Keith Millward has 24 years of experience in the public sector, including roles as a caseworker, team leader, and trainer. He has strong communication, organizational, and customer service skills. He is currently looking for a new challenge that will utilize his skills and experience.

1. KEITH CHARLES MILLWARD
29 Hambrook Close, Wolverhampton, WV6 0XA • Mob: 07443 452372 • keith_millward@hotmail.com
PROFILE
I am looking for a new challenge that will utilise my 24 years experience of working in the public sector and keep me fit and active. I
have proven excellent communication and interpersonal skills with the ability to get on with people of all backgrounds. Experienced
working in and leading teams to achieve and exceed targets and outcomes. I can deal with queries and complaints in an efficient and
professional manner always putting the client first. I have experience training new colleagues. I possess excellent organisational skills
with a keen eye for detail. Currently looking for a role to showcase my skills and enhance them.
KEY SKILLS
l I have attained a high level of customer service ability
l IT expertise, including Microsoft Office software.
l Coaching and managerial experience.
l Volunteering and mentoring skills.
l I hold a full, clean UK driving licence.
WORK HISTORY
Legal Enforcement Executive Officer caseworker
CSA
Brierley Hill
Oct 2015 to Apr 2016
I requested a change in role as I needed a new challenge, having worked on the Accounts Reconciliation Team (ART) since its
conception. My new role on Legal Enforcement was something completely new to me and I underwent a steep learning curve.
Achievements and experience: Many cases became compliant just by using these tools as a threat. When some Non Resident Parents
(NRP) realised what could be done and the possible ramifications, they were quick to make agreements. My debt negotiation skills
acquired from previous posts helped me in securing a number of high value agreements, often clearing the entire liability. I also
attended the Birmingham Magistrates Court with a Court Presenting Officer to make myself more aware of the court process to assist in
this role and gain experience.
My Role
l Bring outstanding non-compliant cases up to date
l Decide the best course of action to seek compliance.
l Attempt to contact the client to negotiate the arrears.
l Consider bailiff action, charging orders, deduction orders or referring the debt to Credit Reference Agencies.
Accounts Reconciliation Executive Officer caseworker
CSA
Brierley Hill
May 2012 to Sep 2015
A specialist team was set up to work solely on cases where overpayments had been identified. By ring fencing this work it was hoped that
the monetary accuracy level would improve. This role required a high level of discretion, sensitivity and negotiation skill. Especially as
comparatively large sums of money were often involved.
Achievements and experience: I was often top of the weekly statistics list in having the most reimbursement declines, which highlights
my strong negotiation and persuasive techniques. The specialisation of this work improved the process and payment accuracy greatly
and I played a major part in this successful project.
My Role
l Identify overpayments and complete a full reconciliation of the accounts.
l Consider the cause of any overpayments.
l If appropriate, and using my discretion, contact the NRP to offer reimbursement.
l Negotiate any repayment from the Parent With Care (PWC) to replenish the public purse.
Historic Debt Enforcement Executive Officer caseworker
CSA
Brierley Hill
Apr 2011 to Apr 2012
Achievements and experience: I successfully completed debt negotiation in most cases without the need to refer the cases for legal
enforcement action.
My Role
l Identify non-compliant clients.
l Investigate and assess any changes of circumstances to bring them up to date to establish a true debt figure.
l Carry out trace action procedures to identify the clients’ source of income using Inland Revenue data, checking on JCP (Job
Centre Plus) information and information gathered via the PWC.
l Seek agreement and negotiate with the client to secure all or part of the debt owing often implementing a Deduction of
Earnings Order (DEO) if the NRP was unwilling to cooperate.
l Form good working relationships with employer’s payroll departments in order for the process to work smoothly.
