Yusra Bhurtun

Highly experienced Customer Service and Administration professional with over 10 years' experience delivering exceptional customer support within NHS, healthcare, recruitment, bookings, and administrative environments. Skilled in handling high volumes of enquiries through telephone, email, and face-to-face communication while maintaining professionalism, empathy, and accuracy. Demonstrates excellent problem-solving abilities, attention to detail, and the capability to work independently within remote and fast-paced environments.

Proven track record of managing customer queries, resolving complaints, maintaining confidential records, and achieving service standards whilst providing a positive customer experience. Experienced in using multiple IT systems, databases, Microsoft Office applications, and CRM-style platforms, making a smooth transition into a remote Customer Service Advisor role.

Resourcing Administartor - The Royal Wolverhampton NHS Trust

(2019-12)

• Deliver support to candidates, managers, and healthcare professionals via telephone, email, and face-to-face communication.
• Manage recruitment campaigns from initial application through to onboarding.
• Conduct candidate screening, interviews, right-to-work checks, DBS checks, and compliance verification.
• Coordinate training, inductions, occupational health appointments, appraisals, and return-to-work processes.
• Manage high volumes of bookings, cancellations, appointment scheduling, and staffing requirements.
• Produce and distribute employment documentation, offer letters, compliance correspondence, and reports.
• Maintain accurate records across multiple systems including AVAPA, RDB Pronet, and Microsoft Office applications.
• Support managers with diary management, meeting coordination, minute taking, and administrative duties.
• Investigate and resolve candidate and manager queries professionally and efficiently.
• Train and support junior recruitment and compliance staff members.
• Developed strong customer service skills through daily interaction with a diverse range of stakeholders.
• Maintained high levels of compliance and data accuracy within a demanding NHS recruitment environment.

Ward Clerk (Emergency Department) - The Royal Wolverhampton NHS Trust

(2016-11 - 2020-01)

• Acted as the first point of contact for patients, visitors, and healthcare professionals.
• Registered and admitted patients using the PAS system.
• Updated and maintained confidential patient records accurately.
• Managed telephone enquiries from GPs, patients, and clinical teams.
• Coordinated patient movements and administrative processes using Teletracking systems.
• Supported ward and clinic reception services while maintaining excellent customer care standards.
• Delivered professional support within a fast-paced and pressurised healthcare setting.
• Maintained accuracy and confidentiality while dealing with sensitive patient information.

Bank Healthcare Assistant - The Royal Wolverhampton NHS Trust

(2016-04 - 2017-05)

• Assisted patients with personal care and daily living activities.
• Monitored patient wellbeing and completed care documentation.
• Supported individuals living with dementia, disabilities, and complex health needs.
• Worked closely with multidisciplinary teams to deliver high standards of care.

Healthcare Assistant - Flame Lily Healthcare

(2015 - 2016)

Recruitment, Compliance & Booking Consultant - Flame Lily Healthcare

(2014 - 2016)

Café Assistant - Under The Umbrella Tree Café

(2010 - 2011)

Level 2 Digital Contact Centre - Back to Work (2026)

Level 2 Certificate in Customer Service - Highfield (2026)

BSC (Hons) - Animal Behaviour & Welfare - Plymouth University (2014)

BTEC National Diploma in Animal Management Level 3 - Animal Management - Isle of Wight College (2010)

Gateway to Animal Care Course - Isle of Wight College (2010)

9 GCSEs - Wednesfield High School & Darwin School (International) (2005)