Grace Howell

Ambitious and highly motivated History student at Liverpool John Moores University, entering the third and final year of my BA (Hons) degree in September 2026, having achieved an Upper Second-Class (2:1) result in my second year. Experienced across emergency call handling, customer service, healthcare, hospitality and university events, with a proven ability to communicate professionally and remain calm and effective in demanding environments. Currently working as a 999 Emergency Call Operator for BT via Blue Arrow, handling high volumes of emergency calls and communicating with members of the public during stressful and time-critical situations.

Confident using multiple computer systems, accurately recording sensitive information and maintaining professionalism under pressure. Seeking a part-time role alongside my final year of university, with particular interest in retail, customer service, call centres, hospitality and other customer-facing environments.

999 Emergency Call Operator - BT via Blue Arrow

(2026-05)

• Answer high volumes of emergency 999 calls, acting as an important first point of contact for members of the public during urgent situations.
• Communicate calmly, professionally and clearly with callers who may be distressed, upset or under significant pressure.
• Quickly and accurately establish essential information, including caller locations, to support an appropriate emergency response.
• Identify the emergency service required and promptly connect callers with the relevant Police, Ambulance, Fire or Coastguard service.
• Remain composed and focused when dealing with sensitive, challenging and time-critical situations.
• Handle sensitive and confidential information with professionalism, accuracy and discretion.
• Use multiple computer systems simultaneously while maintaining a high level of concentration and attention to detail.
• Accurately record information and maintain clear records while managing conversations in real time.

Ward Hostess - Medirest Compass Group in Whiston Hospital - Whiston Hospital

(2025-01 - 2025-12)

• Provided friendly, professional and compassionate service to patients in a busy hospital environment.
• Delivered meals and supported patients with their dining requirements while maintaining a respectful and reassuring approach.
• Communicated clearly and professionally with patients, visitors and healthcare staff.
• Maintained high standards of hygiene, cleanliness and safety within the working environment.
• Demonstrated sensitivity, patience and professionalism when working with patients who may have been unwell or vulnerable.

Student Helper / Open Day Ambassador - Liverpool John Moores University - Liverpool

(2023-01)

• Represented Liverpool John Moores University professionally at official events and university open days.
• Welcomed and communicated with prospective students, parents and visitors in a friendly and approachable manner.
• Provided information and assistance to visitors while responding confidently to questions and enquiries.
• Supported event organisation and registration, helping ensure events ran smoothly.

Call Centre Advisor - Argos

(2022-01 - 2023-12)

• Managed a high volume of customer calls while maintaining a professional, patient and customer-focused approach.
• Responded to customer queries and worked efficiently to resolve issues and provide appropriate solutions.
• Communicated clearly with customers and maintained a high standard of service during challenging conversations.
• Used internal computer systems to access and record relevant customer information.

Crew Member - McDonald's

(2021-01 - 2022-12)

• Delivered efficient and friendly customer service in a busy, fast-paced environment.
• Worked effectively as part of a team to maintain high service standards during busy periods.
• Demonstrated reliability, flexibility and a strong work ethic across a range of daily responsibilities.
• Managed multiple tasks efficiently while maintaining attention to detail and customer service standards.
• Followed workplace food safety, hygiene and cleanliness procedures.

BA (Hons) - History - Liverpool John Moores University (2023-09 - 2027-06)

Level 3 - Health and Social Care - Cronton Sixth Form College

GCSEs - Lord Derby Academy