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.
