Kirsty Harrison

Highly experienced and compassionate Department for Work and Pensions professional with over 18 years of experience across operational delivery, quality assurance, domestic abuse support, case management and leadership roles. Recognised for providing exceptional support to vulnerable customers facing complex circumstances, including domestic abuse, mental health challenges, homelessness and financial hardship. Skilled in balancing empathy and professionalism with policy, safeguarding and operational requirements to achieve positive outcomes.

A proven coach, mentor and quality professional with extensive experience in performance improvement, colleague development and operational excellence. Strong communication, analytical and decision-making skills, with a track record of building effective working relationships, driving service improvements and delivering positive outcomes for customers, colleagues and the wider organisation.

Domestic Abuse Specialist at Department for Work and Pensions (Present)

Current role providing specialist advice and guidance on domestic abuse and safeguarding matters.

• Provide specialist advice and guidance on domestic abuse and safeguarding matters
• Support colleagues managing customers with complex vulnerabilities and safeguarding concerns
• Promote best practice and increase awareness of domestic abuse across operational teams
• Liaise with internal and external stakeholders to secure appropriate customer support
• Delivered compassionate, person-centred support to customers experiencing domestic abuse and other complex vulnerabilities
• Enabled customers to access appropriate support and benefit entitlement during periods of crisis
• Built trust and rapport with customers facing challenging personal circumstances
• Provided specialist guidance and coaching to colleagues managing sensitive cases
• Promoted trauma-informed approaches that improved safeguarding and customer experience
• Consistently demonstrated professionalism, empathy and sound judgement in emotionally complex situations

Quality and Mentoring Team at Department for Work and Pensions (Present)

• Conduct quality reviews of operational casework and processes
• Identify trends, risks and opportunities for continuous improvement
• Deliver coaching, mentoring and developmental feedback to colleagues
• Support quality improvement initiatives and operational performance objectives
• Improved quality standards through targeted coaching and feedback
• Shared specialist knowledge and best practice across multiple teams
• Supported colleagues in developing confidence, capability and technical accuracy
• Contributed to service improvements that enhanced customer outcomes and operational performance

Deputy Team Leader at Department for Work and Pensions (2017-06 – 2025-01)

• Supported operational management and service delivery across teams
• Assisted with performance management, workload allocation and colleague development
• Managed escalated customer issues and complex operational enquiries
• Delivered coaching and ongoing support to colleagues
• Contributed significantly to improved team performance and customer service delivery
• Developed a reputation as a trusted mentor and subject matter expert
• Successfully supported teams through organisational and operational change
• Fostered a positive, collaborative and supportive working environment

Team Leader at Department for Work and Pensions (2019-06 – 2021-06)

Temporary Role

• Led operational teams to achieve performance and service objectives
• Conducted performance reviews and development discussions
• Managed resources effectively to meet business priorities
• Promoted continuous improvement and colleague engagement
• Developed colleague capability through effective coaching and mentoring
• Improved productivity, quality and customer service performance
• Created an inclusive and supportive team culture
• Successfully balanced business objectives with colleague wellbeing and development

Case Manager at Department for Work and Pensions (2017-06 – 2025-01)

• Managed Universal Credit claims and customer enquiries
• Applied legislation and policy to make accurate and timely decisions
• Resolved complex cases, disputes and customer issues
• Supported customers experiencing a wide range of personal circumstances and vulnerabilities
• Maintained consistently high standards of quality and accuracy
• Developed extensive expertise in Universal Credit operations and legislation
• Built effective relationships with customers and stakeholders to achieve positive outcomes
• Managed complex cases with professionalism, empathy and sound judgement

Crisis Loan Decision Maker at Department for Work and Pensions (2008-06 – 2013-06)

• Assessed applications for Crisis Loans and emergency financial assistance
• Gathered and evaluated evidence to support decision making
• Applied legislation and departmental guidance to ensure fair outcomes
• Managed customer interactions during periods of financial hardship
• Signposted customers to appropriate support services
• Supported customers experiencing homelessness, financial hardship, domestic abuse and family crises
• Delivered fair, accurate and timely decisions within a demanding environment
• Developed strong analytical, risk assessment and decision-making skills
• Identified safeguarding concerns and ensured appropriate action was taken
• Helped customers access essential financial assistance during times of need

National Insurance Allocation Query Call Operator at Department for Work and Pensions (2006-06 – 2008-06)

• Managed customer enquiries relating to National Insurance Numbers and customer records
• Provided guidance regarding National Insurance processes and eligibility requirements
• Investigated and resolved customer queries
• Maintained records in line with data protection and departmental procedures
• Escalated complex cases for further investigation where appropriate
• Delivered excellent customer service within a high-volume contact centre environment
• Developed strong communication, investigation and problem-solving skills
• Maintained high levels of accuracy while meeting demanding performance targets
• Supported customers from diverse backgrounds with professionalism and sensitivity
• Established a strong foundation in operational delivery, customer service and case handling