Rhiannon Austen

Highly adaptable and motivated professional with over 13 years of experience across operations, customer service, administration, healthcare, retail, hospitality, and logistics environments. Proven track record of coordinating teams, managing compliance requirements, delivering exceptional customer service, and supporting business operations in fast-paced settings. Experienced in leadership responsibilities including recruitment, staff training, scheduling, safeguarding, risk management, and operational coordination.

Recognised for strong communication skills, excellent organisational ability, and the capacity to quickly learn new systems and processes. Seeking opportunities where strong organisational, leadership, customer service, and operational skills can contribute to business success while offering opportunities for professional growth.

Dispatcher at Veezu (2025-09 – Present)

• Coordinate and monitor driver allocation across a high-volume transport operation.
• Manage inbound bookings and ensure efficient scheduling of available resources.
• Liaise with drivers, customers, partner organisations, and offshore teams to resolve service issues and maintain operational efficiency.
• Monitor journey performance and implement solutions to minimise delays and maximise completion rates.
• Maintain accurate records and system updates while working within strict service-level expectations.
• Deliver excellent customer service in a fast-paced, target-driven environment.

Night Recovery Worker at PCP Cardiff (2023-08 – 2025-09)

• Provided overnight support within a residential rehabilitation service.
• Administered medication and completed health observations and welfare checks.
• Acted as Safeguarding Lead and Fire Marshal.
• Managed food ordering, COSHH processes, and stock control responsibilities.
• Completed and reviewed risk assessments to ensure service compliance.
• Responded to mental health crises and emergency situations.
• Facilitated wellbeing and self-care sessions for service users.
• Maintained accurate records and ensured compliance with organisational procedures.

Store Assistant at ALDI (2023-03 – 2023-07)

• Delivered excellent customer service in a busy retail environment.
• Managed stock replenishment and merchandising activities.
• Operated tills accurately while maintaining transaction efficiency.
• Assisted customers with product enquiries and alternative recommendations.
• Contributed to store presentation and operational standards.

Senior Support Worker at Ludlow Street Healthcare (2021-06 – 2023-03)

• Achieved promotion to Senior Support Worker within 10 months.
• Supported adults with autism to develop independence and life skills.
• Managed care documentation and ensured records remained accurate and compliant.
• Coordinated activities, appointments, and community engagement opportunities.
• Conducted staff inductions and participated in recruitment and interview processes.
• Assisted with staff supervision and team coordination.
• Managed service-user finances and monitored household budgets.
• Worked closely with agencies and stakeholders to ensure safe staffing levels.
• Completed management development training focused on leadership and safeguarding.

Customer Correspondence Agent at E.ON (via Manpower) (2018-01 – 2018-08)

• Investigated and resolved customer enquiries received through written correspondence.
• Communicated with customers to identify and resolve issues effectively.
• Managed multiple cases while achieving productivity targets.
• Analysed customer information using Excel and internal systems.
• Produced clear and professional written communications.
• Delivered high-quality customer service while handling complex enquiries.

Bar Assistant at Nottingham Belfry Hotel (2017-09 – 2018-01)

• Delivered customer service within a busy four-star hotel environment.
• Managed food and beverage service across bar, restaurant, and room service operations.
• Maintained accurate financial transactions and customer accounts.
• Ensured cleanliness and presentation standards were consistently achieved.
• Supported stock management and replenishment activities.

Customer Assistant at Tesco (2015-06 – 2017-01)

• Assisted customers and maintained product availability across departments.
• Conducted stock replenishment, pricing updates, and promotional changes.
• Supported stock takes and inventory accuracy activities.
• Maintained store standards and customer satisfaction.

Kitchen Porter / Waitress at The Crofts (2011-09 – 2013-05)

• Supported restaurant operations during busy service periods.
• Assisted with food service, customer care, cleaning, and kitchen support duties.
• Maintained hygiene and food safety standards.

QCF Level 3 in Health & Social Care – St David's Catholic Sixth Form College

Safeguarding Adults Level 3

BTEC Level 3 Certificate in IT – St David's Catholic Sixth Form College

Welsh Baccalaureate

GCSEs in Mathematics (A), English Language (B), English Literature (B), ICT (B)