Support Worker - Forward Trust
(2024-09)
- Completing comprehensive assessments and managing risks in conjunction with probation
- Creating a collaborative action plan
- Delivering structured one to one and group work sessions in accordance with any relevant manuals
- Maintaining accurate record keeping throughout
- Review ongoing support by liaising closely with other agencies, namely probation services
- Meet required KPI's to corresponding deadlines
Pensions Administration Officer - SS&C
(2024-01 - 2024-09)
- Perform various administration tasks e.g., handling of new entrants, leavers, retirements, transfers and deaths
- Update relevant pensions administration databases and systems
- Running automated calculations and performing manual benefit calculations
- Develop a knowledge of clients and their associated schemes
- Logging and scanning of correspondence
- Project work as directed by Team Leader or Manager
- Compliance with ISO and AAF accreditations
- Liaison with Client, Scheme Actuary, Consultants, Providers, Pension Payroll Members and third parties
Coach/Contractor - Lenvi- Homes England
(2023-07 - 2023-12)
Coaching as a contractor via Hazell Car recruitment agency. Contributing to the strategic and operational development and planning of the service centre.
- Leading, developing, motivating, and inspiring teams and individuals to maximise performance
- Taking responsibility for the identification and performance management of individuals under performance, within the appropriate timescales
- Developing and maintaining relationships across Lenvi that support the delivery of business KPI
- Supporting departmental KPI's & SLA
- Being responsible for the communication and delivery of individual productivity and performance objectives
- Recommending and implementing changes to improve service quality and process efficiency through CI and Lean technology
- General administrative duties to support the team and project accordingly
- Follow company processes and procedures relating to Data Protection
- Always adhere to Financial Services Authority guidelines
Support Worker - Barnardo's
(2021-11 - 2023-06)
- Support families with complex needs to make positive changes and reach their full potential
- Work in line with Barnardo's policies and procedures to safeguard children
- Build positive relationships with families and complete direct work in homes, schools and community spaces
- Recording accurate and information in a timely manner
- Work with multiple professionals to create and follow plans and assessments to meet the needs of children, young people and their families
- Run group sessions for children, young people and their families
- Take part in team activities and projects
- Work flexibly to meet the needs of the service
Customer Service Officer - Newport City Council
(2021-04 - 2021-10)
Responsible to the Team Leader. Responding to enquiries from the public on a wide range of Council Services. Aimed to fully answer queries over the phone and in person initiating services for the customer in a friendly, helpful manner. Identified any shortfalls in information provision to fully respond to public enquiries.
Domestic Abuse Support Worker - Next Link
(2020-12 - 2021-04)
- Assess the risk a client is in and deliver a service appropriate to the level of risk, offering a premium service to those at high risk
- Work within a multi agency setting to ensure all agencies do their part and co-ordinate their work to keep people safe
- Focus on and prioritise high risk cases and provide a pro active, short to medium term crisis intervention service through individual safety planning and personal support
- Identify and assess the risks and needs of domestic abuse victims using an evidence-based risk identification checklist
- Work with high-risk victims of domestic abuse to help them access services to keep them and their children safe
- Attend Multi agency meetings as required
- Manage a case load ensuring each client receives the appropriate service individual to their needs
- Pro active with Line Manager by carrying out case reviews every two weeks
- Providing advocacy, emotional and practical support and information to victims including in relation to legal options, housing, health, and finance
- Supporting the empowerment of the client and assist them in recognizing domestic abuse and to help them regain control of their lives
PPI Complaint Handler / Financial Assistance Officer - Huntswood Recruitment
(2019-10 - 2020-12)
Worked with Lloyds until May 2020 as a PPI complaint handler. Responsible for dealing with PPI Complaints where I had to research, investigate and provide an outcome for the PPI of the customer. Currently contracting with Barclays and working in the Barclays Financial Assistance department.
- Used telephone and written communication to an outstanding level
- Gained experience using Excel spreadsheets and excellent IT skills
- Serving Customer's needs whilst ensuring compliance is met and adhered to
- Managing expectations of clients and providing a bespoke service to ensure that all customer needs are satisfied
- Providing feedback to colleagues and peers to ensure that Barclays operated in the most efficient manner
- Ensuring that all personal performance indicators are exceeded, ensuring that the service provided is right for the clients and Barclays
- Dealing with high call volumes both inbound and outbound
- Dealing with Vulnerable customers and following the Texas model on each call
- Dealing with customers who have been impacted with Covid19
- Helping customers with Coronavirus situation in helping them with their loan payments and giving them overdraft support
- Set up affordable payment plans for customers who are struggling to pay their loan back
- Completing Income and expenditures on all calls when a customer is in need to set up a low contractual monthly payment for their Barclays loan
- Using various systems day to day to complete each case
- Working from home and completed many modules with Barclays to provide the best customer service
PPI Complaints Handler - Target Group Newport
(2018-07 - 2019-10)
Working as a PPI Complaints Handler for GE money. Responsible for dealing with Data Subject Access requests sent by Claim companies and customers.
- Researching and providing all relevant information required for the customer to be able to get the PPI refunded
- Using Excel spreadsheets and Word to produce letters for the information requested
- Using FCA website and various PPI Tools to find PPI
