understand. “Be Honest” with your aspirations, aims, goals for your career, there are many opportunities which may be applicable for you. “Be Honest” with yourself and keep your work/life balance right for you. My experience - I have been honest about my dyslexia. I have received additional help and support throughout my entire HMRC experience. I learnt an enormous amount about myself during "Coping strategy sessions" which allowed me to be more honest with myself and my manager. Finally, don’t be scared to question things.

To be deemed trust-worthy in myself and for others

Throughout my life there have been multiple occasions in different context where I have been put into a position of trust. As a young adult I was trusted to run a day’s coaching for over a hundred people. This included managing other coaches, the running of sessions, while considering everyone’s abilities and ensuring everyone had a lunch break. At the time I was one of the youngest coaches within my area. Having this level of experience was new to me and it felt good to be given this level of trust. Due to the success of the day, I was called upon to run this event again for 3 years running. Another achievement is getting to where I am today. When applying for HMRC I thought I would never get the job. I had such a negative relationship with myself and my dyslexia which resulted in me thinking I wasn’t good enough to do “a role like that”. I have since accepted my dyslexia and now know it helps me do my job with a different perspective to others giving HMRC increased diversity of skills and knowledge.