Natalie Trott

As an organised and highly creative individual, I thoroughly enjoy the challenges of working within a dynamic and fast paced working environment. The knowledge gained from my working experience with Brunelcare, Bromford Housing Association and South Gloucestershire Council has shaped my ability to adapt quickly, work efficiently, think creatively and work effectively as part of a team or on my own initiative. I am a positive, trustworthy, organised and hardworking individual.

I am confident and committed and have outstanding communication and interpersonal skills. I also possess excellent problem solving, time management and leadership skills.

Housing Team Manager at Brunelcare (2023-06 – Present)

The role of the Housing Team Manager is to deliver a high quality, proactive housing management service providing high levels of customer satisfaction.

• Be a role model for the Housing Team across the whole organisation, both internally and externally, displaying a positive attitude and empowering the team to develop their skills and knowledge.
• Proactively delivering an excellent housing management service to our residents, focussing on their needs, and expectations. Consistently demonstrate the business values, and work with colleagues and partners to develop our sheltered housing schemes.
• Direct, coordinate, monitor and supervise the day-to-day activities of the Housing Team (South) to ensure an efficient, effective and proactive service with an emphasis on delivering excellent service to our customers.
• Manage the individual performance within the team against the business KPI’s, utilising reports and systems to complete monthly audits.
• To ensure the current tenancy and support services and staff remain compliant with the relevant regulatory bodies (HCA and CQC) and key industry legislation and good practice
• Be aware of data protection and the correct storage of personal information.
• To report and record safeguarding concerns in line with policy and procedures
• Utilise customer feedback, customer profiles and statistical information to make informed decisions about delivering action and projects in our schemes to benefit our customers.
• Responding to complaints within the department in a timely manner.
• Manage monthly supervisions, annual appraisals, absence, performance management and recruitment.
• Manage budgets

Creator & Owner at The Caring Touch (2018-07 – Present)

The Caring Touch was established in July 2018 and provides home help to enable individuals to live independently in their homes. I have built a team who provide services in the community such as domestic cleaning, shopping and laundry. Due to the success of the business, it has expanded to include deep cleans working in partnership with South Gloucestershire Council.

• Advertising and interviewing candidates.
• Successfully leading and inspiring a team to keep them motivated in their roles, working to schedule and within budgets.
• Maintaining morale in the team.
• Building external networks based on my experience and knowledge of the sector to promote growth in the business. I have successfully built connections with the local authority, Age UK and local care agencies.
• Managing all administrative duties including keeping detailed records of The Caring Touch clients and their needs, pricing structures, invoicing and processing wages.

Neighbourhood Coach at Bromford Housing Association (2019-08 – 2023-05)

• Extensive knowledge and experience of working with external agencies establishing relationships with multi professionals and colleagues. Utilising connections to benefit customers, Bromford and the community.
• A holistic approach whilst using technical knowledge to manage risk and where possible act in a preventative manner.
• Using a flexible approach of working with colleagues from all aspects of the business to deliver the right outcomes for our customers within the regulatory and legal requirements.
• Using a tenacious approach to my work which enabled me to consistently perform at a high level within the performance framework and have to date achieved 100% audit results.
• I work in a positive manner and engage well in a team offering support and guidance to enable team members to achieve their targets. I also support team members to generate and analyse their reports in line with performance measures and act as a guide within the team to audit their work such as ASB cases.
• I sought additional responsibility within my role to train colleagues including new starters to expand their knowledge and confidence of tasks. I provide feedback to my locality manager and confirm when I feel colleagues are able to complete tasks independently.
• I successfully mentored colleagues on a weekly basis to adapt to the Bromford DNA, in-line with their no spoon culture and empowered the individual to use problem solving skills to seek the correct outcome. I created a Mentor Contract, organised and planned weekly 1-1 mentor sessions which I lead by using mentorship and coaching skills. This allowed the mentee to feel more confident and motivated in their role which had a positive impact on our customers and the business.
• Updated systems accurately, timely and generate and analyse reports to shape focus and performance and as a tool in conversation with customers. I have successfully demonstrated a reduction in rent arrears on my patch since commencing work with my IMA.

Social Work Assistant / Trusted Assessor at South Gloucestershire Council, Children Adults & Health Department (2008-03 – 2019-07)

• Managing a caseload to ensure specialist inputs are obtained and effective outcomes achieved.
• Completing complex Mental Capacity Assessments and, when a person lacks capacity, make best interest decisions with other relevant parties, ensuring that the least restrictive option is followed. Raising awareness of a range of care issues and their implications and carry out risk assessments where appropriate, in order to ensure that needs are assessed and appropriate action is taken.
• Complete records and reports in accordance with professional and council guidelines.
• Carrying out assessments of needs, providing advice and guidance to service users and their carers. Signposting and accessing community services, establishing reablement support plans to promote independence and complete care plans where appropriate, ensuring that services are effective and meet legislation, regulations and codes of practice
• Completing Occupational Therapy Assessments. Providing advice and guidance to promote independence to complete tasks as well as providing basic equipment to service users. Applying for Disabled Facilities Grants to complete adaptations in the home such as level access showers and modular ramping.
• Liaising with contacts from different sectors, including health and the voluntary sector, sometimes as part of a multi-disciplinary team, ensuring that communication is effective and that knowledge and best practice are shared.
• Taking necessary action in accordance with Safeguarding procedures in order to protect vulnerable people.
• Reviewing and monitoring care plans and the quality of service provision, responding to changing needs and renegotiating service provision where appropriate.
• Supporting with individual and institutional safeguarding investigations.

Secretary to Property Services Team Leader South (temporary contract) at South Gloucestershire Council, Property Services Department (2007-01 – 2008-02)

Company Secretary at Bentley Jennison Financial Management Ltd (2001-11 – 2006-12)

Sales & Marketing Secretary at Jordan Engineering UK Ltd (2000-08 – 2001-10)

Temporary Assignments including Secretary to Finance Partner at Metcalfes Solicitors and Branch Secretary at Darlows Estate Agents. at Metcalfes Solicitors and Darlows Estate Agents (2000-05 – 2000-08)

Company Secretary at Thomson’s Financial Planning Consultants Ltd (1999-10 – 2000-04)

Chartered Institute of Housing Level 5

Introduction to Counselling - Pass – Stroud and South Gloucestershire College (2012-09 – 2012-12)

Access to Higher Education in Health and Social Care - Distinction in Health and Social Care – City of Bristol College (2009-09 – 2011-06)

Ilex (Paralegal Training) Legal Secretaries Diploma Level III - Merit in Paralegal Training – North West Kent College (1998-09 – 1999-06)

Certificate in Administrative & Secretarial Procedures - Distinction in Administrative & Secretarial Procedures – North West Kent College (1997-09 – 1998-06)

10 A*-C Grades, Including English, Science and Mathematics – St Johns Roman Catholic Comprehensive School (1992-09 – 1997-06)