Mark Hepplestall

Reliable, security-trained professional with a strong background in regulated, customer-facing and compliance-driven roles, including casework for the Home Office, telecommunications, and financial services. Currently completing my SIA Door Supervisor licence, and hold a Counter Terrorism awareness certificate and an Emergency First Aid at Work (EFAW) qualification. Proven ability to assess risk, follow strict procedures, de-escalate conflict, and remain calm under pressure – skills built through years of handling sensitive cases, vulnerable customers, and high-pressure service environments.

Seeking to bring this experience into a door supervision or security role.

Case Progression Asylum Officer at Home Office (Brook Street) (2025-04 – Present)

• Review sensitive and confidential cases, ensuring readiness for interviews, appeals or removal processes
• Assess each case for suitability and risk, applying strict procedural and regulatory standards
• Compile and verify case files and appeal bundles via electronic systems to Home Office standards
• Maintain accurate records and produce written representations and correspondence

Ethernet Order Manager at BT Business – BT Telecommunications (2022-04 – 2025-03)

• Managed the end-to-end processing of business orders, working to firm deadlines and service agreements
• Resolved complex technical and customer queries, often under time pressure
• Worked closely with multiple internal teams to streamline processes and maintain service standards

Customer Service Advisor at British Telecommunications (2019-11 – 2022-04)

• Delivered high-quality service to residential and business customers, including conflict resolution
• Managed accounts and resolved service interruptions, consistently exceeding performance targets

Debt Manager / Collector at Barclays Partner Finance (2018-04 – 2019-11)

• Managed a portfolio of accounts, handling sensitive financial conversations with a customer-centric approach
• Negotiated repayment plans while ensuring compliance with financial regulations and internal policy

Customer Service Advisor at Scottish Power (2016-04 – 2018-02)

• Handled inbound and outbound calls, resolving billing, account and service issues
• Escalated and documented issues appropriately, working within company procedures

BSc (Hons) in Physical Geography – Edge Hill University (2008-09 – 2011)

A-Levels – King George V College, Southport (2005 – 2007)

GCSEs – Bootle High School (2003 – 2005)