Proving back-fill to the NDL Team Managers when they are off. As Team Manager, key responsibilities include day to day leadership, operational management, coaching, support and motivation fora team of Advisers and Bank Team Managers, creating a positive and engaging environment andestablishing effective communications, within the team and with stakeholders. Managing team and shift performance and service delivery. Review, monitor and develop both team and personal capability, to ensure delivery of a quality service to clients and support the achievement of business KPIs and strategic objectives.

Providing tailored self-help and specialist money advice and support to clients, viatelephone, email, letters, web chats, forums and other multimedia channels, andcommunicate with clients in a supportive, empathetic, non-judgemental manner,whilst ensuring that productivity and quality targets are met.

In January 2020, I moved to Hanoi, Vietnam to undertake work as a Native English Teacher. I obtained an unpaid sabbatical from Citizens Advice for 12 months. In late 2020 when my sabbatical was coming to an end I informed Citizens Advice I would not be returning - given the situation in the UK at the time, and how much more favourable it was in Vietnam. I taught in a variety of settings, from 1-1 Business English with adults to public school classrooms with 40+ students. I planned my own lessons, completed assessments and compiled written reports on a regular basis. I am extremely confident in a classroom setting and am comfortable teaching different ages, with an ability to create fun and dynamic lessons which engage students and improve their ability across all areas. I consistently delivered effective and engaging lessons, and built a strong rapport with my students.I primarily taught English but also gained experience in teaching other subjects such as History, Science and Geography. During my time as a teacher I gained an aptitude in thinking on my feet, problem solving and enhanced confidence in public speaking. I furthered my skills in time management organisation.In addition, during my time in Vietnam I did freelance work. I recorded audio content for educational platforms such as Hocmai, a Vietnamese start up with a student base of 4 million subscribers with over 1,000 courses. This content is aimed for students ranging from 4-16 years old. I also produced tests reading and listening tests for www.flyers.vn, as part of the Cambridge English curriculum. I also did educational video work for national television in Vietnam. This was in partnership with the Ministry of Education and Training in Vietnam

I managed a caseload of clients, advising them on options available to them to deal with their personal debts, both non-priority and priority debts. I explored their circumstances and income maximisation possibilities such as benefit entitlements and grant applications, completed a budget with them and advised them on their options and the implications of each one. I advised clients on both informal solutions and formal solutions such as DROs, IVAs and bankruptcy. The advice I gave was consistent with data protection and the Money Advice framework. I consistently exceeded the targets given to me. I also conducted workshops to advise community organisations, and made presentations to professional bodies.