Sapphire Bell

I am a hardworking, responsible individual who has excellent presentation, interpersonal and social skills. I have developed the ability to think logically and laterally during my time in education and employment. I work well under pressure and within a team. I am a very motivated individual and enjoy being set challenging targets.

Damp and Mould Resident Liaison Officer - Islington and Shoreditch Housing Association - North London

(2026-03)

• Serve as the frontline face for residents dealing with damp, mould and condensation.
• Provide empathetic proactive support to vluernable residents, including advice on preventing mould growth and referrals to welfare or tenancy management teams.
• Visiting occupied homes and void properties to conduct detailed surveys, measure humidity, and identify the root cause of dampness (e.g., rising/penetrating damp, leaks, or poor ventilation).
• Differentiating between the types of damp—such as rising damp, penetrating damp, or condensation—and identifying the source (e.g., poor ventilation, leaking pipes, or structural damage).
• Overseeing contractors and maintenance teams to ensure that treatments are applied correctly and repairs are completed on time and within budget.
• Communicate clearly with tenants, offering advice on property ventilation, tracking resident health risks, and addressing repair complaints.
• Provide regular updates to residents regarding progress, delays, or changes.
• Support vulnerable residents and identify
• Arrange appointments and facilitate property access for contractors and surveyors.

Customer Resolutions Advisor - Origin Housing Association - Euston

(2026-01 - 2026-03)

• Answering high calls from residents with new queries every day.
• A chance to make a difference and help mould the relationship Origin has with the communities we serve.
• Interacting with with a range of customers and residents
• Finding the right resolution for the residents
• Getting involved with community projects as well as internal projects as the Customer Resolution Team I interact with internal stakeholders daily.
• Implementing Origin Housing values into daily tasks.

Housing Officer - Riverside formerly known as One Housing Group - Camden Town, Greater London

(2023-05 - 2026-01)

My role at Riverside formerly known as One Housing as a Housing Officer involved:

