At The City of Edinburgh Council, the team excels in managing complex enquiries, driven by a vast pool of expertise in many areas including but not limited to complaint management, first contact resolution and constructive coaching. Having honed these competencies over recent years, I am dedicated to resolving issues efficiently in the first instance and with empathy, a commitment reflected in my Lifelines Scotland certification in Mental Health First Aid.Previously, as a Scheduled Care Coordinator with the Scottish Ambulance Service, I facilitated patient care transport logistics, ensuring patient welfare through data entry precision and peer support methodologies. My contributions to ensure a Trauma Informed Approach to Complaint Management were recognized officially, underscoring my resolve to support and uplift both colleagues and the wider community.