Significant Experience In A Customer Front Line Service Delivery Environment
Significant experience in a customer facing front line service delivery environment.
In my current post I deliver an effective and supportive front line service to Sense families and support staff linked to the Sense charity, based at the Woodside Family Centre. This is an aspect of my post that I really enjoy and the challenges that providing an efficient and effective service sometimes presents. I have the ability to communicate with parents or carers and to explain complex information, also adapting my delivery style to the individual needs of the customer. I am able to work independently making informed decisions when in dealing with complex queries information and referrals. At UWE, Bristol I delivered a high level of service to …show more content…
students, members of the public, academic colleagues and NHS contacts, both internally and externally
Have the ability and confidence to communicate effectively – both verbally and in writing at the appropriate level. I have excellent communication skills and in my current post I liaise nationally across the organisation with different sites, staff and external agencies.
I am able to work on my own, use my initiative to make appropriate decisions take them forward, but seek advice when necessary.
In my previous post at the university I worked with Faculty staff members including Deans, Heads of Departments and academic staff, both on a one-to-one basis, collectively at meetings and by telephone and email. I networked across HE institutions regarding student transfer and support. I also worked with and liaised with FE colleges and colleagues as Federation partners on the validation of programmes and provision of support to students across sites in Bristol, Stroud, Gloucester and Swindon
I have the ability to write emails and letters which are clear and understood by the recipient. At the university I had responsibility for investigating Faculty Stage 2 complaints and student appeals and formulated responses to the complainant.
When investigating cases I used my initiative in gathering the required information and formulated responses in a clear concise way. I also ensured confidentiality was maintained when gaining, analysing information and formulating …show more content…
responses.
You must also be able to demonstrate excellent inter-personal skills and a strongly ‘customer focused’ approach to service delivery.
In my current post I advise and refer various queries from parents and carers regarding the support of Deafblind disabled children. I take telephone enquiries and support families in person using the knowledge I quickly gained of both the organisation and external agencies. I am able to effectively make judgements regarding where to redirect enquiries.
At UWE, Bristol I effectively used daily my excellent communications skills and confidently delivered an effective customer focused service to students.
I had responsibility for giving concise, correct information and advice to students regarding the many different services offered to enhance student progress whilst studying at the university. I was able to give clear verbal and written regulatory advice and ensured that the guidance and information was presented in a format that would be understood by the recipient.
Knowledge and use of Microsoft Office suite and databases.
I have extensive experience of using Microsoft Office Word and Excel to produce documents, letters and data. I have completed training to advance level for Word and Excel. I have the ability to quickly learn new software and databases. I currently use the Sense, in-house database ERIC for adding and updating children and family records. At UWE I was an Expert User for the university database, supporting student registration and award board data.
Exemplify the Council’s values and
behaviours.
In my daily work I adopt a ‘can do’ attitude and I am keen to support areas of work, individuals and teams in order to achieve tasks and maintain a high level of support to colleagues. During busy periods I have the ability to work both as part of a team, across teams and take personal responsibility for ensuring that work and activities are supported, delivered to deadlines and are of a high standard. In my post at Rapid and Secure I had responsibility for processing all incoming calls and bookings for prompt ambulance assignments, regarding the movement of patients.
Experience of acting as an advocate on behalf of others.
At UWE, Bristol I had responsibility for supporting students’ through the Student Appeal process. Having gained the appropriate knowledge of the university regulations and procedures I supported and effectively took students through the application process, ensuring that they had sufficient knowledge and evidence to support an application. I then took responsibility for submitting, tracking and supporting this application with members of senior academic staff and committees. I also ensured that the student was kept up-to-date on the progress of the application and the subsequent outcome.
A comprehensive general knowledge, of the council's departments, services and procedures.
I have a good knowledge of the South Gloucestershire Council departments and services. I use the South Gloucestershire website regularly for my personal use. I have the ability to quickly assimilate information and would very quickly the gain the additional relevant knowledge to carry out the post of Customer Care Officer to deliver an efficient service to customers.
Experience in handling confidential information.
In all my roles I have maintained confidentiality and ensured that my conduct was appropriate when working with personal information. I have a good understanding Data Protection issues and worked within these frameworks in all of my posts. In my current post I handle confidential information regarding children and families. I also have responsibility for processing and storage of photographs taken at the centre, together with gaining permission for publication and the use of the photographs and information.
When dealing with student complaints at the university I had to be both discrete and ensure that my conduct was appropriate, particularly in challenging situations. In managing the Faculty Complaints and Appeals procedures at the University I maintained confidentially when gathering information and formulating responses to students and parents.
Possession of NVQ3 or equivalent in Customer Care.
I do not hold a NVQ3 in Customer Care, but consider that I have the relevant experience to make a success of the exciting advertised post of customer Care Officer.
