First point of contact for residents and professionals - Foundever (TUPE)
(2026-03)
- First point of contact for residents and professionals, handling emergency out-of-hours enquiries.
- Manage emergency housing repairs, social care referrals, and mental health assessment requests.
- Assessing individuals for eligibility for out-of-hours homelessness accommodation and signposting them to relevant support services when appropriate.
- Provide sensitive support to vulnerable individuals and signposted services when appropriate.
- Deliver high-quality customer service, aiming for first-call resolution.
- Liaise with internal teams and external contractors to coordinate responses and updates.
- Maintain accurate records across multiple systems and ensured compliance with service procedures.
Work Experience - Counsellor - RWWA
(2024-07 - 2025-03)
- Provide telephone-based counselling to individuals, as well as face to face counselling.
- Deliver integrated counselling to clients experiencing bereavement, childhood trauma, relationship trauma, and mental health challenges, tailoring therapeutic approaches to meet diverse client needs.
- Adhere strictly to the BACP Ethical Framework, ensuring professional and ethical practice in all client interactions.
- Perform regular client reviews, monitoring progress and adapting therapeutic strategies to promote optimal mental health outcomes.
- Demonstrate reliability by maintaining accurate and confidential case notes.
- Ensure GDPR compliance when handling client information.
- Establish strong therapeutic alliances by creating a safe, supportive, and non-judgmental space for clients to explore and process their difficulties.
- Apply safeguarding procedures when necessary to ensure the safety and well-being of clients and others.
Work Experience - Counsellor - CK Counselling
(2024-03 - 2025-03)
- Provide telephone-based counselling to individuals, as well as counselling via Zoom.
- Deliver integrated counselling to clients experiencing bereavement, childhood trauma, relationship trauma, and mental health challenges, tailoring therapeutic approaches to meet diverse client needs.
- Adhere strictly to the BACP Ethical Framework, ensuring professional and ethical practice in all client interactions.
- Perform regular client reviews, monitoring progress and adapting therapeutic strategies to promote optimal mental health outcomes.
- Demonstrate reliability by maintaining accurate and confidential case notes.
- Ensure GDPR compliance when handling client information.
- Establish strong therapeutic alliances by creating a safe, supportive, and non-judgmental space for clients to explore and process their difficulties.
- Apply safeguarding procedures when necessary to ensure the safety and well-being of clients and others.
Work Experience - Mental Health Counsellor - Gow Therapy
(2023-12 - 2025-03)
- Conducting mental health assessments such as GAD-7 and PHQ-9.
- Provide integrated counselling to clients experiencing bereavement, childhood trauma, relationship trauma, and mental health challenges, tailoring therapeutic approaches to meet diverse client needs.
- Adhere strictly to the BACP Ethical Framework, ensuring professional and ethical practice in all client interactions.
- Perform regular client reviews, monitoring progress and adapting therapeutic strategies to promote optimal mental health outcomes.
- Demonstrate reliability by maintaining accurate, confidential case notes.
- Maintain GDPR compliance when handling client information.
- Establish strong therapeutic alliances by creating a safe, supportive, and non-judgmental space for clients to explore and process their difficulties.
- Apply safeguarding procedures when necessary to ensure the safety and well-being of clients and others.
Customer Service Representative - Agilisys
(2023-02 - 2026-03)
- First line of contact for customers, dealing with emergency out of hours repairs for several local authorities and housing associations.
- First line of contact for dealing with emergency children, adult social service referrals and mental health act assessment referrals.
- Dealing sensitively with vulnerable individuals and professionals.
- Where appropriate, signposting customers to relevant services within normal office hours. Familiar with policies and systems for multiple client contracts.
- Making outbound calls as necessary to ensure resolution of query/issue.
- Maintaining a high level of phone-based customer service and resolving issues as defined by the guidelines found within agreed Service Level Agreements.
- Striving for first call resolutions where possible.
- Keeping stats within defined parameters (e.g., Quality/AHT/Hold/Wrap and keeping to defined breaks)
- Liaising with various other departments and operatives to gather information and chase up ETAs for jobs.
- Recording all necessary information pertaining to the job on various in-house and client systems.
Desk Assistant (Part time) - Eye Care Opticians
(2019-09 - 2020-09)
- Dealing with customers directly, selling products, providing alternatives if products are not available. Providing high levels of customer satisfaction.
- Multi-tasking throughout the store from working the till to working on the shop floor
- Providing assistance to the manager
- Completing all retail assistant duties including handling stock and responsible for dealing with cash.
Retail Assistant - Ziggy School Wear
(2019-07 - 2019-09)
- Providing customer service, providing products and handling all customer enquiries.
- Working with colleagues to provide high levels of service, especially in busy periods.
- Dealing with stock, replenishing items on shelves and general duties in the shop.
