Experience

GamCare

• Non-profit Organizations
• 100 - 200 Employee

• Senior Practitioner

  • Jun 2022 - Present

  Providing non-regulated money guidance to people affected by gambling harms. Providing non-regulated money guidance to people affected by gambling harms.



Addiction charity

• Helpline Adviser

  • Nov 2019 - Jun 2022

  Full-time helpline worker, providing telephone and webchat support to people affected by addiction. Moderating online forum and group chat.

• Senior Adviser

  • Jun 2019 - Nov 2019

  Deputising for team leader, acting as shift lead, briefing and debriefing advisers, safeguarding decisionmaking, moderating online forum and group chat, creating written and video guides for advisers.

• Helpline worker

  • Mar 2015 - Jun 2019

  Full-time helpline worker, providing telephone and webchat support to people affected by addiction. Moderating online forum and group chat.

• Part-time helpline worker

  • May 2013 - Mar 2015

  Weekend telephone and internet helpline support at a national addiction charity. Produced copy on debt and finance for a redesign of the charity's website.



The Right Words Limited

• Director

  • Jul 2014 - Mar 2015

  Copywriting, web content production and editing, in particular for Skills Development Scotland's website www.ourskillsforce.co.uk. Copywriting, web content production and editing, in particular for Skills Development Scotland's website www.ourskillsforce.co.uk.



Carrington Dean

• Copywriter

  • Aug 2013 - Jul 2014

  Produced copy for a range of financial industry websites, blogs, and publications. Wrote the copy for two new websites, www.yourmortgageexpert.com and www.veritastreasury.com, published using Umbraco CMS. Produced regular blog posts on the mortgage market, debt and managing money, for www.yourmortgageexpert.com and www.yourdebtexpert.com. Wrote Facebook and Google ads and articles for external publications.

• DASH Co-ordinator

  • Apr 2013 - Aug 2013

  I was responsible for co-ordinating Carrington Dean's Debt Arrangement Scheme accounts with the Accountant in Bankruptcy's case management system, DASH. I was also responsible for ensuring performance against agreed standards, and increased performance by 12% during my time in post.



Accountant in Bankruptcy

• United Kingdom
• Government Administration
• 1 - 100 Employee

• DAS Finance Officer

  • Aug 2012 - Apr 2013

  Reconciled contracted-out accounts and provided management information to measure performance of service providers against the Service Level Agreement.

• Admin Officer

  • Feb 2012 - Aug 2012

  Supported the Senior Manager of the Debt Arrangement Scheme (DAS), a government scheme which allows people who can afford to repay their debt, do so over a longer period of time. Produced management information to measure performance of contracted-out services against service level agreement. Arranged and minuted workshops and meetings, proactively managed stakeholder analysis and managed diary and email of the Senior Manager.



Citizens Advice Direct

• Volunteer adviser

  • Jul 2011 - Feb 2012

  Provided telephone and email advice on welfare benefits, debt, housing and trading standards, balancing the need to provide accurate and comprehensive advice, with the need to accurately and quickly log enquiries and meet targets. Provided telephone and email advice on welfare benefits, debt, housing and trading standards, balancing the need to provide accurate and comprehensive advice, with the need to accurately and quickly log enquiries and meet targets.



The Helplines Association

• Sector Development Officer (Communications)

  • Apr 2009 - Oct 2011

  * project-managed rebranding and new website * managed internal and external communications * wrote press releases, obtained national press coverage * produced a regular e-newsletter * wrote and project-managed publications eg good practice guides and a hard copy and online helplines directory * campaigned on telecoms issues * developed policy lines and responded to consultations * provided a telephone and email helpline service * carried out research and produced benchmarking reports. Show less



Citizens Advice Direct

• Board Member

  • Nov 2008 - May 2010

  I provided strategic advice to the Citizens Advice Direct call centre, particularly in the area of non-profit call centre best practice. I provided strategic advice to the Citizens Advice Direct call centre, particularly in the area of non-profit call centre best practice.



Depression Alliance Scotland

• Volunteer sub-editor

  • 2007 - 2010

  I designed and laid out the Depression Alliance Scotland newsletter and prepared it for print. I designed and laid out the Depression Alliance Scotland newsletter and prepared it for print.



Telephone Helplines Association

• Helpline Development Officer

  • Oct 2002 - Apr 2009

  Responsibilities included: * Managing a membership scheme * Managing a programme of local and national helpline events from 10 - 150 attendees * Publications including e-communications * Provision and management of a helpline service * Website updating * Marketing Responsibilities included: * Managing a membership scheme * Managing a programme of local and national helpline events from 10 - 150 attendees * Publications including e-communications * Provision and management of a helpline service * Website updating * Marketing



Repetitive Strain Injury Association

• Information Officer

  • Aug 2001 - Sep 2002

  Delivered a helpline service to people affected by Repetitive Strain Injuries, managed a membership scheme, wrote information resources, including web copy still available at http://www.rsi.org.uk/. Delivered a helpline service to people affected by Repetitive Strain Injuries, managed a membership scheme, wrote information resources, including web copy still available at http://www.rsi.org.uk/.



Depression Alliance

• Helpline Co-ordinator

  • 2000 - 2001

  Set up and co-ordinated a helpline service for people affected by depression. Devised policies and procedures, put telephony systems in place, recruited, trained and supported a team of volunteers. Set up and co-ordinated a helpline service for people affected by depression. Devised policies and procedures, put telephony systems in place, recruited, trained and supported a team of volunteers.



Telephone Helplines Association

• Member Support Officer

  • Jan 1999 - Sep 2000

  Managed THA's membership scheme Delivered THA's helpline service Project managed THA's website development Managed a programme of local and national helpline events. Managed THA's membership scheme Delivered THA's helpline service Project managed THA's website development Managed a programme of local and national helpline events.



MS Society

• Non-profit Organizations
• 300 - 400 Employee

• Helpline Worker

  • Oct 1995 - Dec 1999

  I provided customer service, information and listening support to people affected by multiple sclerosis, their families and friends, and interested professionals. I responded to enquiries by telephone, email and letter using counselling skills. I recruited, trained, coached and supervised helpline volunteers. I also volunteered my spare time to train MS Society Branch Welfare volunteers. I provided customer service, information and listening support to people affected by multiple sclerosis, their families and friends, and interested professionals. I responded to enquiries by telephone, email and letter using counselling skills. I recruited, trained, coached and supervised helpline volunteers. I also volunteered my spare time to train MS Society Branch Welfare volunteers.