In my current post I deliver an effective and supportive front line service to Sense families and support staff linked to the Sense charity, based at the Woodside Family Centre. This is an aspect of my post that I really enjoy and the challenges that providing an efficient and effective service sometimes presents. I have the ability to communicate with parents or carers and to explain complex information, also adapting my delivery style to the individual needs of the customer. I am able to work independently making informed decisions when in dealing with complex queries information and referrals. At UWE, Bristol I delivered a high level of service to …show more content…
students, members of the public, academic colleagues and NHS contacts, both internally and externally
Have the ability and confidence to communicate effectively – both verbally and in writing at the appropriate level. I have excellent communication skills and in my current post I liaise nationally across the organisation with different sites, staff and external agencies.
I am able to work on my own, use my initiative to make appropriate decisions take them forward, but seek advice when necessary.
In my previous post at the university I worked with Faculty staff members including Deans, Heads of Departments and academic staff, both on a one-to-one basis, collectively at meetings and by telephone and email. I networked across HE institutions regarding student transfer and support. I also worked with and liaised with FE colleges and colleagues as Federation partners on the validation of programmes and provision of support to students across sites in Bristol, Stroud, Gloucester and Swindon
I have the ability to write emails and letters which are clear and understood by the recipient. At the university I had responsibility for investigating Faculty Stage 2 complaints and student appeals and formulated responses to the complainant.
When investigating cases I used my initiative in gathering the required information and formulated responses in a clear concise way. I also ensured confidentiality was maintained when gaining, analysing information and formulating …show more content…
responses.
You must also be able to demonstrate excellent inter-personal skills and a strongly ‘customer focused’ approach to service delivery.
In my current post I advise and refer various queries from parents and carers regarding the support of Deafblind disabled children. I take telephone enquiries and support families in person using the knowledge I quickly gained of both the organisation and external agencies. I am able to effectively make judgements regarding where to redirect enquiries.
At UWE, Bristol I effectively used daily my excellent communications skills and confidently delivered an effective customer focused service to students.
I had responsibility for giving concise, correct information and advice to students regarding the many different services offered to enhance student progress whilst studying at the university. I was able to give clear verbal and written regulatory advice and ensured that the guidance and information was presented in a format that would be understood by the recipient.
Knowledge and use of Microsoft Office suite and databases.
I have extensive experience of using Microsoft Office Word and Excel to produce documents, letters and data. I have completed training to advance level for Word and Excel. I have the ability to quickly learn new software and databases. I currently use the Sense, in-house database ERIC for adding and updating children and family records. At UWE I was an Expert User for the university database, supporting student registration and award board data.
Exemplify the Council’s values and
behaviours.
In my daily work I adopt a ‘can do’ attitude and I am keen to support areas of work, individuals and teams in order to achieve tasks and maintain a high level of support to colleagues. During busy periods I have the ability to work both as part of a team, across teams and take personal responsibility for ensuring that work and activities are supported, delivered to deadlines and are of a high standard. In my post at Rapid and Secure I had responsibility for processing all incoming calls and bookings for prompt ambulance assignments, regarding the movement of patients.
Experience of acting as an advocate on behalf of others.
At UWE, Bristol I had responsibility for supporting students’ through the Student Appeal process. Having gained the appropriate knowledge of the university regulations and procedures I supported and effectively took students through the application process, ensuring that they had sufficient knowledge and evidence to support an application. I then took responsibility for submitting, tracking and supporting this application with members of senior academic staff and committees. I also ensured that the student was kept up-to-date on the progress of the application and the subsequent outcome.
A comprehensive general knowledge, of the council's departments, services and procedures.
I have a good knowledge of the South Gloucestershire Council departments and services. I use the South Gloucestershire website regularly for my personal use. I have the ability to quickly assimilate information and would very quickly the gain the additional relevant knowledge to carry out the post of Customer Care Officer to deliver an efficient service to customers.
Experience in handling confidential information.
In all my roles I have maintained confidentiality and ensured that my conduct was appropriate when working with personal information. I have a good understanding Data Protection issues and worked within these frameworks in all of my posts. In my current post I handle confidential information regarding children and families. I also have responsibility for processing and storage of photographs taken at the centre, together with gaining permission for publication and the use of the photographs and information.
When dealing with student complaints at the university I had to be both discrete and ensure that my conduct was appropriate, particularly in challenging situations. In managing the Faculty Complaints and Appeals procedures at the University I maintained confidentially when gathering information and formulating responses to students and parents.
Possession of NVQ3 or equivalent in Customer Care.
I do not hold a NVQ3 in Customer Care, but consider that I have the relevant experience to make a success of the exciting advertised post of customer Care Officer.