Customer Advisor (Triage) - Lewes & Eastbourne Council (Homeless & Wellbeing Team) - Eastbourne, United Kingdom
(2023-04)
- To be the first point of contact for all new homeless presentations – on reception in the Homeless Hub, on the phone or by email
- Booking, cancelling and rescheduling appointments
- To complete homeless applications and triage as Prevention or Relief
- Open new case files on council database and input all client details
- Refer clients to other agencies if an assessment is not required immediately
- Work with other agencies such as the Wellbeing team, the Probation Service, the NHS, the Police and others to ensure that clients received the best possible care and service to guarantee all homeless needs are met
- To be on inbox duty twice a week to answer email enquiries from clients, agencies, other councils, local MP the police and probation service. Advise everyone on the process of making a homeless application and file all documents in the correct client case file and/or folder
- Clear Work Trays in a different council database to ensure online application forms are actioned and clients sent acknowledgements, answer enquiries and give advice on the homelessness process
- Complete the 'footfall' spreadsheet when working in the Homeless Hub so that management can monitor the number of people presenting as homeless for audit purposes
- To ensure the phone line is monitored throughout the day to ensure that no call is missed. To answer questions about the homeless process, give updates on any existing cases and advice to those who have never been homeless before. To ask questions of the caller to ensure that the appropriate advice is given and challenge anyone who may be trying to abuse the service
- To work closely with Senior Housing Options Officers, Operational Managers and Team Leaders
- Training new member of staff
Maintenance Administrator - BHT Sussex (Housing) - Eastbourne, United Kingdom
(2016-09 - 2023-04)
Objectives of the role: To manage responsive repairs and the major & cyclical works programmes assisting the Buildings Surveyor to meet key objectives and ensure administrative and wider business needs were met.
- Act as the main point of contact across the organisation and for external parties which include contractors, councils, and health care workers
- Raising repair orders and booking appointments with tenants
- Liaise with contractors to ensure repairs are completed in a timely manner. Liaise with the council and health care workers on the specifications for adaptations to properties housing disabled tenants
- Produce the weekly KPI report for senior management and carry out Satisfaction Surveys with tenants
- Support the Buildings Surveyor with admin tasks including writing letters to tenants, booking inspections, and responding to complaints by investigating the repairs history. Sending out Schedule of Works for Tenders and booking in Compliance testing and surveys
- Keeping records up to date and filing certificates and surveys in the appropriate Assess Management folders for audit
- Work with the Maintenance Supervisor to ensure repairs are completed within the timescales for Void turnaround targets
- Facilitate weekly review meeting with Management to streamline the repairs and maintenance process which resulted in a more efficient repairs service
- Played a key role in putting together the Service Level Agreement with the Buildings Surveyor. The Organisation now receives improved quality of repairs and better accountability from our Contractors
- Played a key role in reviewing and updating the Recharge Policy. This now allows the Organisation to recharge fairly for damage to property and hold tenants accountable for their actions
- Introduced a call-back system so that tenants are kept updated on their repairs. This resulted in a significant reduction of calls and complaints to the repairs admin service
Void Co-ordinator (Southeast Region) - Places for People (Housing) - Eastbourne, United Kingdom
(2013-07 - 2016-09)
Objectives of the role: Act as the main point of contact in the Southeast Region for the management of Void (empty) properties.
- Attend weekly voids meetings to gather information regarding new voids and update on existing voids and action anomalies
- Be responsible for the effective daily planning of the mobile workforce and/or contractors to ensure increased productivity and provide a consistent, high quality and cost-effective service
- Contribute towards improved customer service by ensuring that all agreed hand-back dates are met
- Work closely with Trade Supervisors and Contractors to ensure that Void properties are completed in a timely manner
- Ensure that all Compliance certificates are available and, if the void property does not have these, make sure the appropriate work order is raised
- Provide a weekly report on Void Status and Performance
- Introduced a Voids Planner to track the void status. This helped to increase the productivity of void repairs and voids turnaround time by 20-30%. The Planner also allowed everyone to see the progress of the void in the weekly meeting without hand-written notes
- Reformatted the Voids Checklist of Works which allowed me to monitor what repairs had been raised and to whom. This enabled me to see what work was reaching its Target Date and to chase up
- Creation of Void Folders to file information of the void repairs and completion photographs for future reference. This became a tool to assist in complaints about void works by the new tenants and end of tenancy recharges
Medical Secretary/Cardiac Co-ordinator - Eastbourne District General Hospital, Cardiology Department - Eastbourne, United Kingdom
(2000-04 - 2008-06)
Objectives of the role: Manager of the Rapid Access Chest Pain Clinic Service alongside of the Trust Registrar.
- Processing referrals from local GPs
- Booking cardiac tests and outpatient appointments
- Audio typing clinical letters to send to GPs
- Liaising with staff of all levels including, Cardiac Technicians, Accident & Emergency and Radiology teams
- Attending quarterly Cardiac meetings with consultants, nurses, and ambulance service heads
- Responsible for achieving the cardiac 2 week waiting time protocols
- Introduced a new booking system for the Rapid Access Cardiac Service 2 weeks wait
- Introduced a new filing system of cardiac tests for each consultant for easy access for outpatient clinics
- Introduced the faxing system for GP referrals for the Cardiac 2 weeks wait so that referrals could be sent immediately following GP consultation
Temporary Administrative Assistant - Places for People (Housing) - Eastbourne, United Kingdom
(2013-07 - 2013-10)
Voluntary Work, General Assistant/Cashier/Sunday Supervisor - Oxfam Retail Shop - Eastbourne, United Kingdom
(2013-05 - 2013-07)
Customer Complaints Co-ordinator (Temp) - Places for People (Housing) - Eastbourne, United Kingdom
(2012-12 - 2013-05)
Voluntary Work, General Assistant/Cashier/Sunday Supervisor - Oxfam Retail Shop - Eastbourne, United Kingdom
(2011-09 - 2012-12)
Occupational Health Administrator (Temp cover – Reed Recruitment) - East Sussex Fire & Rescue Service - Eastbourne, United Kingdom
(2011-02 - 2011-09)
Voluntary Work, General Assistant/Cashier/Sunday Supervisor - Oxfam Retail Shop - Eastbourne, United Kingdom
(2009-07 - 2011-02)
Temporary Work, Receptionist - Kimberly Clark - Brighton, United Kingdom
(2008-09 - 2008-11)
(Reed Recruitment)
Medical Secretary - Royal Sussex Hospital Brighton, Anaesthetics Department - Brighton, United Kingdom
(2008-06 - 2008-09)
