• Promoting and selling tours, accommodation, activities and transport for backpackers in Australia, New Zealand, Fiji and Asia• Strong focus on finding the right travel packages for the customer based on their needs, budget and timeframe• Understanding and hitting challenging monthly sales targets and KPI’s• Proactively building and maintaining relationships with suppliers across Australia and New Zealand• Attending industry events for networking purposes• Cash management• Providing an efficient but high standard of customer service in all areas• Growing own understanding of travel and tourism industry within Australia• Full use of website travel booking system• Diary organising & appointment management

• Management of a team of 15 colleagues in a telephony contact centre working in a business to business capacity supporting mortgage broker applications• HR duties including conducting individual one to ones, absence management and performance and capability management. I am accredited in disciplinary, capability and grievance hearing• Ensuring compliance and risk management in line with bank procedures in all areas• Crisis management• Offering training, support and coaching to whole department after assessing and identifying specific needs of both business and colleagues• Monitoring KPI’s and targets of the business and ensuring team awareness and contributions towards improving in all areas• Ongoing training in relation to my own development in leadership• Qualified mental health first aider• Involvement in the whole recruitment process at department level from assessing CV, through to conducting interviews to providing interview outcomes• Responsibility of business Grade of Service by ensuring team adherence to schedules and managing call queues• Building & maintaining stakeholder relationships across the whole business• Building & maintaining Broker relationships in order to increase their levels of business placed• Complaint handling and resolution at first point of contact

• Inbound telephony call centre role • Full understanding & ability to use MSO & MAX (Online Mortgage Application) systems • Providing an outstanding Service to Brokers on a business to business basis from initial policy queries, through underwriting and then completion of mortgage• Taking ownership and resolution of complex issues• Strong technological skills developed• Passionate contributions towards change and innovation to improve Broker experience and customer outcomes• Being an advocate for Broker education and encouraging self-service where possible

• Provided counselling to diverse groups of survivors (and their families) of both recent and historic rape & sexual abuse • Responsibility of understanding and following organisational procedures in line with Data Protection Act such as; report writing, logging case notes on DPMS system, keeping my own process notes, sending referrals, logging risk assessments, completing suicide safety plans and sending letters to clients • Comprehensive contracting with every client• Collaborated with other colleagues across the organisation (e.g. Independent Sexual Violence Advocates or ISVA’s) to provide maximum client support in all areas• Regular reviews with clients and completion of PHQ & GAD questionnaires • Undertaking regular CPD training and workshops on a multitude of subjects such as safeguarding, demystifying child sexual exploitation, impact of childhood sexual abuse, listening and response skills for supporting survivors of rape and sexual violence, supporting Survivors to explore suicidal feelings & exploring the inner child• Promoting advocacy and increasing awareness of RASA services and providing education around sexual violence within the community in schools, workplaces and at university open days • Offered voluntary telephony emotional support and signposting on the crisis line for survivors who didn’t yet feel ready to engage in full counselling• Ensuring I practiced safe care by undertaking regular individual and group supervision in line with British Association of Counselling and Psychotherapy (BACP) guidelines and regular reviews with counselling co-coordinator