Taskforce Consolidator/Trainer
CSA
Brierley Hill
Jun 2010 to Mar 2011

2. Achievements and experience: During end of year activity I successfully attained payments resulting from using the office mobile phone
and formal letter writing. I then championed this to colleagues as it was successful. I was accountable for collecting 27 payments
totalling £23 273.61. I collected the 2 highest payments on the command. I received a number of personal bonuses and received a
personal thank you letter from the CSA Operations Director, commending my efforts. The Debt Enforcement Senior Manager also used
one of my cases as a training example to highlight my strong debt negotiation techniques.
My Role
l Classroom coach and ‘floor walker’
l Respond to, and resolve, my colleague’s technical questions and IT issues.
l Deliver classroom training, complete pre adjudication checks and provide feedback.
l Where errors were found, I would assess; identify any training needs and coach staff as appropriate.
l Cover line manager duties and assist in HR issues. For example: I supported a member of staff who had returned to work from a
lengthy period of sickness and attended counselling sessions with him to help him back to work.
l Conduct Back To Work interviews with colleagues.
l In the class environment, to act as line manager when Display Screen Equipment (DSE) action and authorisations were
required. i.e. Advise & Guidance referrals and liaison with IT for system access/de-suspension.
(Promoted to) Complex Case Worker - Exectuive Officer
CSA
Brierley Hill
Mar 2007 to May 2010
Achievements and experience: Having undergone a steep learning curve I felt confident in dealing with all aspects of my role. I often
provided technical support for other colleagues on my team. I felt that my substantial DWP knowledge coupled with the recently gained
CSA expertise, equipped me to take this forward for the benefit of Commission.
My Role
l Maintain a workload of around 30 cases (often more).
l Use analysis and negotiation skills to assess variations, disputed paternity issues, directors accounts, self employment
calculations, debt negotiation and complex account breakdowns.
l Use my thorough knowledge of CS2 and other IT tools, such as Caseworker On Line, in order to bring about successful outcomes.
l Act as team leader when required; covering and taking supervisor calls.
Pension Credit Changes Team Leader
The Pension Service
Sheldon, Birmingham
Oct 2005 to Feb 2007
Role summary: Organise and lead 12 Administrative officers and 2 Administrative assistants. Motivate, coach, plan and facilitate
efficient workflow to improve departmental performance. Organise telephony cover; react to customer complaints and promotion report
writing. Deal with resource management and HR issues competently and professionally.
Income Support Trainer & Mentor
Job Centre Plus
Wolverhampton
Jan 2005 to Sep 2005
Role summary: As a volunteer, mentor newly recruited members of the Benefits Processing Centre (BPC). Initiate the training process for
my colleagues and mentors from other offices by setting up shared folders. Investigate ways processes could be improved.
I highlighted particular areas of work where errors were common. I constructed a list of the majority of changes, so that mentors could
easily identify the changes that needed to be demonstrated by their trainees. My intervention ensured continuity for the trainees and the
sharing of good working practices amongst the other mentors. I raised concerns with the Telephony HEO and updated management and
the trainees on the progress being made. By completing my mentoring ahead of schedule, trainees were up and running far quicker than
expecting, enabling the Midlands Pension Centre to take work from other offices.
EDUCATION & QUALIFICATIONS ATTAINED
Wolgarston High School Penkridge, Stafford
Sep 1989 to Sep 1991
A-Level Economics, Mathematics, Physics.
GCSE Mathematics, Additional Mathematics, English language, English Literature, Physics, Commerce, Geography, Environmental
Science, Information Technology.
TRAINING
Auctus Training Solutions Limited - Birmingham July to August 2016
l Personal Track Safety (PTS)
l Track Induction Course (TIC)
l OLEC1
l Asbestos Awareness
l Environmental Awareness
l Small Tools
REFERENCES
For DWP/CSA/JCP correspondence contact... Tel: 0845 600 1405 Fax: 0191 216 2563 Fax for reference requests:0191 216 6591 Postal
Address: Newcastle Employee Services Centre Block 9, Belsay House Benton Park View Longbenton Newcastle-Upon-Tyne NE98 1YX
Business Hours:Mon-Thurs: 8:00am to 5:30pm Friday: 8:00am to 5:00pm.