Experience

Primary Care Support England (PCSE)

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Team Leader

  • Jun 2018 - Present

  I have been working as a team leader now for the last 5 years for PCSE (CAPITA), started as a case handler before being promoted.Currently managing a team of 16, Managing various workstreams. Ensuring KPI/targets are met.Managing and ensuring team performance and quality targets are met both individually and as team.Preparing and providing daily, weekly and monthly reports on teams performance, volumes of work items and progress on workstreams to the management team. Highlighting any success and challenges on a daily basis.Ensuring all HR Policies and Procedures are followed and carried out.Supporting and managing the team with their wellbeing, such as regular catch ups, both individually and as a team.Continuously looking at ways we can improve the service, by reviewing customer feedback and taking actions on the feedback provided. Show less

• Senior Case Handler

  • Jul 2017 - May 2018

  Handing of complaints passed by senior managers, directors and NHS England.Ensuring all complaints are resolved within SLA.Carrying out quality for the service line, providing feedback and coaching where needed.Providing weekly detailed reports to all team leaders on quality scores once checks have been completed.Supporting team members in achieving individual and team targets.Supporting team members on ways to improve quality results.Covering team leader in their absence. Show less

• Case Handler

  • Jan 2017 - Jun 2017

  Carrying out GP practice changes.Chasing 3rd parties for additional information via phone or email.Updating internal systems.Sending email notifications out to 3rd parties and the customer.Achieving daily targets, ensuring quality of work is of the highest standard



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• 999 Emergency Call Handler

  • Nov 2011 - Jan 2017

  Handling Emergency 999 calls from all across the UK Ensuring members of the public got the help they needed as soon as possible Handling Emergency 999 calls from all across the UK Ensuring members of the public got the help they needed as soon as possible