Digital Engagement Officer responsible for the websites and social media of Healthwatch Wolverhampton and Healthwatch Sandwell.

Following a restructuring of the business I transferred to the team delivering Healthwatch Wolverhampton and took up the role of Engagement and Information Lead. This role covers a variety of areas including the management of the website and social media as well as managing and developing the Enter and View programme, Youth Healthwatch and managing the volunteers. I also attend meetings as well as community activities and events to promote Healthwatch in Wolverhampton and gather peoples experiences with a view to working with commissioners and service providers to bring about a positive change.

I was the Communications and administration officer for Healthwatch Walsall, the independent champion for local people’s voices in health and social care in the borough of Walsall. This is a service that is provided by Engaging Communities Staffordshire.My role was to promote the service, develop and maintain a social media presence and ensure that the numbers of people engaging with the service increases. I also provide administrative support to the team, assist in the recruitment of volunteers and the delivery of conferences, training and other events.

I provided the strategic support and vision for customer engagement across the Accord Group. Leading on Group wide activities such as the Scrutiny Panel, Customer Annual Report, Customer Conference and Awards. I provide support, advice and guidance to front line staff to enable them to deliver effective customer engagement opportunities that lead to change. My aim was to deliver a flexible customer engagement offer with opportunities for everyone to get involved with the business and help shape the services we deliver every day. I worked with customers and colleagues to develop a Customer Network which resulted in an increase of involved customers.

I worked across the Accord Group as part of the Corporate Customer Engagement Team. In my role I provide support to locality teams and other front line staff to engage our customers, working with them to develop and promote opportunities for involvement resulting in service improvement as well as other benefits for the organisation, the customers and the wider community. I lead and assist in the successful delivery of projects, events, activities, campaigns and training, working with key stakeholders, ensuring that business needs were meet and delivered a benefit to customers. This included the customer conference and awards ceremonies, digital inclusion workshops and more. I used insight and intelligence data to ensure that activities were meaningful and impactful. I supported and facilitated a range of customer groups resulting in service changes or improvements. I delivered key information to senior management and customer groups, including performance updates as well as projects, events and activities updates to demonstrate the impact of customer engagement and the investment in these activities. I manage all communications to customers effectively and in a timely fashion, working closely with the communications team. I also monitored, reviewed, and assist in the meeting of team outcomes and performance.

I worked across the Accord Group as part of the Corporate Customer Engagement Team. I provided support to locality teams and other front line staff in engaging our customers. I worked with teams across the group to develop and promoted opportunities for involvement and service improvement. I had a specific interest in youth engagement and digital inclusion. I supported and plan events and projects such as our customer annual report and conference. I completed my NVQ level 2 in Business, gained a BTEC in Business and A-C in English and Math’s.

I worked with the PA to the chief executive of Caldmoreaccord and also the PA to the directors. I supported them in their roles and handled duties such as taking minuets, arranging meetings, dealing with staff enquiries, booking meeting rooms, ordering stationary and monthly housekeeping checks.

I was elected to be president of the Students union in 2008 which was a paid position. I managed a team of volunteers and student union officers. We planned a range of activities, events, campaigns and protests including: sexual health, the environment, disability awareness, LGBT awareness, student rights and benefits to fundraising for charity. I worked with every level of management across the college to ensure that student’s views were represented and listened to, I was even made a governor, and presented regular reports on the unions activities.

During the summer holidays I provided support the student enrolment and finance team at Walsall College. This role was a people facing role, helping people with their EMA applications and other finance applications. I also spent some time working with the reception staff to sign post new students and handle enquiries.