Benefits Team Manager at Owl Guardian Services Ltd (2023-11 – Present)
- Managed benefit claims for a client base of 700 new and existing clients, maximising income through accurate, timely submissions and completion of regular benefit reviews.
- Supervised a team of four staff members, maintaining training logs, conducting 1-2-1s, directing workflow, and providing ongoing support and guidance.
- Implemented process improvements to enhance efficiency and ensure compliance, alongside managing key projects such as ESA to UC migrations and the rollout of a new workflow system.
- Applied in-depth knowledge of DWP benefits to provide accurate guidance and effectively resolve complex or sensitive client cases.
Receptionist at Star Legal Limited (2022-09 – 2023-11)
- Managed a busy reception desk, acting as the first point of contact for clients both in person and over the phone. Handled a high volume of inbound and outbound calls, delivering excellent customer service at all times
- Assisted clients with enquiries, including taking detailed and accurate information.
- Identification and documents initial verification, copying and handling in line with procedures.
- Carried out a range of administrative duties, including scanning, filing, and archiving documents for internal and offsite storage.
- Supported the Office Manager with day-to-day operations to ensure the smooth running of the office and Coordinated maintenance, as required, for a Grade II listed office building.
Temp Customer Care Coordinator at Foresite Recruitment (2022-04 – 2022-09)
- Coordinated a variety of defect repairs for customers' new-build properties across two sites
- Provided general support to the team and assisted Customer Care Managers with complex cases
- Liaised with subcontractors to obtain updates and progress reports in a timely manner
- Communicated clearly, honestly, and concisely to resolve issues effectively
- Built and maintained strong working relationships with subcontractors to ensure best working practices were followed
Customer Service Representative at Copart (2021-03 – 2022-03)
- Handled high volumes of inbound and outbound calls within a busy call centre environment
- Coordinated vehicle collection bookings for damaged vehicles on behalf of insurance companies, and for used vehicles on behalf of sellers
- Managed enquiries and resolved queries for customers, members, sellers, garages, and insurance companies, ensuring all interactions were handled effectively and compliantly
- Completed administrative tasks including managing emails and processing service orders (pre-auction checks, return of personal items, and chasing vehicle deliveries)
- Consistently achieved 100% compliance in all processes and procedures
- Selected as a designated Team Trainer for new starters, delivering training on "Call for Release" processes
Customer Care Coordinator at Barratt Homes (2016-03 – 2021-03)
- Handled new build warranty issues and customer queries via telephone and email, coordinating remedial works and inspections while ensuring GDPR compliance
- Scheduled Maintenance Operative appointments and monitored adherence to health and safety regulations
- Liaised with subcontractors, issued Contra Charge notifications, and approved invoices for payment
- Provided reception cover as needed, managing inbound calls, greeting visitors, and sorting post
Temp HR Admin Assistant, SEN School at Acorn Recruitment (2016-01 – 2016-03)
Supported recruitment processes, coordinated interviews and references, maintained staff records, and provided first-line HR support.
Temp Receptionist / Customer Care Coordinator at Reed Employment (2015-02 – 2016-01)
Managed front-of-house reception duties, tenant and contractor enquiries, documentation, and maintenance logging. Later recruited permanently as Customer Care Coordinator.
Insurance Advisor at Europa Group (2014-11 – 2015-01)
Handled inbound calls for vehicle insurance, including customer service, renewals, and upselling.
Regional HR Admin Assistant at Care UK (2013-07 – 2014-11)
Managed pre-employment checks, conducted candidate assessments, maintained compliant staff files, and supported the Senior HR Manager with administrative duties.
Various Temp Assignments at Reed Employment (2012 – 2013-07)
Reception, administration, customer service, order management, and proactive outbound calling.
Sales Account Manager at GE Capital (2009 – 2012)
- Managed pan-European IT reseller accounts, achieving 300% growth within six months and exceeding sales targets (121% of CV target)
- Delivered partner training, marketing campaigns, and led the rollout of a new online leasing tool
Sales Support Call Handler at GE Capital (2005 – 2009)
Provided leasing support to sales teams, handled AML duties, acted as system super user, and trained team members.
Various Temporary Roles at Various (2001 – 2005)
Sales, administration, customer service, data entry, secretarial, and retail cashier roles.
