Mark Speake

Manage client relationships and day-to-day communications for US real-estate professionals in a fully remote environment. Use GoHighLevel, Zendesk and VoIP systems for lead management, follow-ups, customer enquiries, CRM records and day-to-day digital-agency support.

Processed tax-refund applications using HMRC online systems, verifying information, making accurate eligibility decisions and handling related enquiries across phone, email and digital channels.

Assessed Universal Credit claims and made benefit-entitlement decisions by examining claimant evidence and the facts available. Handled enquiries across telephone and digital channels and supported Work Coaches with job-matching referrals.

Processed incoming email and letter correspondence, created and updated case files, and provided administrative support to the operations team. Drafted responses to members of the public and routed information to the appropriate team within the complaints process.

Owned complex telephone cases for a 24/7 property-emergency service, deploying the appropriate trade and keeping customers informed through to resolution. Applied client policies and in-house procedures accurately while handling difficult and time-sensitive customer situations.

Managed grant-making activity across a geographical area, covering pre-application support, assessment, grant management and post-award relationships. Assessed how applications aligned with funding priorities, made judgements on progression and signposted organisations to other opportunities where appropriate.

Researched, analysed and interpreted changing UK tax legislation and explained complex requirements and implications to customers in clear, straightforward language. Met with customers, collated information, completed detailed tax computations and progressed the forms and administrative work needed to establish tax liabilities.

Grade: Merit

BTEC National Certificate in Business Studies with Merit.

Grade: Merit

BTEC First Diploma in Business Studies with Merit.