Claire Haslem

A conscientious and professional trained pharmacist with extensive customer services experience. Currently seeking a new position using customer services, clinical, administrative or teaching and training experience, can be flexible regarding hours of work. A highly organised and efficient individual, able to work with efficiency, learning new systems and protocols, both alone or as a member of a team. A thorough and precise approach to all procedures, protocols and documentation.

Experience in customer services (telephony and face to face) management, administration and training. Previous roles include customer services, office administrator, work from home and call centre, retail manager, hospital pharmacist, primary care pharmacist, pre-registration pharmacist manager and tutor. Independent prescriber with degree in Master of Pharmacy.

Customer Services Administrator - WSA Audiology

(2025-07 - 2025-12)

• Acted as the first point of contact for B2B customers
• Provided level 1 support of handling all incoming interactions and escalating as per correct procedures
• Handled high inbound call volumes whilst also maintaining interactions via live chat and case management
• Accurately entered and maintained data in the CRM system
• Understood and confidently discussed product portfolios across multiple brands with B2B customers
• Worked towards set KPI's and Targets
• Effectively handled complaints in line with regulatory requirements
• Provided trouble shooting solutions to support customer queries
• Assisted and trained customers on specific needs

Customer Services Advisor (telephony) - Lloyds Banking Group PLC

(2023-07 - 2024-10)

First point of contact for customers, providing exceptional service and support through telephony.

• Managed inbound customer calls efficiently and professionally
• Managed outbound calls where required to ensure customer complaints resolution
• Provided accurate information and solutions to customer queries
• Handled account-related issues, product inquiries, and general customer support
• Used telephony systems and CRM tools to log and track customer interactions
• Worked collaboratively with team members to resolve complex customer issues
• Maintained a high level of customer satisfaction through effective communication and problem-solving skills
• Contributed to team goals and participated in continuous improvement initiatives
• Demonstrated excellent communication and interpersonal skills
• Strong problem-solving and customer service orientation
• Showed ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Knowledge of telephony systems and CRM software
• Willingness to learn and adapt to new processes and systems

Pharmacist - Self employed

(2023-01 - 2023-07)

• Practiced as the responsible pharmacist in community pharmacy, ensuring the safe and legal supply of medication
• Supervised pharmacy staff

Primary Care Pharmacist - Spectra Innovative Health solutions

(2021-09 - 2023-01)

• Practiced as an independent prescriber working within scope of practice
• Provided medication review services with patients
• Acted as the practice point of contact for all medicines related matters, establishing positive working relationships
• Supported clinical pharmacists already in post and develop team learning
• Carried out face-to-face and telephone consultations with patients
• Provided advice and support for patients with self-limiting conditions
• Encouraged cost-effective prescribing within the practice
• Reviewed all safety alerts ensuring the required actions are taken
• Reconciled medicines following patients discharge from hospital or clinic appointments
• Reviewed medications for newly registered patients
• Implemented and embedded a robust repeat prescribing system
• Provided subject matter expertise on medication monitoring, implementing and embedding a system
• Carried out targeted medication reviews for high-risk patients
• Required to reauthorise medication for repeat prescribing within scope of practice
• Identified patients suitable for repeat prescribing, liaising with the relevant clinicians as required
• Reviewed and implemented safe prescribing systems for vulnerable patients, improving compliance
• Actively signposted patients to the correct healthcare professional
• Assisted with QOF targets
• Worked from home or on site

Contact Tracing Practitioner - NHS Scotland

(2021-07 - 2021-09)

• Undertook contact tracing and telephone management of cases and contacts for the National Contact Tracing Centre which may be complex and require additional investigation
• Worked to Public Health Scotland protocols and guidance, responsible for completing telephone interviews of COVID-19 cases and their contacts, seeking information to support further investigation of possible sources of infection, providing advice on self-isolation or quarantine; infection control advice and signposting those called to testing or support services as appropriate
• Determined where the case should be escalated to the Health Protection Specialist, as appropriate

Clinical Contact Caseworker - NHS Professionals (NHSP)

(2020-05 - 2021-06)

• Worked flexibly through NHS Professionals (NHSP) Bank providing public health advice, contact tracing and telephone management of a complex caseload
• Worked to Public Health England (PHE) protocols and guidance and responsible for completing the initial telephone interview/assessment of COVID-19 cases who have tested positive, are in self isolation and either vulnerable, unable to use the digital contact tracing or more complex cases requiring direct input
• Managed complex contacts/calls escalated by staff in Tier 3
• Formed part of a team of contact tracers who normally provide the first point of contact of cases of COVID-19
• Undertook case interviews and performed an initial public health risk assessment of COVID-19 cases identified for contact tracing in line with the contact tracing and management protocol and further protocols or guidance as indicated
• Ensured the timely and accurate recording of information from those interviews using systems provided
• Provided clinical advice to cases and their contacts as directed by protocols and procedures. Escalated and referred challenging or complex cases or incidents and outbreaks of COVID-19 to the team leader or local authority

Senior Clinical Pharmacist - Wirral University Teaching Hospital NHS Foundation Trust

(2005-08 - 2017-01)

• Practiced as an independent prescriber
• Attended daily consultant ward round, providing advice to other healthcare professionals
• Provided teaching and training of junior doctors and nursing staff
• Acted as the practice point of contact for all medicines related matters, establishing positive working relationships
• Supported clinical pharmacists already in post and develop team learning
• Carries out face-to-face consultations with patients
• Provided counselling, advice and support for patients regarding medication
• Encouraged cost-effective prescribing within the trust
• Reviewed all safety alerts ensuring the required actions are taken
• Reconciled medicines following patients' admission, inpatient episode and discharge from hospital
• Reviewed medications for inpatients
• Provided expertise on medication monitoring
• Carried out targeted medication reviews
• Administration
• Management and successful mentoring of junior pharmacists and trainee pharmacists

Retail Manager - Max Spielmann photographic services Ltd

(1986-06 - 1996-06)

• Staff recruitment
• Stock control
• Audit
• Staff training and supervision
• Administration

Independent prescriber - University of Chester (2012-09)

Registered pharmacist - General Pharmaceutical Council (2005-08)

Master of Pharmacy (MPharm) - Pharmacy - Liverpool John Moores University (2004-07)

Access to Higher Education Diploma - Science - Wirral Metropolitan College (2000-07)