The UK’s biggest public service department responsible for welfare, pensions and child maintenance, administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.• Experience of working in a fast paced, highly pressurised telephony environment responding to customer queries and managing their expectations to provide a quality service.• Investigating complex cases in a methodical manner, identifying system and human errors and undertaking corrective action. Implementing document version control to keep track of changes and avoid confusion.• Dealing and handling customer complaints in a timely manner whilst maintaining an impartial and fair approach, keeping customers updated regularly with timescales and delivering customers a satisfactory outcome.• Ensuring all work items are completed on customers' case within Service Level Agreement (SLA) timescales adhering to organisational procedures and government legislation whilst prioritising welfare of the clients.• Digital Workplace Champion supporting colleagues virtually and onsite with laptop pre-deployment activities including completing housekeeping checklists and helping Single Point of Contact (SPOC) to get the site ready for transformation. Promoting the benefits of Cloud First technology by role modelling use of device. Assisting the User Support Services team on site during deployment, to signpost and help with queries. Floorwalking after deployment offering at desk support, signposting, and using the SPOC SharePoint site to troubleshoot.• Identifying skill & knowledge gaps and recommending learning pathways to develop team members resulting in greater work efficiency and productivity.• Lead in people engagement group involved in designing newsletter bringing together and increasing collaboration between two different working sites in order to meet common organisational goals.

Local publication company founded and based in Leicester. Pioneers in publishing who have created and successfully launched an Islamic Curriculum which provides enrichment for future generations in a fun and engaging manner.• Reviewing and editing content related to Islamic Law and Jurisprudence ensuring its correctness and accuracy by cross examining it with Arabic legal corpus and consulting with jurisconsults• Checking and correcting grammar, spelling, punctuation and inconsistencies in style guide such as fonts, font size, colour and layout• Implementing document version control to keep track of changes and avoid confusion

A well-established Leicester-based charity working to provide humanitarian aid and relief worldwide in poverty and disaster-struck countries• Provided 1st line and customer service support – 1st point of contact, face to face with clients• Researched, developed and planned fundraising ideas• Managed and lead a team of volunteers for large charity events• Raised awareness about the charity on a public radio show• Worked as a team in a fast-paced environment to meet the charity’s goals, involved monitoring various processes from stocking up shipping containers to managing public funds

• Work experience as a 1st line Administrative Assistant• Dealt with queries on the phone, by email and face to face• Typed letters, reports and other business documentation• Updated computer records and managed bespoke Database Systems• Set up and occasionally conducted property viewings

Religious Intuition offering a multitude of services to the community, providing spiritual sanctuary and a space for congregating for communal prayers, public lectures, seminars and workshops• Lead public worship and other ceremonies punctually – involves understanding people from varying backgrounds, making calculated decisions, taking responsibility for own actions• Conduct lectures and lessons of varying complexity for a range of audiences – involves creating documentation and teaching material in a clear and concise manner• Assisted senior management in policies implementation by drafting policies and key documentation ensuring compliance with GDPR and data protection• Produced written correspondence and ensured its delivery in a timely manner• Created successful grassroot campaign for admissions• Use a range of resources like Worksheets and Computer Packages to keep track and assess students• Work amongst a team of teachers to evaluate areas for improvement, lay down a plan of implementation, carry out SWOT analysis and risk assessments on possible ideas• Kept track and recorded meeting minutes. Formatted the minutes into digital form and shared with meeting attendees• Analyse and explore a variety of teaching styles dependant on students’ learning styles• Liaise with senior staff and parents to ensure a mutual understanding across multiple levels• Liaise with parents and provide them with fair and impartial feedback and guidance