Customer Executive at Brachers LLP (2025-09 – Present)
Working within the collections team to make contact with debtors and negotiate plans to recover debt.
Care Branch Manager at Audley Care (2017 – Present)
- Responsible for the day-to-day management of the Maidstone care branch, delivering high-quality domiciliary care to clients in the local area and supporting residents within the onsite retirement village.
- Lead and supervise a multidisciplinary care team, ensuring care delivery meets individual needs, complies with regulatory standards, and promotes dignity and independence.
- Successfully achieved a CQC rating of "Good" overall, with "Outstanding" in the Caring domain, reflecting excellence in compassionate service and person-centred care.
- Oversee scheduling, staffing, compliance, quality assurance, and customer service while maintaining strong communication with clients, families, and external professionals.
- Ensure adherence to safeguarding protocols, health and safety, and company policies in a fast-paced and regulated environment.
Call Handler at Streamline Taxis (2016-11 – 2017-02)
- Handled high volumes of inbound customer calls, efficiently booking taxi journeys and ensuring accurate information was entered into the dispatch system.
- Provided excellent customer service in a fast-paced environment, dealing with enquiries, resolving complaints, and ensuring a smooth and timely service for clients.
- Communicated clearly and effectively with drivers and customers to coordinate pick-ups and manage scheduling changes in real time.
- Maintained professionalism and calmness under pressure, often during peak times such as weekends and events.
- Developed strong local knowledge and became confident using dispatch and booking software.
Care Coordinator at Expertise homecare (2016-10 – 2016-11)
- Coordinated and prepared rotas for domiciliary care staff, ensuring appropriate coverage and continuity of care for all clients.
- Responded to client and family enquiries with professionalism, resolving issues promptly and maintaining high levels of satisfaction.
- Maintained and updated the rostering system, adding new staff and customer records, and ensuring accurate scheduling data.
- Provided emergency on-call support, responding to out-of-hours issues and ensuring service continuity.
- Generated weekly payroll and client invoicing, ensuring accuracy and timely processing.
- Played an active role in recruitment, conducting interviews and onboarding new carers.
- Supported staff through regular supervisions, spot checks, and quality audits to ensure compliance with care standards and internal policies.
- Conducted initial customer assessments and regular care plan reviews to maintain high standards of person-centred care.
- Assisted with local marketing initiatives and business development to promote the service and attract new clients.
Care Coordinator at Audley Care (2014-10 – 2016-10)
- Managed recruitment and onboarding of care staff, ensuring the service maintained high staffing levels with skilled and compassionate carers.
- Promoted the business through marketing activities to attract new clients and build community presence.
- Conducted initial client assessments and regular reviews to ensure tailored, person-centred care plans were in place.
- Performed regular staff supervisions, spot checks, and quality audits to maintain high standards of care delivery.
- Handled payroll and invoicing processes accurately and in a timely manner.
- Allocated daily care calls, matching carers to clients based on suitability, continuity, and availability.
- Provided out-of-hours on-call support to resolve urgent scheduling or care delivery issues.
Mother and Homemaker (2012-09 – 2014-10)
Caring for my second child
Physiotherapy technical instructor at Maidstone and Tunbridge Wells NHS Trust (2009-04 – 2012-09)
- Independently managed a caseload of medical and surgical inpatients, delivering physiotherapy support under the guidance of senior physiotherapists.
- Delivered patient education and practical support in ACBT (Active Cycle of Breathing Techniques) and encouraged adherence to mobility and rehabilitation plans.
- Monitored and recorded patient progress, documenting updates clearly and accurately in medical notes and communicating any concerns to the wider MDT.
- Assisted physiotherapists in HDU and ITU settings, supporting with exercises, mobility aids, and airway suctioning procedures to support respiratory recovery.
- Helped patients safely regain independence by promoting physical activity and functional movement, tailored to clinical need.
- Maintained strict infection control protocols and upheld patient dignity and safety throughout all interventions.
Personal Assistant at Audley Care (2008-10 – 2009-02)
- Provided high-quality care in clients' homes, including personal care, medication administration, and meal preparation.
- Supported individuals with daily living tasks, promoting dignity, independence, and wellbeing.
- Built trusting relationships with clients and families while maintaining confidentiality and professionalism.
Support worker at European Care Group (2006-04 – 2008-10)
- Provided personal care and meal preparation to clients, supporting their daily living needs.
- Escorted clients on social activities to encourage engagement and wellbeing.
- Maintained a supportive and respectful environment to promote client independence.
Catering Assistant at INDEPENDENT CATERING (2004-09 – 2006-04)
Midday meals preparation.
Mother and Homemaker (2001-09 – 2004-09)
Caring for my first born
Support Worker at Invicta Community Care NHS Trust (1998-01 – 2001-09)
- Supported patients on acute admission and challenging behaviour units, delivering person-centred care in a high-pressure mental health setting.
- Assisted with daily routines, personal care, and de-escalation, while promoting safety and wellbeing.
- Worked closely with the clinical team and documented behaviour and incidents accurately.
