Karen Akers

I am a British Citizen and an experienced customer service professional with a genuine passion for helping people and providing a positive customer experience. Having worked across a variety of customer-facing roles, I have developed excellent communication, listening and problem-solving skills, together with the ability to remain calm, patient and professional when dealing with challenging or sensitive situations. I lived in Cyprus for over five years, where I worked in a busy Medical Centre, undertaking both reception and customer service duties.

This involved welcoming patients, dealing with enquiries both face-to-face and over the telephone, managing appointments and providing assistance in what could often be a busy and sometimes challenging environment. This experience strengthened my ability to communicate effectively with a wide range of people while remaining professional, compassionate and discreet.

Customer Care Advisor at South Cambridgeshire District Council (2025-08 – Present)

I currently work within the Contact Centre at South Cambridgeshire District Council, where I am the first point of contact for members of the public, mainly local residents and small businesses, assisting them with a wide variety of enquiries. My main responsibilities involve dealing with Council Tax and Benefits enquiries, as well as Environmental Health issues, Business Rates and general enquiries. These are dealt with predominantly over the telephone, requiring me to listen carefully, establish the nature of the enquiry and provide accurate information or appropriate assistance.

I liaise daily with back-office teams to help ensure a smooth and satisfactory response or resolution for each customer. All calls are accurately logged, with relevant information regarding the enquiry and customer details entered onto the main database. Information is also recorded within the appropriate systems ensuring that colleagues have access to the necessary information when dealing with customers.

I also work on a rota basis on reception, where I welcome and assist members of the public face-to-face, dealing with their enquiries and resolving issues wherever possible or directing them to the appropriate department. Every day is varied and can be challenging, but I find the role extremely rewarding and enjoyable. I particularly value the opportunity to help people and find solutions to their enquiries, while providing a friendly, professional and efficient service.

Reception Manager and PA at Dr Molly's Medical Centre (2020-08 – 2025-01)

I joined the practice shortly after it opened, when there was one GP and approximately 300 registered patients. Over the following four years, the practice grew significantly and had more than 3,000 patients, including private patients, patients accessing the local healthcare system and many tourists. As the practice expanded, additional medical professionals joined the team, including a paediatrician, specialist dermatologist, neurologist, gastroenterologist, podiatrist, psychologist and physiotherapist.

I supported both the GP and visiting specialists and helped ensure the smooth day-to-day running of the practice. The role was extremely varied and required excellent customer service, communication, organisation, multitasking and problem-solving skills, as well as the ability to remain calm and professional in a busy environment. I particularly enjoyed building positive relationships with patients and being able to assist them with their needs.

• Greeting patients on arrival and ensuring they were treated with empathy, understanding and respect, particularly as many patients were older UK expatriates.
• Booking and managing appointments for the GP and visiting specialists.
• Dealing with busy telephone lines and responding promptly to a high volume of email enquiries from patients, specialists and other organisations.
• Processing specialist referrals and providing medical reports for insurance companies.
• Assisting patients, particularly UK expatriates, with applications to the Ministry of Health and advising them on the relevant criteria for accessing the local healthcare system.
• Maintaining a professional and reassuring approach when dealing with sensitive or sometimes stressful situations.
• Supervising the reception area and helping to ensure the smooth running of the practice on a daily basis.
• Managing staff rotas and assisting with wages for part-time employees.
• Ordering stationery and other supplies required for the practice.

Registration Manager/PA to COO at Soccerex Limited (2012-09 – 2019-01)

I was responsible for the registration process for the company's annual events, which attracted between 1,500 and 4,000 delegates at locations around the world. My role involved registering delegates, processing payments, issuing invoices and accurately entering and maintaining delegate information on the company database. The role required exceptional attention to detail, ensuring that all names, contact details and registration information were entered correctly and kept up to date.

Accuracy was particularly important as this information was used throughout the event registration process. I was also responsible for sourcing and liaising with external registration companies for each event worldwide. I acted as the first point of contact at the events, welcoming delegates and assisting with the collection of passes and resolving any registration queries or issues that arose.

The role involved working to tight deadlines, coordinating with colleagues and external suppliers across different locations, and ensuring that the registration process ran smoothly and professionally.

PA to COO at Soccerex Limited (2012-09 – 2019-01)

I was subsequently promoted to Personal Assistant to the Chief Operating Officer (COO). My responsibilities included managing the COO's diary, arranging appointments and meetings, fielding telephone calls and responding to emails. I organised business travel and maintained the COO's schedule, ensuring that arrangements were well planned and ran efficiently.

I also worked closely with the marketing team, proofreading brochures and website content prior to publication and ensuring information was accurate and presented to a high standard. In addition, I was responsible for maintaining and organising the company's filing system, processing purchase ledger invoices and assisting with the general day-to-day management of the office. This role further developed my organisational skills, attention to detail, communication abilities and ability to manage multiple priorities, while working efficiently in a busy and deadline-driven environment.

Pub Landlady at Joint Tenant at Public House in UK (2012-01 – 2014-01)

I ran two pub/restaurants with my former husband, one located in a small village in Suffolk and the other in a larger town. The village pub was a particularly busy local and destination food venue, while the second premises relied more heavily on passing trade. I was primarily responsible for front-of-house operations and was the first point of contact for customers.

I took pride in providing a welcoming and friendly service and ensuring that customers had a positive experience from arrival through to departure. Running the two establishments required me to be highly organised, adaptable and able to work effectively under pressure, particularly during busy periods. It also gave me extensive experience in customer service, staff management, problem-solving and managing competing priorities.

I attended courses that were run by the Brewery on various topics including customer service.

• Managing and supervising front-of-house staff, organising rotas, dealing with customer enquiries and resolving any issues that arose.
• Stock control, ordering supplies and the general day-to-day running of the businesses.

Personal Assistant to Senior Partner at London Law Firm (1990-06 – 2012-05)

• Typing and preparing long and complex legal documents relating to commercial conveyancing, requiring a high level of accuracy, attention to detail and confidentiality.
• Professional first point of contact for clients, including meeting and greeting visitors, answering enquiries and ensuring clients received a welcoming and efficient service.
• Taking minutes at meetings, arranging appointments, organising meetings and making travel arrangements.

GCSE or equivalent in Various – Saffron Walden County High School