Making decisions on behalf of the Secretary of State for Work and Pensions. Being a decision maker we make strategically important decisions based on a number of variables, including time constraints, resources available, the amount and type of information available and the number of stakeholders involved. Typically the decisions we deal with on a daily basis is gathering vital information to decide on whether an individual is fit to be placed into work related activities.

As an Employment Adviser I would create my own caseload of employers that I have gained by interacting through various forms of engagement whether it be social media or actively contacting employers directly face to face or by phone to support in filling vacancies made available. It was vital I assisted the general public in developing their journey towards sustained employment. This is done by identifying barriers to work, creating action plans, developing job hunting skills, improving self-confidence, and utilising internal support and external partners to gain additional skills, knowledge, and experience which will assist their journey back into employment. Key Responsibilities include • Engaging participants in training programmes • Conducting initial assessments • Identifying, facilitating, and managing participant expectations throughout the programme • Developing short and long-term solutions to unemployment • Supporting participant progression towards sustained employment • Undertaking SMART action plans • Supporting participants in preparing for role specific recruitment processes • Maintaining a sound knowledge of the local labour market • Maintaining high quality and highly accurate administrative data.

I am a qualified tennis coach, qualified for the past 3 years. Currently working at Cringleford tennis club coaching two hour sessions a week to children from as young as 6 to 16 years of age . As well as this I also deal with private coaching where I will offer one to one sessions for any age or ability. With this I would create my own sessions and deliver them to a high standard.

The Customer Resolution Senior Analyst, was a customer facing role with responsibility for delivering first and second line IT support services via a multi-channel operation, including telephone, email, and web.As a Customer Resolution Senior Analyst I was responsible for end-to-end management of a diverse range of incidents, service requests, problems and major incidents in addition to providing expert technical advice on a wide range of systems and technologies for Health & Justice including Prisons, Police and other Secure Units along with delivering services to all other NEL customers.

Working with various member practices and pharmacies within Norfolk and Waveney district to deliver efficient repeat prescribing processes to the general public, which helps in reducing prescribing and medication wastage. Within this role I am working along side pharmacists and GPs on a daily basis to assure all patients are receiving their medication in a timely manner. This is dealt with by incoming calls and also replying to a online request form via email.

I started off as a pathways advisor helping assess the general public on their health concerns and triaging all patients. I was promoted to a coach in the company for the last 12 months allowing me to take ownership of the new starters career's in the company and guiding them through a smooth transition to becoming a competent pathways advisor. Whilst being a coach I would deal with auditing of up to 10-15 people each month making sure all calls are kept up to a high standard as well as given individual feedback to all. With the new recruits it would be myself they would come to first for any concerns and would deal with many management queries. In this role I would be liasing with operation managers every month to help further develop the company as well as it's employees.

I worked as a PE Teacher at a number of different primary schools from Fressingfield Primary, Egdar Sewter Primary, Pakefield Primary, Palgrave Primary just to name a few, offering lessons on various sports i.e football, tennis, cricket, hockey, athletics etc.. I would be working with anything from 10-40 children who were under my supervision at all times. I would work with all learning abilities and would make sure my sessions were fun and making sure all interaction was had from the children that took part in my lessons. A normal day would consist of putting on two 45mins-1 hour sessions and then finish the day with an after school sports club for an hour. In this time I would have to think on my feet every day to cater for the needs the schools demanded on certain days as well as factoring in weather concerns some schools wouldn’t have appropriate indoor facilities available. With creating my own sessions plans I would be responsible for all sessions held and would have to make informed decisions at the right time and manage my time effectively to make sure that the school continued to run smoothly.

Validus is a specialist management consultancy which offers a unique, expert service to companies receiving credit hire and repair claims. I provided claim analysis and negotiation functions as part of a bespoke, highly specialized claims analysis process and fulfilled a role that stands at the core of a highly technological offering. The role involved the detailed examination of payment packs, the assessment of key claims data against a template of industry standards, the compilation of correspondence either incorporating our settlement proposals or seeking outstanding information and the negotiation of claims to settlement with the Claimant’s Representatives.

I worked for NFU Mutual under a temporary basis in Norwich before the office moved away from Norwich. The temporary basis was only short term in which I was dealing with data input for new claims that needed to be processed. As well as taken incoming calls from customers i.e farmers and small businesses chasing up claims as well as being the first port of call for new claims. Maintaining a high level of customer service due to the degree of claims I was dealing with.

Working as part of a large department (c150), within a team of 8 other CSR’s.Dealing with high volume of customer queries regarding new polices, renewals and retention for motor & home insurance products.Answering incoming calls and answering email / letter correspondence from a wide customer base.Building rapport with a diverse selection of potential new customers, going through personal information, and details of what type of cover they require.Using in-house systems to calculate premium based on information received.Overcoming customer objections often relating to price, fully explaining key features and benefits.Handling varied queries, dealing with each query efficiently and professionally.Processing adjustments to polices including, change of vehicle, adding new individuals, adding convictions to policy, overall usage, adding further products dependant on the customers need.Striving to retain business with current customers; discussing the benefits of being with Aviva, key points of products available, overcoming any concerns or issues regarding current cover provided.Acting as a key representative to ensure customer calls are resolved first time round.Previously worked to individual and team based targets, targets used to include: availability on the phone (85%), conversion (quote to sale), retention of renewals and promoting add-ons. This changed in 2012, where we would work to “Systems Thinking” principles and guidelines. Which was more about catering to the customers needs more than a sales environment.

Went travelling to Australia in which I worked for a company for 6 months providing life insurance to the general public this was through working in a outbound call centre. Allowing me to gain some valuable sales experience.