As a Callhandler, I triage Patients to determine the most appropriate service for their specific needs using the NHS Pathways system, As a Non-Clinical Coach, I provide support and training for Clinical and Non-Clinical staff in matters relating to NHS Pathways.My Dispatch Controller role requires me to manage the allocation of Out of Hours cases throughout the Gt Yarmouth and Waveney and Southern Essex areas, and liaising with other OOH Providers in North Essex for which we provide 111 coverage . This position means I am also Shift Lead when no Senior Managers are in attendance. Regular transfers of cross-border calls to other 111 or Out of Hours services, As a part-time Team Manager I am responsible for the management of the 111/OOH operation at weekends.

Managed teams average 15 FTE to reach and exceed monthly targets to maximise their bonus earnings

Receiving incoming calls from customers searching for insurance products. Using a bespoke demographics colection system to identify and recommend suitable providers and maximising the number of companies the customer is transferred to.

Performance Manager for a variety of teams within the Banking evironment including: Mortgage Support, Customer complaints and New business. Regular 1-2-1 and coaching sessions to help develop team members skills and expertise.I also ran the end to end high volume recruitment process. This involved scheduling applicants and Interviewers, training and coaching new Interviewers, carrying out interviews and liaising with multiple recruitment agencies to ensure they provide the 'best fit' candidates to maximise the success and efficiency of the recruitment process.