Thomas Isaacs Email and Phone Number

March - August 2021 WORK COACH - Assumed a caseload of 100+ jobseekers, serving Honiton Job Centre remotely- Utilised Microsoft Teams to hold appointments with customers, attend meetings and undergo mandatory and optional training, which was both facilitated by an instructor and done independently- Led the 'Virtual Voice' project which provided a forum for remote working colleagues to air views and ideas around remote working in the department. Carried out research and delivered a report on how to improve the virtual workplace for neurodiverse inclusion. - Managed challenging conversations with vulnerable customers and assisted them with reaching their goals around overcoming barriers to work. August to June 2022DECISION MAKER- Reached decisions on claims according to departmental guidance and the law - Ensured that claim outcomes are fair, proportionate and communicated clearly for all readers- Conferenced with colleagues the details and considerations around more complex claims to ensure vulnerabilities and mitigating circumstances are taken into account- Shared best practice in focus groups at regional level- Provided guidance to colleagues to boost the quality of referrals- Contributed to a reduction of referral cancellations through direct communication and delivery of bespoke step-by-step guidance regarding specialist referralsIN-WORK QUALIFICATION - Level 4 City and Guilds Certificate in Managing the Delivery of Services To Customers (operational delivery) (2019)

A fast-paced role which involves meeting daily turnover targets,communicating clearly and working well under pressureI facilitated the regular and safe movement of stock through the store supply chain, regularly liaising between the shop floor management and stockroom management, ensuring clear communication between departments. This results in attractive shelf displays for customers and tidy, safe, accessible shelf layouts for those sending out stock resulting in minimal waste and high standards of health and safety and Covid-19 safeguarding. With flexibility, I regularly moved from Operations duties to Customer Assistant and front of house duties which involved stocking front of house shelves, ensuring correct date rotations and attractive displays for the customer, assisting customers with all queries and working on tills and as a greeter at the shopfront door where I delivered a service which exceeded customer expectations throughout a busy Christmas period ensuring a balance between efficient service delivery and taking the time to get to know customers and their needs. This ensured the M&S brand was represented positively and effectively. Upon finishing the role, I was effectively trained within operations, health and safety, manual handling, till operation, customer service and covid-19 safeguarding.

In September 2019, I gained a place studying History and Politics with The Open University. However, by March 2020, I faced a challenging job market. I decided to pause my studies and focus on being as competitive as possible for finding work. In this time, I worked with the careers service to improve my CV and identify training opportunities. Between March 2020 and September 2020, I applied for a range of jobs relating to the employment sector and roles within Cornwall Council. I used feedback from each application to inform myself on areas for improvement in terms of skills or presentation. During this time, I used my graphic design skills to carry out freelance work and I broadcasted my work online which drew in a subscribing audience. In September 2020, I undertook Work Coach Skills Training Programme training with Cornwall Marine Network which led to gaining OCN qualifications in:Level 1 Award in Developing Personal Confidence and Self AwarenessLevel 1 Award in Developing Emotional Resilience Level 1 Award in Awareness of Health and WellbeingI built on this through successfully gaining a place on the DWP's Movement to Work programme. Between 11/1/2021 and 22/1/2021, I received additional training which consolidated and built upon the training previously taken. This involved completing the following activities:DWP job rolesProfessional Boundaries trainingProject workCivil Service Health and Safety trainingWellbeingDeveloping stakeholder relationsThis training then successfully propelled me into a full time role on a fixed term contract as a Work Coach in the Department for Work and Pensions.

2017 - July 2018, Area Relief Officer. This involved adapting to different sites quickly, getting to know staff and clients and assessing the challenges and dynamics unique to each location. Anticipated needs of customers, resolving potential sources of conflict quickly and discretely.Regularly carried out security checks, testing bomb and fire alarms, evacuation drills, and signing visitors in and out. Wrote reports on hazards and disruptive, hostile or suspect behaviour.

Safeguarding and maintenance of the venue, carrying out a dynamic risk assessment ahead of events and ensuring the safety of students and visitors to the venue. Extensive manual handling and safety checks and reports on electronic devices. Trusted keyholder for the venue.

Safety checking and dynamic risk assessment. Reacting to fire alarms, evacuation and detection. ID checks. Use of first aid and making accident reports. Liasing with site security as needed to alert them to vulnerable or disorderly guests or suspicious individuals on site. Ensuring the venue is locked up and secure each night.

Hosting students from GCSE to A Level, assisting and delivering sessions on University Life, Modules and course content, Accomodation etc in day visits. Also signing in guests for open days.

In this role I worked as part of a team of Residential Advisers situated at Oadby Student Village, where over 2000 students are based. As part of this team, I was tasked with implementing social events across the academic year to enhance community and establish regular points of contact for pastoral care and advice. Provided mental wellbeing support and first aid for all students. Data handling and protection was also an important part of this role.

Welcoming guests and assisting exhibitors.