Deputy Supervisor (Alloy Wheel Repair Team)
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Initially joined the contact centre, where I was responsible for handling customer enquiries and booking requests via telephone and online channels. Following the COVID-19 furlough period, I was given the opportunity to progress into an apprenticeship within the Alloy Wheel Repair Team in September 2020. Since completing my training, I have developed comprehensive technical experience in alloy wheel refurbishment and repair.
I have progressed to Deputy Supervisor, where I am responsible for liaising with customers and internal departments to coordinate repair timescales, provide updates on wheel completion, and ensure work is completed to the required quality and specification. I also support the day-to-day operation of the team and help ensure jobs are completed efficiently and to customer expectations.
Deputy Supervisor (Alloy Wheel Repair Team) at Halliwell Jones (2019-09 – Present)
Initially joined the contact centre, where I was responsible for handling customer enquiries and booking requests via telephone and online channels. Following the COVID-19 furlough period, I was given the opportunity to progress into an apprenticeship within the Alloy Wheel Repair Team in September 2020. Since completing my training, I have developed comprehensive technical experience in alloy wheel refurbishment and repair.
I have progressed to Deputy Supervisor, where I am responsible for liaising with customers and internal departments to coordinate repair timescales, provide updates on wheel completion, and ensure work is completed to the required quality and specification. I also support the day-to-day operation of the team and help ensure jobs are completed efficiently and to customer expectations.
Acceptances Officer at M&S Bank (2017-10 – 2018-10)
Responsible for assessing customer cases to ensure accuracy of customer information, compliance with regulatory requirements, and identification of any potential breaches. Process payments and maintain detailed account records, documenting actions taken and outcomes achieved. Work closely with the Financial Ombudsman team to support complaint investigations, preparing and coordinating case files to ensure submissions are accurate, complete, and delivered within required timescales.
Collaborate with multiple departments to facilitate recalculations, conduct quality assurance reviews, and identify and rectify errors within investigation and first-contact processes. Provide constructive feedback to support continuous improvement, enhance operational accuracy, and strengthen customer outcomes.
Enquiry Officer and Case Administration Officer at Ombudsman Services (2016-02 – 2017-10)
As an Enquiry Officer, I acted as the first point of contact for complainants, gathering and assessing information relating to complaints and presenting case details in a clear, structured format to support Investigation Officers. Responded to customer enquiries, providing case updates, requesting additional information where required, and ensuring effective communication throughout the complaints process. Within the Case Administration team, monitored complaints that had exceeded agreed target timescales and liaised with organisations to obtain progress updates and assurances regarding the implementation of agreed remedies.
Maintained regular communication with complainants, providing updates and ensuring they were informed of outcomes and next steps.
Career Break (2018-10 – 2019-12)
Took a planned career break following significant family bereavements, during which I prioritised my wellbeing and focused on supporting and raising my daughters. This period allowed me to manage important family responsibilities, recover from a difficult period, and establish a strong foundation for returning to professional employment with renewed focus and resilience
2+1 degree in Public Services – Manchester Metropolitan University (2009 – 2014)
Edexcel level three B-TEC National Diploma in Uniformed Public Services – Riverside College (2007 – 2009)
OCR level two Key Skill in Communication – Riverside College (2007 – 2009)
OCR level two Key Skill in Adult Numeracy – Riverside College (2007 – 2009)
OCR level two Key Skill in Application of Numeracy – Riverside College (2007 – 2009)
GCSE in Art and Design – Saints Peter and Paul Catholic College (2002 – 2007)
GCSE in Science – Saints Peter and Paul Catholic College (2002 – 2007)
GCSE in English Language – Saints Peter and Paul Catholic College (2002 – 2007)
GCSE in Mathematics – Saints Peter and Paul Catholic College (2002 – 2007)
