Salma Hawa

Customer-focused professional with 10+ years of experience in regulated environments, including NHS, DWP, Birmingham City Council and pharmacy sectors. Demonstrated expertise in complaint resolution, stakeholder engagement, and CRM systems. Recent graduate in Aviation & Airport Management. Known for strong interpersonal skills, time management, and commitment to service excellence.

Employment Verification Specialist - Argus Verify

(2025-06)

• Manage employment reference requests and verify work histories in line with compliance and data protection standards.
• Liaise with employers, agencies, landlords, and internal stakeholders to ensure accurate and timely completion of employment checks.
• Maintain secure, up-to-date records and track all correspondence using CRM and HR systems.
• Handle confidential information with professionalism, ensuring GDPR compliance.

NHS Customer Service Responder - Royal Voluntary Service

(2020-04 - 2022-05)

• Delivered essential remote support on behalf of the NHS, assisting vulnerable individuals with queries and guidance during the COVID-19 pandemic.
• Accurately input and updated personal data using internal database systems while ensuring confidentiality and GDPR compliance.
• Handled high volumes of inbound calls with empathy and professionalism, resolving issues and escalating concerns where necessary

Customer Service Advisor - Roots Pharmacy

(2015-03 - 2020-03)

• Received customer orders for specials and acknowledged receipt.
• Liaised with customers and kept them informed of the progress of their orders.
• Processed patient nominations and accessed medical history.
• Followed up with customers to ensure their technical issues are resolved.
• Spent time out of the queue to create new ways to excite and engage with customers of Roots Pharmacy.
• Ensured new patients are contacted a week after delivery to confirm ongoing ordering pattern.
• Maximised the number of existing customers who continued to use our service by identifying customers who do not use our service regularly.
• New patient leads were generated and followed through to achieve targets.
• Data entry on various systems and answered customers' queries by email, phone, and live chat.
• Referred problems or queries to the pharmacy teams.
• Followed SOPs and the pharmacy policy and procedure, to always ensure patient safety and confidentiality.
• Incoming calls/F2F/email queries from patients, regarding orders, quotations, and general queries.
• Performed administrative duties including re-ordering of medicines and stock checking.

Customer Support Advisor (DWP/ Review & Planning Team) - Capita

(2012-09 - 2015-01)

• Helped in company promotion, and informed customers about services that could be beneficial to Capita.
• Dealt with escalation for customer issues and determined to find the right solution for a customer's needs, liaised with the customer to resolve the situation.
• Operated according to Customer Support SLAs and ensured that KPIs and targets were met.
• Provided support and comprehensive product/service information to customers; assisted customers in making purchasing decisions.
• Diagnosed a suitable payment program for the customer also, informed customers of benefit payments.
• Made notes on the internal database to reflect correspondence in within an accurate and timely manner, with high-quality notetaking.
• Excelled and demonstrated persuasive leadership.
• Superior attention to detail led to being relied heavily upon to prepare complex legal documents.

Complaints Advisor - Birmingham City Council

(2010-01 - 2012-06)

• Provided support to Birmingham City Council for troubleshooting customer-returned products.
• Logged complaints accurately by BCC service standards.
• Managed timelines for complaints investigation to ensure that reporting is performed on time and complaints are addressed promptly.
• Identified applicable corrective and preventative actions to facilitate complaints closure.
• Self-motivated and proactive in time management, in a fast-paced but dynamic environment.
• Maintained the professional image of the company and provided effective/excellent service to all customers, so that a positive first and lasting impression was made.
• provided a professional feedback service to colleagues involved in complaint cases to create a culture of continuous improvement within the company.
• Proven experience in handling regulated complaints, as well as regulatory awareness.
• Internal and external stakeholder engagement experience to enable the successful resolution of complaints.

BA (Hons) - Aviation & Airport Management - University College Birmingham, UK (2024 - 2025)

FD - Aviation & Airport Management - University College Birmingham, UK (2022 - 2024)

FD - Business Management - University of Wolverhampton, UK (2006 - 2006)

A Levels - Business Studies, Economics, English Language, Computing - Al Nujoom International School, Saudi Arabia (2006 - 2006)

IGCSEs - Maths and English - The British International School of Jeddah, Saudi Arabia (2004 - 2004)