Assistant Project Manager (Rail) - Department for Transport
(2024-08 - 2026-04)
Undertook a secondment from DWP to support delivery of rail performance programmes, successfully leading the bi-annual Scorecard Evaluation as well as supporting the Quantified Target Measure (QTM) and Revenue Outturn Mechanism (ROM) projects, which are large scale, fast paced and complex projects.
- Maintained project RAID logs and implemented mitigation actions, supporting on time delivery of multiple high profile rail projects, creating solutions to ensure the projects are delivered successfully and within budget.
- Worked collaboratively with a wide range of internal and external stakeholders throughout the complex projects to ensure aligned delivery.
- Coordinated stakeholder meetings across multiple organisations, ensuring actions, risks and dependencies were tracked and resolved to support programme delivery.
- Prepared reporting packs for meetings and other important presentations.
- Utilised Excel, Power BI, Word and PowerPoint to analyse performance data and produce project documentation.
Work Coach - Department for Work and Pensions
(2023-10 - ongoing)
- I Offer quality, dynamic, flexible advice and support to underpin claimants personalised commitment to job searching.
- Support them to develop the skills and activities they need to look for and obtain work in any environment.
- Assigned a caseload of Universal Credit claimants who I am responsible for, providing consistency and continuity of service.
- I am responsible for the level, frequency and intensity of contact I have with each claimant by managing my own diary.
- Promote the idea of claimants planning their own work search or work preparation activities whilst also providing job opportunities.
- Built positive relationships with stakeholders.
- I am accountable for the decisions made during interviews with claimants to help move them back into sustained employment or prepare for work.
Surge & Rapid Response Officer - HM Revenue & Customs
(2021-06 - 2023-09)
The Surge and Rapid Response Team (SRRT) was created in 2015 to support any central government department or agency. Home department is HMRC however, we were deployed to manage predictable peaks in demand and respond to unexpected national or international crises which can take us anywhere across all government departments.
- Foreign Commonwealth & Development Office (FCDO) - Afghanistan Refugee Crisis (August 2021-November 2021): Assisted in the evacuation of British Nationals and their families trapped in Afghanistan after the pull out of American and British troops and subsequent collapse of the country. Involved making outbound calls to the British Nationals to take down key details, create profiles for them and their families on our system, giving vital information and keeping their spirits up at the same time.
- DWP - Carers Allowance claims (December 2021-March 2022): Processed carers allowance claims during a peak busy time of the year. Worked a case from start to finish using letters and forms sent in to us by the customer to judge whether they met the criteria. Ceased Carers Allowance claims and informed the customers via letter.
- Home Office - Ukraine Crisis/Student Visas (March 2022-September 2022): Processed visa applications from Ukrainian citizens displaced from their homes due to the Russian invasion. Case working each individual case for the person fleeing Ukraine to come to the UK along with their family members and then manifesting them all so the families could travel together. Once we were caught up on Ukraine visa applicants, we were retrained to deal with back logs on student visa applications.
Customer Banking Adviser - Lloyds Banking Group / Capita
(2020-11 - 2021-06)
- Dealt with customer queries regarding all aspects of personal and retail banking on a first touch basis.
- Helping customers set up and amend Direct Debits, Standing Orders and money transfers.
Customer Service Adviser - Liverpool Victoria
(2020-01 - 2020-06)
- Handled telephone calls from customers regarding their car insurance and managed and maintained the customer database.
- Gave customers general insurance quotations and undertook administrative duties such as changing the vehicle on their policy, setting up direct debits and taking payment over the telephone.
Customer Service Consultant - HM Revenue & Customs
(2019-01 - 2020-01)
- Dealt with all types of customers PAYE queries over the phone providing a high quality customer service.
- Carried out duties such as dealing with Self-Assessment tax returns, scoring said returns and used personal judgement to make decisions as to whether to pass it on to the compliance team to investigate further.
Pharmacy Dispenser - Asda
(2016 - 2019)
- Resolved customer queries over the counter or in a private consulting room if they required privacy.
- Dispensed medication and operated a cash register whilst being a keyholder with responsibility for opening and closing the pharmacy.
- Recorded the day's prescriptions at the end of service on an Excel spreadsheet.
