Steven Palmer

Dedicated and reliable support professional with 15+ years' experience in customer service, call handling and care roles. Proven ability to handle high-volume enquiries, de-escalate challenging situations, and provide calm, professional support while maintaining strict confidentiality. Strong communicator with excellent IT and problem-solving skills.

Support Worker at Leonard Cheshire (2015-01 – Present)

• Deliver person-centred support to vulnerable adults in a fast-paced environment
• Maintain accurate digital records and confidential documentation
• Remain composed in challenging situations and crisis responses
• Collaborate with multidisciplinary teams and external agencies

Call Centre Agent at Hospedia (2015-01 – 2015-12)

• Managed high volumes of inbound calls in a busy contact centre
• Resolved technical issues and customer enquiries efficiently
• Accurately logged interactions on internal systems

Social Support Worker at Glasgow City Council (2011-01 – 2015-12)

• Provided direct public support while managing sensitive cases
• Partnered with organisations to resolve complex issues

Call Centre Agent at Response Handling Ltd (2006-01 – 2011-12)

• Delivered excellent customer service on inbound & outbound calls
• Professionally handled enquiries and complaints
• Consistently maintained high accuracy in record keeping

Standard Grades in Maths, English, Physics – Dumfries High School

SVQ in Social Services & Healthcare (2021-01)