Glean is the antidote to information overload for improved learning and productivity. Our inclusive learning technology empowers students of all abilities to take meaningful audio notes with a proven note taking process. We support 100,000s of learners at over 500 universities and colleges, including the world’s most prestigious institutions. Our mission as a company is to become synonymous with better learning as we strive to empower one million learners with effective note taking.

Smoothwall has developed a suite of products to assist with keeping children safe online. This includes web filtering, firewalls, monitoring software, record manager, and e-safety training.Worked on the main flagship products for Smoothwall, Record Manager, Monitor, and Filter.Created and executed manual tests including end to end, regression, and feature testing, including post live smoke testing.Analysed and reported reasons for test failure/s.Used appropriate tooling to assist with testing as appropriate, including Postman, DevOps, and Chrome developer tools.Seeked clarification where documentation is not sufficiently precise for testing.Delivered work to the committed timescale (usually in agile sprints)Assisted with creation of the release notes, adding test results, where appropriate.Have taken part in regular retrospectives and refinement sessions, before and following each sprint kick off, to ensure that the product features are of the highest quality.

• Provide systems administration for the operational and financial information systems, including setup Head of Financial Management and maintenance of user accounts and access levels, implementation and maintenance of agency and trust related standing data.• Provide first level support to NHS Professionals managers, staff, clients, and external agencies via email, telephone and written requests, on matters regarding information systems, national policies and procedures.• Handle incoming service desk support requests professionally and efficiently for swift, effective resolution via telephone and email.• Maintain confidentiality of information about patients, customer trusts, NHS Professionals business, and NHS Professionals employees and flexible workers.• Provide support to Agency Support Manager to ensure multiple projects and ongoing tasks are completed within service level agreement timeframes.• Responsible for training agencies in the systems, in the form of webinars, and assisting with their onboarding.• Organise own workload within parameters set by Agency Support Manager to ensure service level agreement timeframes are met, by pro-actively identifying and prioritising requests.• Liaise with & Support: - NHSP Client Relations Teams, Finance, Agency Rates Administrators, Credit Controllers, Director level personnel at the partner agencies, Rates Authorisers at the Client Trusts, Database Administrator in IT, Implementation team to ensure provision of Agency services.• Use and support NHS Professionals systems to their fullest potential providing clients, agencies and management with accurate and timely information.• Responsible for training new team members, and monitor employee progress, offering feedback to management on additional training requirements.

• Ensuring applications for NHS Professionals doctor’s bank are handled effectively and efficiently with full compliance, full life-cycle from attraction to registration via validation.• Worked closely with the wider Doctors Service Team to ensure recruitment activity is targeted and supportive of NHS Professionals and client Trusts objectives. 
• Develop own skills and knowledge, ensuring full understanding of team interfaces/impacts within the department and organisation. 
• Actively manage and monitor the delivery of the recruitment and OH team’s operational processes, ensuring these are met within agreed targets, deadlines, policies, procedures, any budgetary 
limitations and third party standards. 
• Worked on own initiative to plan time effectively and prioritise work on a daily basis, including responding quickly, appropriately and communicating clearly in relation to urgent/important issues. 
• Work in full partnership with colleagues and management throughout the organisation.• Resolve/ escalate any issues, complaints, process blockages seeking management guidance with 
proposed solutions for more complex queries.

• Investigate PPI claims and make decisions on whether a case is upheld or rejected.• Calculate final redress value. • Write final response letters to customers and claims management companies.• Work towards targets for quality and quantity.• Ensuring that the right decision is made for customers and for the bank.• Delivering excellent customer service working as part of a team as well supporting other team members.• Recording complaint details accurately on all relevant systems and databases.• Have acted as a deputy manager taking on management duties such as encouraging the team to achieve targets, ensuring quality, resolving problems, dealing with colleagues and ensuring the welfare of the team.• Completed management tasks such as assisting with ‘One Best Way’, ‘Return to Work’, completion of performance management tasks, recording absences and assisting in feedback sessions.• Coached members of the team whilst in ‘Route to Competency’ and returning to work after long-term illness.• Acted as a contact and mentor for a member of the team who had returned to work after a long-term illness.• Performed ‘Sense Check’ (Quality checking) tasks for colleagues to improve quality. • Provide support and guidance as an SME (on the PPI process) to case handlers and peers enabling them to develop on their training and whilst they are in the academy. • Suggested improvements for the training for new to bank colleagues, so that they have a better understanding of the processes and policies when they reach the academy.