As a health advisor with NHS Direct I would be the first point of call for people displaying symptoms of illness or injury, use critical thinking and good judgement to determine based on symptoms the severity of the condition and advice on the best level of treatment over the telephone. To recognise with patient history whether an injury or illness may be due to abuse and inform the relevant local child protection agency of my concerns. Being able to confidently talk somebody out of suicide or at least stall them long enough until emergency services could arrive.

Role includes adopting a Lean approach to customer service, to serve our clients customers (Tesco credit card) over the phone and answer general enquiries. Role requires knowledge of the Data Protection act and upholding the integrity of customer’s personal information.Also includes taking payments, explaining and understanding how interest is applied and other general banking knowledge. Often called upon to lend Coaching and floor walking responsibilities in which I occasionally monitor the calls of others and help them where and when needed with difficult customers and queries. Clearing internal TS agent forum to make easy access to other advisors and providing feedback to Operational Management about process change.