General Manager - DHU Healthcare-Chesterfield - Chesterfield
(2024-03)
To support the day-to-day operation of our DHU Advice Centres through safe, effective and efficient line management of our Health & Service advisor workforce. To provide support through real-time leadership and direction to call taking staff, managing relationships effectively and leading performance management processes and analysis that enables excellent performance to be established and maintained. Assisting in ensuring operational effectiveness and efficiency within the National Quality Standards and KPIs for all our NHS 111 and Out of Hours Contracts
Coach - DHU Healthcare-Chesterfield - Chesterfield
(2020-06)
- Coaching and Development: Conduct regular one-on-one coaching sessions with call center agents to assess performance, provide constructive feedback, and identify areas for improvement.
- Training Support: Assist in onboarding new agents and provide ongoing training on call handling, customer service protocols, and product knowledge.
- Performance Monitoring: Review agent call recordings, monitor live calls, and track performance metrics to ensure adherence to quality standards.
- Feedback and Motivation: Offer continuous positive reinforcement and constructive criticism to motivate agents and improve their skills and confidence.
- Process Improvement: Identify opportunities for process improvements based on feedback from agents and performance data, collaborating with management to implement changes.
- Reporting and Analysis: Maintain and report on coaching results, performance trends, and training effectiveness, providing insights to senior management for decision-making.
- Team Collaboration: Work closely with team leaders and managers to align coaching strategies with departmental goals and company objectives.
- Customer Experience Focus: Ensure that agents are delivering a high-quality customer experience by adhering to best practices, empathy, and professionalism in all interactions.
111 Call Handler - DHU Health Care CIC-Chesterfield - Chesterfield
(2018-10)
- Serving as the initial contact for the public regarding urgent healthcare concerns.
- Assessing patients using NHS Pathways to direct them to the most suitable care.
- Effectively managing instructions and inquiries from surgery staff, clinicians, and external agencies following up with appropriate actions and responses.
- Impactfully contributing to patients' well-being.
- Offering general comfort and being a source of solace.
Team Leader - Sun Healthcare Ltd-Chesterfield, UK - Chesterfield, UK
(2014-04)
- Managing shifts
- Work alongside management
- Chairing/ Leading team meetings
- Manage team conflict and de-escalating and preventing conflict
- Distribute medication to service users
- Writing reviews for service users for example; tribunals
- General admin duties such as filing, photocopying, report and copy writing
- Manage all archiving such as; past staff members, service users, yearly, monthly and weekly archiving
- Managing the training matrix
- Acknowledging warning signs of mental health deteriorating as well as preventing
- Holding supervisions for all staff I support
- Infection Control
- All responsibilities from the Rehabilitation Assistant position
Rehabilitation Assistant - Sun Healthcare Ltd-Chesterfield, UK - Chesterfield, UK
(2011-04 - 2014-04)
- To promote independence
- To support individuals with everyday living such as cooking, cleaning, washing etc.
- Supporting the moving process back into the community
- To enable service users to access the community via volunteer jobs and living independently
- Liaise with professional network groups such as CPN's, consultants, crisis team, etc.
- Write out daily notes of each service user
- Ensure they are all safe and protected
- Have a good knowledge of all mental health services and mental health awareness
- Participate in key worker meetings and 1-1 meetings
Barmaid - Trumpeters-Chesterfield - Chesterfield
(2006-11 - 2008-07)
- Drink Preparation and Service: Prepare and serve alcoholic and non-alcoholic beverages according to standard recipes and customer preferences.
- Customer Service: Greet customers warmly, take drink orders, engage in friendly conversation, and provide recommendations on drinks or food options.
- Cash Handling: Process customer orders, take payments (cash and card), and provide change when necessary, ensuring accuracy and honesty in all transactions.
- Bar Maintenance: Maintain a clean, organized bar area by wiping down surfaces, restocking supplies, and ensuring that glassware and utensils are clean and ready for use.
- Stock Control: Monitor inventory levels of alcohol, mixers, and other supplies, notifying management when stock needs replenishing.
- Compliance and Safety: Ensure that all service is in accordance with local laws and regulations, including checking IDs, managing alcohol consumption, and promoting a safe environment for patrons.
- Team Collaboration: Work closely with other bar staff and kitchen personnel to ensure efficient service and smooth operations, particularly during busy periods.
- Problem-Solving: Handle customer complaints and concerns with professionalism, offering appropriate solutions when necessary.
