Adele Gilbank Email & Phone Number

Doncaster, United Kingdom

Doncaster, United Kingdom

Home Office - Sheffield

Designed and delivered Induction Courses covering IT systems, processes, compliance and Immigration Law across 3 different work streams, often to tight project milestones. All training materials have to be reviewed and assured by Home Office experts in Immigration Law and presented to a very high standard of accuracy and attention to detail. Re-structured existing material to provide better search functionality and reduce handling times for new staff. Delivered training to large classroom groups, small teams and one to one through a range of toolsets, including presentations, written and on line materials, quizzes and group exercises. Managed the department’s adherence to mandatory compliance training and also recorded the results to report back to the business and also to the Clien. Responsible for ensuring that all process updates and business rules are trained out to the staff and also updated in line with the assured processes. Analysed changes pre-release to understand their impact and designed clear and concise briefs that focus on the key changes. Managed the inclusion of all changes to process into all the different support tools available to staff and have included and liaised with all key stakeholders in the change to ensure consistency, accuracy and timeliness of changes. Evaluated quality data provided by the Home Office to enable me to design a new interactive learning solution to target a specific area of the role where knowledge is lacking within the entire staff. This has resulted in a reduction of quality fails, so much so that in a 3 week time frame one area has seen a 100% reduction in fails received. Work as a member of new business project teams alongside and reporting to senior management to onboard new work streams in less than 6 weeks. Project role has included process development, training, systems UAT and post go live feedback and improvement.

Sheffield, United Kingdom

I quality checked the work of up to 60 staff, working towards the quality framework set by the Home Office, working to strict deadlines and being able to prioritise my workload. I gave feedback and coached staff within all agreed time scales resulting in less fails from the Home Office due to the staff being aware of their errors quickly and not making the same mistakes again.I was responsible for Data Exceptions which entailed checking 3 systems against each other to establish what the error was and correct it. This required a keen eye for detail and also the ability to work quickly. I was accountable for getting these right and reporting back to Team Leaders.

Sheffield, United Kingdom

This role required me to have excellent attention to detail and the ability to work quickly and correctly. This role included checking numerous systems and working to over 20 process to check for any barriers to removal an Individual had. There was a strict 100% quality target of which I hit month after month, this was coupled with a target or working 8 cases per hour of which I also achieved.

Dearne Valley - Rotherham

Providing advice and support through inbound and outbound calls to members of the public regarding child maintenance in very challenging and often emotionally charged situations. I had intensive training in soft skills such as listening and empathy. Tailored support packages for individual circumstances and signposted to other support agencies as required. I also performed call monitoring and ensured other staff were adhering to call standards set by the Client. Acted up as Team Leader when required including managing dialler, scheduling resource and coaching/mentoring other staff.

Mexborough

Managed a small team of staff in a retail environment and had a customer facing role. Responsible for stock control, people management, bookkeeping and banking, including reporting VAT. Reporting directly to the business owner.

Rotherham

My role included audio typing, filing, dealing with post and prioritising work for the other secretaries. I also dealt with Clients on the telephone and also face to face.