Kristie Mcloughlin

Highly skilled in decision-making under pressure, safeguarding, team supervision, and service coordination. Calm, organised, and people-focused, with proven ability to manage responsibility, communicate effectively in regulated and fast-paced settings. Now seeking a new opportunity to contribute skills, experience, and commitment within a supportive organisation.

Emergency Medical Advisor at East Midlands Ambulance Service NHS Trust (2023-01 – Present)

• Handle 999 emergency calls, assessing clinical urgency and ensuring appropriate responses
• Provide reassurance and clear communication to patients during distressing situations
• Manage 111 calls escalated to 999 requiring further assessment
• Signpost patients to the NHS services when conditions are not immediately life-threatening
• Arrange emergency and non-emergency transport from homes, GP surgeries, and hospitals
• Liaise with Police, Fire Service, and other external agencies
• Identify and escalate safeguarding concerns in line with NHS policy

Customer Service Advisor at BT (2021-11 – 2023-09)

• Managed high-volume inbound calls relating to billing, orders, service faults, and queries
• Resolved customer concerns professionally while meeting performance targets
• Supported new starters as part of a buddy system, providing guidance and reassurance
• Maintained high standards of customer satisfaction in a fast-paced call-centre environment

Deputy Manager at Brantley Manor Residential Care Service (2017-07 – 2021-10)

Supported the Registered Manager in the daily operation of a 33-bed residential service. Took full responsibility for the service in the manager's absence.

• Led staff supervision, appraisals, rotas, and training
• Administered and managed medication, including ordering, audits, and returns
• Liaised with healthcare professionals, families, and external agencies
• Responded to emergencies, incidents, complaints, and safeguarding concerns
• Completed audits, risk assessments, care plans, and electronic documentation
• Managed admissions, assessments, and care planning
• Trained as Infection Control Link Practitioner
• Trained in wound care, pressure damage prevention, and end-of-life care
• COVID-19 swab trained for staff and residents
• Trained in verification of death and nominated responsibilities (throughout COVID-19)

Senior Care Assistant at St Claires Nursing Home (2015-09 – 2016-07)

• Delivered high-quality personal and clinical care to residents with complex needs
• Supervised shifts and supported staff teams
• Administered medication, including controlled drugs
• Coordinated with GPs, district nurses, and healthcare professionals
• Maintained care plans and documentation

Care Coordinator / Line Manager at Mears Ltd (2012-03 – 2015-08)

• Managed and supported a team of approximately 25 carers
• Completed staff appraisals, spot checks, supervisions, and rota planning
• Acted as first point of contact for staff and service users
• Supported an extra-care housing complex, improving organisation and staff morale

Sales Assistant/Supervisor at B&M Retail (2009-02 – 2012-03)

• Serving customers
• Replenishing the stock
• Returns and exchanges
• Cleaning
• Deliveries

Deputy Manager at Bay Trading (2007-09 – 2009-02)

• Stock check
• Servicing customers
• Supervisions
• Key holder
• Returns
• Exchange
• Cleaning

GCSE in Maths, English, Science, Child development, Food Technology, German, RE, IT, Geography

NVQ LEVEL 2 in Health & Social Care

Level 2 in Understanding Safeguarding and Prevent – NCFE CACHE

LEVEL 2 in Awareness of Mental Health Problems – NCFE CACHE