• Being responsible to completely resolve queries, liaising with other teams in seamless fashion in the background, and making sure any decisions on complex matters are quickly obtained to enhance the customer experience and avoid out of the ordinary queries taking long to resolve.
• To assess and resolve a wide range of complex enquiries in accordance with established processes, procedures and policies with the objective of providing an outstanding customer experience. This included but was not limited to, permissions, licences, sub lettings, assignments, tenancy visits, tenancy checks, general queries.
• To utilise and promote a range of technologies to communicate with customers.
• To use necessary business systems in an appropriate way to record information relating to all interactions in accordance with established processes, procedures and policies to ensure accuracy of information and efficiency when dealing with customers.
• To carry out any home visits, site visits or office appointments to meet residents as required by any policy or process or agreed by the manager.
• My role also involved me to work in a collaborative and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience was delivered for our customers.
• I also had to ensure customers could influence our services by passing feedback and making suggestions on how our processes, procedures and policies can be amended to provide a better customer experience.
• Working within tight statutory constraints in a high-pressure environment.
• I had to be IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate in-house systems.
• I had to be self-motivated, assertive and confident.
• In my daily responsibilities, I conducted home visits alongside the tenancy fraud officer to detect instances of illegal subletting that were recorded in our system.
• I collaborated closely with the property management team to address concerns not only within residents' units but also in the shared communal areas.
• Ensure that all data protection requirements are met in accordance with the business policy, procedures and statutory requirements.
• Provide clear, supportive and accurate social housing advice to customers, colleagues and other stake holders, including signposting where appropriate, to ensure awareness of the service and the effective progression and resolution of cases.
• Build effective and strong relationships with customers to identify customers’ needs and aspirations, provide targeted support and use of customers intelligence to drive tenancy sustainability.
• Commission, direct and influence other teams as appropriate to resolve low level anti-social behaviour issues, hate crimes, domestic abuse and issues impacting community cohesion, escalating complex cases to the Community Safety Team as appropriate.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
• Accountability for organising my own work, priorities and objectives to meet the organisational goals, with the focus being “self-led” with customers ned and requirements at the forefront to improve the areas for which I am responsible for.
• Work with customers to minimise and resolve issues and complaints, liaising with the Customer Complaints Team to resolve escalated complaints as required.
• Represent Riverside in court for all cases bought against customers in my designated area, ensuring cases are progressed effectively and efficiently and relevant stakeholders are kept up to date with developments and outcomes.
• Pro- actively manage, maintain and improve designated social housing. neighbourhoods, dealing with all aspects of tenancy conditions, including service failures, cresting, promoting and adopting a culture of customer care in accordance with agreed processes, standards, timescales and targets.
• Accountable for ‘patch profitability’, minimising void rent loss, identify cash leakage, working in partnership with Shared Service colleagues to carry out inspections, property viewings, and managing tenancy sign ups and new tenancy visits.
• Liaise with internal teams and contractors to ensure timely completion of void works and compliance with re-let standards. Escalating issues where delays experienced.
• Coordinate all activities relating to the voids process from tenancy termination through to re-letting.
• Inspect void properties alongside technical support officers to assess works required and ensure value for money on repairs.
• Monitor key performance indicators (KPIs) related to void turnaround times and cost, implementing service improvements where needed.
• Manage lettings in accordance with Eastend Homes’ allocation policies and relevant legislation
• Conduct viewings and tenancy sign-ups.
• Provide information to ensure smooth handover, ensuring new tenants receive appropriate advice and support.
• Carry out pre-tenancy assessments and affordability checks to minimise tenancy failure.
• Deliver pre-tenancy advice and ensure tenants understand their rights and responsibilities.
• Ensure all documentation, including tenancy agreements and statutory safety certificates, are complete and compliant.
• Deliver patch plans in poor performing neighbourhoods.
• Oversee overall management of patch and liaise with contractors and service areas to gain best outcomes for customers.
• Attend ASB evictions
• Make pro-active contact with customers who are predicted to make a complaint.
• Effective management of tenancy breaches.
• Ensure neighbourhoods are well managed and maintained, liaising with internal services and external partners.
• Represent Riverside at local Tenants and Residents meetings.
• Work with contractors to ensure gas safety certificates are 100% up to date.
• Liaise with building safety team to ensure communal areas are well managed, safe and well maintained.
• Act as a customer advocate in liaison with contractors in relation to responsive repairs.
• Work closely with the Health and Safety colleagues on case management as required.
• Support the delivery of regeneration within neighbourhoods.
• Complete pre- termination visits to provide move on advice to the customer and complete property inspection.
• Manage mutual exchanges in partnership with the Housing Management Services team.
• Liaise with development colleagues on new developments.
• Liaise with Asset Services Colleagues on planned works
• Referrals to Tenancy Sustainment Services such as Helping Hands Fund.
• Letting properties- complete viewings and sign-ups with customers.
• Work with contractors and lettings services to reduce empty homes numbers.

Customer Service Advisor - One Housing - London

(2021-10 - 2023-05)

My role at One Housing involved:

• Being a customer service champion ensuring that all contacts are owned and resolved through to completion seizing opportunities to implement innovative and creative solutions.
• Utilising and promoting a range of technologies to communicate with customers.
• Carrying out of range of administrative duties that may be needed from time to time by other areas of the customer service directorate.
• Accessing and resolving a wide range of enquiries in accordance with established processes, procedures and policies with the objective of providing a positive customer experience and resolution at first point of contact.
• Achieving all personal or business objectives, measures of targets, service level arrangements and quality standards to maximise customer satisfaction.

