CARELINE TEAM LEADER at Waverley Borough Council (2020-07 – 2026-07)
Responsible for the day-to-day leadership and operational delivery of a Careline service supporting vulnerable residents to remain safe and independent within their own homes.
- Directly manage and support Careline Officers, providing effective leadership, coaching, supervision and performance management.
- Support staff development, capability and wellbeing while maintaining clear service expectations and professional standards.
- Manage workloads, priorities and resources to ensure effective operational coverage and continuity of service.
- Provide leadership and direction when dealing with complex, sensitive or high-risk situations.
- Lead day-to-day service delivery, ensuring performance standards, operational requirements and customer expectations are consistently achieved.
- Monitor service performance and identify opportunities to improve processes, efficiency and customer outcomes.
- Support service planning, workforce management and continuous improvement activity.
- Manage stock procurement, inventory and allocation of operational resources.
- Maintain accurate records and ensure information is entered, updated and managed appropriately.
- Manage complex customer enquiries, complaints and escalations, working towards positive and sustainable outcomes.
- Build effective working relationships with Adult Social Care, hospital discharge teams, emergency services, healthcare professionals and other partner agencies.
- Coordinate responses to complex cases requiring collaboration across multiple services.
- Communicate confidently with customers, families, professionals and partner organisations, often in sensitive or challenging circumstances.
- Act as a safeguarding lead/champion, identifying concerns, taking appropriate action and ensuring issues are escalated in line with statutory responsibilities and organisational procedures.
- Handle highly sensitive and confidential information with professionalism, discretion and accuracy.
- Ensure operational practices remain compliant with relevant policies, procedures and statutory requirements.
- Manage aged debt and support income recovery, following up outstanding payments and working towards resolution.
- Monitor resources and stock requirements to support efficient service delivery.
- Contribute to service planning and operational decision-making.
CARELINE OFFICER at Waverley Borough Council (2019-04 – 2020-07)
Managed a client base of approximately 1,500 residents, providing a responsive and professional service to customers with varying needs.
- Installed, maintained and monitored personal alarm and telecare systems.
- Responded to complex and sensitive customer situations, exercising sound judgement and prioritising appropriately.
- Worked closely with Adult Social Care and other professionals to coordinate appropriate support for vulnerable residents.
- Identified and escalated safeguarding concerns in accordance with procedures.
- Built trusted relationships with residents, families, colleagues and partner agencies.
- Maintained accurate customer records and handled sensitive information appropriately.
CATALOGUE MERCHANDISING EXECUTIVE at The Book People (2016-11 – 2019-04)
- Coordinated the production and delivery of monthly consumer catalogues and biannual school catalogues.
- Managed multiple projects and competing priorities against demanding publication deadlines.
- Worked collaboratively with buyers, designers, copywriters, merchandising teams and other stakeholders.
- Analysed product performance and contributed to commercial decision-making.
- Supported marketing campaigns, catalogue planning and product selection.
- Coordinated information across multiple teams to ensure accurate and timely delivery.
EARLY YEARS CHILDCARE ASSISTANT at The Orchard Community Pre-School (2014-11 – 2016-11)
- Supported children's development, wellbeing and individual needs within a regulated environment.
- Maintained safeguarding responsibilities and adhered to required policies and procedures.
- Built positive relationships with children, families and colleagues.
- Maintained accurate records and worked collaboratively as part of a professional team.
OPERATIONS MANAGER at Ambro Limited (2004 – 2008-04)
Operations management role within an international commodities trading business providing Shari'a-compliant solutions to banks, financial institutions and corporate clients.
- Managed day-to-day operational functions and business administration.
- Coordinated international transactions and stakeholder communications.
- Managed operational processes to promote efficiency, accuracy and compliance.
- Developed and maintained relationships with financial institutions and commercial partners.
- Supported senior management with operational reporting, planning and business administration.
- Coordinated activities across different stakeholders to ensure effective operational delivery.
- Worked within a commercially focused environment requiring confidentiality, accuracy and attention to detail.
BUSINESS SECRETARY at McLellan Industries Inc (2003 – 2004)
- Provided executive support to the Managing Director.
- Managed complex diaries, international travel arrangements and visa applications.
- Prepared reports, correspondence and business documentation.
- Coordinated administrative activity across the business.
- Liaised with internal and external stakeholders on behalf of senior management.
RETAIL SUPERVISOR at French Connection (2000 – 2003)
Progressed from Retail Assistant to Retail Supervisor.
- Supervised team members and supported day-to-day store operations.
- Held keyholder responsibilities, including opening and closing procedures.
- Supported achievement of sales targets and maintained high customer service standards.
- Assisted with staff training, development and day-to-day performance.
- Dealt confidently with customers and operational issues in a fast-paced retail environment.
