1. Landgate Positions in Full
May 2014 – January 2015
Title
Valuation Information Services Officer
Duties
Monday – Thursday – working with Valuers updating databases and spreadsheets.
Field work with Valuers – property inspection.
Scan documents into valuation system
Email requests for information from rental companies and other organisations
Answer telephones
Friday – as above
Assist on public counter
Lodge documents
Search land, valuation, title and survey information/documents for customers
Handle monies
Balance till
Answer emails for information requests
Answer telephones
Participate in staff rosters
December 2013 – May 2014
Title
Customer Centre Leader – Document Acceptance
Duties
Manager, Document Acceptance Counter Team
Team Responsibilities
Accept documents over counter for lodging
Receipt payment for documents
Check with Advice Officer for suitability of lodgement
Manager, Listing and Fitting Team
Team Responsibilities
Receive, vet and lodge documents from post and Perth Branch Office
Allocate and distribute documents to appropriate examining group within company
Enter correspondence distributed throughout registrations branch into TRIM
Receipt correspondence
My Responsibilities
Hold monthly team meetings

2. Assist teams where necessary
Attend meetings
Assess team members for training needs
Keep track of absences
Ensure management is aware of low staffing levels or any other problems
Troubleshoot problems as far as possible before involving management
Approve timesheets and GPS plans
Coach teams where necessary
July 2013 – December 2013
Title
Customer Centre Leader – Customer Contact Centre
Duties
See duties prior to April 2013 – when the trainee period had completed, I returned to my duties in the
Contact Centre.
April 2013 – July 2013
Duties
Trainee Examiner Level 2
One month training on Discharges of Mortgage, Transfers and Mortgages.
Once training completed my duties were to
Ensure documents were completed as per the Land Registration Practice Manual and the Transfer of
Land Act (1893).
Investigate missing information missing on the forms
Resolve any missing information.
May 2012 – April 2013
Duties
Customer Centre Leader – Customer Contact Centre
See duties prior to March 2012 – when the Expression of Interest had completed, I returned to my duties
in the Contact Centre.
March 2012 – May 2012
Duties
Acting Valuations Review Officer
Receive Objections and Queries from land owners relating to their rates and/or taxes.
Investigate details of Objections and Queries on valuation system, including land details, Valuation Entity
(VEN) details, ownership details, valuation details.
Investigate land details in TRIM (including VEN) Context (Records) for existing file for the property.
Book file through Records Enquiries.
Create files for properties without files where necessary. Create document records for every Objection
and/or Query received.

3. Provide details of valuation queried.
Attach all documents related to Objection or Query into the file and allocate to the Regional Valuer.
Follow procedure and existing protocols for file and label creation and for label printing.
Send decision letters from Valuers to Objectors and relevant authorities.
Ensure all documents reflect the correct information.
Ensure review information included letters are sent to customers.
Send letters to relevant authorities advising them of decisions made.
Follow existing procedures for labelling envelopes to relevant authorities.
Mark files back into records.
Ensure Job Cards are closed correctly
Ensure the valuation system is updated to reflect the decision where necessary.
January 2008 – March 2012
Duties
Customer Centre Leader – Customer Contact Centre
Customer Service - taking phone calls, answering customer queries, assisting other team members with
difficult problems and/or phone calls.
Answering emails sent through by customers with regard to queries on orders or changes to access as
well as errors on Landgate’s online systems.
Use a variety of programs, including spatial programs to assist customers in finding property and
information with which to order surveys and titles.
Registration progress (queue) – assist customers with calls relating to currently progressing matters,
estimating time that lodgements may take to complete, advising when titles will issue and whether they
have or not.
Advise customers of estimated turnaround times with relation to lodged deposited plans, strata plans,
applications for new titles and other documents.
Pass calls through to examiners where appropriate.
Customer Service (queue) – assist customers with how to use our Online Shop, My Landgate (remote
searching system for account customers), Property Finder, Electronic Advice of Sale, Map Viewer.
Correct errors with regard to orders placed by customers where Landgate’s data has been incorrect or
inconclusive.
Mapping and General Enquiries (queue) – pass calls through to other areas of Landgate for customer
assistance.
Advise customers of cost of a variety of maps including topographical and cadastral as well as a variety of
aerial photography, including laser printing costs and laminating costs.
Street Address Enquiries (queue) – assisting customers find streets that have not been included in the
street directory
Switchboard (queue) – take general enquiries calls and analysing them for delivery – either to other
Landgate officers or to queues.
Tenure Sales (queue) – advise customers how to purchase products or to arrange services, ie. Advice,
historical, complex, air photo.
SLIP (queue) – assist (limited) customers with access to SLIP.
Property Valuation enquiries (queue) – analyse calls for delivery to correct Valuer.

4. Sales Data & Reports (queue) – assist customers with purchasing sales reports through the Online Shop.
Training – provide on the job training for new team members in the Customer Contact Centre. Create
training documents and assistance documents for new team members.
Provide information posters to be fastened to the walls of the Customer Contact Centre.
Create and deliver training packages.
Supervisory – support Operations Leader in supervising the Contact Centre team, including negotiation
skills, ad hoc training, assisting with difficult or complicated customer calls or emails.
Create Wikipedia documents (knowledge centre) for the Customer Centre for staff referral and training
assistance.
Meetings – attend and run meetings in the Customer Centre.
May 2007 – January 2008
Duties
Customer Centre Leader – Front Counter
Counter – running public counter, both mapping/aerial photography & tenure
Mapping Sales – running mapping/aerial photography sales
Counter – talking to customers regarding orders and analysing requests and problems
Liaising with IT regarding one-stop-shop
Liaising with staff regarding rosters
Analysing requests
Mapping sales – talking with customers over the phone, filling in on front counter, reporting workloads and
expected turnaround times for team, filling in at team jobs
Advising customers of expectations
Sending out orders
Meetings
March 2006 – May 2007
Duties
A/Senior Customer Contact Officer
Supervise contact centre and assist customers with difficult problems.
Check database integrity and ensure data accuracy.
Assist colleagues and team with difficult problems.
Find solutions to problems.
Produce system messages for Landgate for scheduled and emergency outages.
Staff training.
Produce training documents for procedures in the Contact Centre.
April 2005 – March 2006
Duties
A/Customer Contact Officer

5. Answer calls in the contact centre regarding remote users logging into the mainframe system and the
Landgate system.
Answer calls regarding general searching queries, from credit card orders to customers who are looking
for jobs that have not been received or have been corrupted in the delivery.
Add and remove customers from both the Landgate and mainframe systems.