Customer Service Co-ordinator - Xylem water solutions & Atkins - Hoddesdon

(2021-03 - 2021-08)

My role at Xylem involved:

• Answering high volume of inbound calls
• Ensuring customers received their products on time.
• Processing customers supply request via email and telephone
• Returning follow up calls
• Provide ETA's
• Logging calls out calls onto in house systems.
• Resolving customer complaints first time
• General administration
• Updating customer information
• Scheduling appointments for engineers to carry out work

Customer Service Advisor - News UK Head Quarters (News Papers) - Broxbourne

(2020-08 - 2021-01)

My role at News UK involved:

• Answering a high volume of inbound calls from high end retailers
• Logging late deliveries, shortage queries and all customer enquiries into the SAP call handling system
• Logging and investigating invoice queries
• Processing customer supply requests
• Handle and resolve customer complaints in a timely manner
• Question retailers thoroughly to acquire the most accurate information
• Ensures full compliance to all applicable legal requirements e.g. Health & Safety Regulations
• Complies with Workplace Organisation requirements
• Meets compliance to ISO requirements for the Logistics Team
• Ad-hoc tasks as per business requirements
• Resolving issues first time
• Providing customers with Eta's on the newspaper’s deliveries
• Credited customers accordingly

Call Agent - Reynolds Catering Supplies (Head Quarters) - Waltham Cross EN8 7RQ

(2017-08 - 2020-04)

My duties at Reynolds Catering Supplies included:

• Processing customer's food orders via telephone and email for next day delivery
• Resolving customer's complaints
• Following up customer calls where necessary
• Document all call information according to standard operating procedures
• Provide product information to customers
• Daily Administration tasks
• Answering high volumes of inbound calls
• Photocopying, filing and scanning documents
• Building a strong customer relation bond
• Resolving customer queries
• Checking to see if we had the relevant stock, which the customer required
• Strong use of Micro Soft Office and Excel
• Providing ETAs for customers foods orders
• Create and maintain filing systems, both electronic and physical
• Maintain files with confidentiality in an easily accessible format.

Weekend Sales Assistant - Asda - Southgate High Street

(2011-10 - 2017-08)

Weekday Centre Advisor - CCA - 8 Harbour Exchange Square

(2016-10 - 2017-04)

My main duties at CCA:

• Answering inbound and outbound calls
• Assessing all customers' needs and carrying out the necessary course of action
• Redirecting calls to the relevant department and/or relevant member of staff
• Responding to customers enquires via email
• Dealing with complaints
• Selling BT packages to existing and non-existing BT customers

KYC Analyst - Gain Capital Ltd - London EC2M 7EB

(2015-11 - 2016-05)

Whilst working at Gain I had to adhere to the company's compliance laws, regulations and codes of conduct in all jurisdictions in which the company conducted business. My role also required me to ensure that clients were treated fairly by knowing the customer and giving suitable advice where appropriate. I had to provide an appropriate level of service, communicating clearly and fairly and ensuring any complaints were reported My duties at Gain Capital involved the following:

• Dealing with applications for FX and CFD accounts, updating and maintain FX account details
• Processing and checking documents from retail, corporate and IBs to ensure that the paperwork met internal Customer Due Diligence (CDD) requirements
• Processing reactivation requests of dormant accounts, ensuring that paperwork and files were up to date
• Setting up Power of Attorney, Letter of Direction and corresponding fee schedules
• General Administration work, including filing and scanning
• To perform my duties, I used in-house CRM systems: World Check, Document Checker as well as Word and Excel
• Periodically evaluate existing Clients according to established policies and procedures.
• Maintain continuous contact with customer to keep customer file updated.
• Process amended client' records on KYC and CDD database.
• Have a thorough understanding of client's business and related parties to monitor client’s activities for unusual transactions.
• Periodical review of KYC records as to completeness, including verifying that due diligence has been performed and that CBC (due diligence) standards are complied with; also, that the files and risk assessments are current and up to date.
• Make accurate reports reflecting the risk analysis of new customers and compliance with internal and external policies and procedures relating to analysis procedures.
• Using various resources, I had to confirm account information and recognise the potential risk of new applicants.
• I had to conduct research to verify information on new account documents. I also had to ensure that new account holders are not high-risk customers.

BA Honours - Business Management and Marketing - University of Westminster (2012-09 - 2015-06)

BTEC National Diploma - Business and Finance - Harlow College (2010-09 - 2012-07)

BTEC - Business and Finance - Harlow College (2009-09 - 2010-07)

GCSEs - King Harold School (2004-09 - 2009-07)