Official title - Clinic Clerk.

Previously worked for a large outsourcing company. In my job role I worked in a large, busy office. I dealt with a wide range of customer queries including taking orders, processing returns and assisting with any billing issues. I previously worked on a specialist team dealing with Payment Protection Insurance (PPI) enquiries. I would receive information from various solicitors requesting to check a customers entitlement to any PPI. This included checking the claimants information in our systems and liaising with the solicitor. The job role required me to be extremely vigilant when confirming data protection and that the new GDPR regulations were met. I would then have to log the data and send this to our client Freeman Grattan Holdings (FGH). Rly job role has changed during the COVID-19 pandemic. I was asked to take calls on behalf of the NHS, making appointments for the COVID-19 vaccine. This includes assessing whether the caller is eligiblefor the vaccine, and if they need to be referred to a different service for example, their GP or 111

I was previously part of a Customer Service Team for British Gas accounts, working as a complaints handler which involves dealing with very complex enquiries, problem solving, finding solutions and checking correct processes are followed. I have experience in using Microsoft work packages including excel and word. I am required to work within short time-scales, ensuring issues are resolved quickly and satisfactorily for our customers. This role also includes reviewing complaints completed by other advisors to make sure they are compliant with British Gas policies and feeding back to managers. I also took on a mentoring role to help other advisors progress. This required me to monitor their calls and provide relevant feedback. Previous to this role, I worked in the customer service team, handling on average 40 calls per day dealing with a wide range of customer enquiries, whilst maintaining a high level of customer service. My main duties included resolving customer billing issues relating to their British Gas accounts. I was working towards a level 2 NVQ apprenticeship in customer service. This included being monitored by my trainer on calls and completing verbal and written tests. I gained the full qualification.

During my career at ASDA I worked in various departments in various job roles. Duties include managing a customer service desk, handling online orders, paying utility bills, operating a till, serving customers, cash handling, organising job roles ensuring all jobs covered in line managers absence, dealing with challenging customers and resolving issues. I helped liaise with different community projects and charities. Helping raise awareness of local issues. I also participated in many community events, representing my local ASDA store whilst also representing the ASDA brand. I was known for my exemplary customer service skills, which saw me recognised as colleague of the month and recognised regionally for my hard work ethic and customer-focused approach.