Bethany Miller
Residential Care Practitioner
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About
I am a compassionate and dedicated Residential Care Practitioner with strong experience supporting children and young people with complex emotional and behavioural needs. Proven track record in case management, customer service, and debt recovery across various sectors. Skilled in trauma-informed care, behaviour management, and multi-agency collaboration, with excellent communication, problem-solving, and organisational abilities.
Experience
Residential Care Practitioner - GSM Ardent – Children's Care Home
(2025-01)
Deliver high-quality, child-centred care to young people with complex emotional and behavioural difficulties.
- Build positive, trusting relationships to promote emotional resilience and development aligned with therapeutic care plans.
- Act as key worker for assigned children, planning and delivering tailored key work sessions targeting individual goals.
- Support children in daily routines including personal care, education, and leisure activities to encourage independence.
- Implement trauma-informed care and behaviour management strategies to effectively respond to challenging behaviours.
- Maintain accurate records, including daily logs, incident reports, risk assessments, and care plan reviews in compliance with safeguarding and Ofsted standards.
- Participate in multi-agency meetings to contribute to holistic care planning and service delivery improvements.
- Engage in continuous professional development through training, reflective practice, and team collaboration.
Collections Agent - Payl8r
(2024-07 - 2024-12)
- Managed customer accounts in arrears, guiding clients through repayment options and credit impact education.
- Negotiated payment plans using effective questioning and active listening to meet both customer and business needs.
- Liaised with third parties regarding debt management, insolvencies, and bankruptcies.
- Assisted vulnerable customers with tailored financial solutions, offering reassurance and support to reach optimal outcomes.
Litigation Assistant (Housing Department) - Greenhalgh Kerr Solicitors
(2024-04 - 2024-06)
Position ended due to internal restructuring after five weeks.
- Supported litigation efforts for private, student, and Build-to-Rent housing providers.
- Managed diverse client cases in housing and finance sectors, working collaboratively with clients and courts.
Case Manager (Long Term Impaired Loans) - Lloyds Banking Group
(2019-03 - 2024-04)
- Managed a portfolio of 250+ customers experiencing long-term financial difficulties and arrears.
- Conducted detailed mortgage account analysis and customer engagement to identify suitable repayment solutions.
- Liaised with senior management and cross-functional teams to achieve fair outcomes, including delivering panel presentations.
- Utilised data analytics to identify trends, improve customer experience, and reduce impairment costs.
- Collaborated closely with Vulnerability and Customer Protection Teams to ensure tailored support for vulnerable customers.
- Proficient with internal systems: DM9, UFSS, SACP, CMS, CRS, Dataflow, Excel.
Customer Service Advisor - Scottish Power
(2018-11 - 2019-02)
- Assisted customers with gas and electricity billing enquiries and resolved account issues.
- De-escalated irate callers by providing clear explanations and corrective actions.
- Managed billing adjustments, complaint resolution, and communicated key service trends to management.
- Trained new staff on legacy systems and customer service processes.
Case Manager - Restons Solicitors
(2017-12 - 2018-08)
- Supported customers through financial difficulty and debt recovery processes.
- Managed inbound customer calls and administrative tasks related to caseloads.
- Negotiated affordable repayment plans, liaised with clients and courts as needed.
- Gained knowledge of bankruptcy, IVAs, CCJs, attachment of earnings, and bailiff procedures.
Customer Service Advisor - Capita CCM
(2016-08 - 2017-11)
- Delivered support for energy billing enquiries via telephone and electronic correspondence.
- Handled complaints, backdated bills, and provided high-quality customer communications.
- Led quality assurance efforts and supported new starters through probation.
Cake Shop Assistant - Morrisons
(2014-11 - 2016-07)
- Delivered excellent face-to-face customer service in a busy retail environment.
- Managed stock preparation and cleaning during late shifts independently.
- Assisted other departments and regularly offered weekend overtime.
