I received an internal promotion from Pensions & Complaints Administrator for demonstrating a strong understanding of UK pension products and retirement options while developing positive and productive relationships with Customers and Clients.Guiding customers through their retirement journey over the telephone. (Up to four 1.5 hour appointments daily).Establishing the customer’s needs, explaining the options available to them and providing any riskwarnings to ensure the customer understands the implications of the choices they can make for their pension.Issuing a retirement pack(s) to the customer with details of the option(s) and requirements for moving forward within the customer journey.Handling follow up enquiries and/or providing requotes to customers.Throughout the process providing excellent administration service to customers within the agreed Service Level Agreements and ensure excellent accuracy levels are maintained.Adhere to the department/client policies and procedures.Ensure all work is conducted within the Regulatory frameworks and in line with the Treating Customers Fairly principles and approaches.Identify and implement process improvements in order to improve throughput and customer experience.Taking responsibility for my own development and working towards professional qualifications appropriate to the job, within the agreed timescale.Work on own initiative and know when to escalate where necessary.Contribute to audits (internal and external) and quality assurance activities as required.

• Investigating complaints and establishing the initial cause of the issue.• Formation of the process timeless and evidence reviewing.• Producing clear Final Resolution Letters & Summary Resolution letters. Explaining and detailing the conclusion reached, sensitively and in a well informed manner.• Recording new complaints and updating the progress of all complaints.• Provide frontline support by dealing with customer/ 3rd party queries via the telephone or in writing.• Personal caseload management and prioritising.• Establishing the customer’s needs, explaining the options available to them and providing any risk warnings to ensure the customer understands the implications of the choices they can make.• Provision of administration service to customers as per Service Level Agreements.• Ensure all work is conducted within the Regulatory frameworks and in line with the Treating Customers Fairly principles and approaches. Whilst also adhering to the department/client policies and procedures/ quality standards.• Throughout the process providing excellent service to customers within the agreed Service Level Agreements and ensure excellent accuracy levels are maintained.

Sole Administrator & Compliance Lead to a Team of Employment Support Specialists.• Covering extensive general Admin duties.• Team management.• Diary scheduling.• Continuous Auditing. Twice weekly for KPI Performance Dashboards. Weekly Final KPI Performance Dashboards. Monthly MAF Audit.• Client outcome authorisation & Audit.• Referral upload and continuous development audits.• First point contact for new Client referrals.• Relationship building and maintaining with external and internal stake holders.• Upskilling / training supervision.• Mental Health First Aid Certified - MHFA.

• Management of a small Referral Coordinator team.• On boarding Administration, reference checking, equipment provisioning.• Auditing, Sampling and general Compliance duties in-line with ISO9000 & ISO27000 Key standards.• Referrals coordinator: Appointment setting for in-person delivery meetings. Screening processor fora Mental Health Employability Programme.• First point of contact for Clients, referrals, and Participants.• Working remotely, communicating via telephonic software, Microsoft Teams, Outlook Email, and mobile phone.• Working inline with Health Care professionals, Mental health Specialists, and liaising with Probationaryofficers.• GDPR Data entry & Data security.• Outbound/ inbound contact.• Prioritising vulnerability and Safeguarding attributes.• Mental Health First Aid certified.

I made outbound calls to existing customers to reschedule annual visits and book repair jobs for ourengineers. I also action complaints and exercise refunds appropriately.• Appointment setting for in-person meetings.• Data entry• Contact center• Outbound calling• KPI/target meetings• Remote customer service• Prioritising vulnerability

• I moderated/managed a new Grad Bay team under NHS Test and Trace within my role at Sitel. Aiding the new agents through their first outbound calls and answering all enquires while making outbound calls.• Micro management.• Whilst still working my position as a Tier 2 upskilled outbound Call Handler. Being offered thisopportunity based on previous experience of showing high levels of empathy, sincerity and quality control throughout my work whilst collecting relevant data in a generous manner.• Data collection of sensitive and vulnerable cases.• First point contact.• Safeguarding Adults and children. (Level 2 - NHS)• Clinical case workers, Level 2 team leaders, and Level 2 clinical leads (NHS).• Fire safety in hospice care (Level 1 NHS)• NHS Covid19 Test and Trace Response Team.• Tracking clients and providing follow up support.• Providing and completing assessments over the phone.• First line point of customer contact.• Making outbound calls and emails to the general public.• Following up customer leads.• Handling of personal and confidential information.• Programme checking and software development.• Assisting new employees through on boarding and virtual training programmes.

• NHS Covid19 Test and Trace Response Team.• Tracking clients and providing follow up support.• Providing and completing assessments over the phone.• First line point of customer contact.• Making outbound calls and emails to the general public.• Following up customer leads.• Handling of personal and confidential information.• Programme checking and software development.• Assisting new employees through on boarding and virtual training programmes.

Arranged and booked medical appointments and assessmentsTook responsibility for prescriptions and medicationControlled benefit claims and financial statementsPreparing meals/cookingGeneral cleaning and administration responsibilitiesHousehold maintenanceLand husbandry

Home based volunteering data transcriptionist.Transcribing the inventory of the Jill Grey Books collection, to help get this catalogued and then placed online.

Maintaining a high level of cleanliness for the surgeryUsed specific machinery for polishing floors and wallsSolved problems for customers and management regarding stockBooked appointments via telephone calls

Liaised with the sales team regarding the organisation and preparation of promotional eventsTook responsibility for the cleaning and Health and Safety of the showroom and groundsUsed industrial cleaning machines in order to adhere to a high standard of cleanlinessCommunicated with management for the purpose of stock control and replenishment