Gillian Robertson BA, MCIPS, IOSH
Customer Service Officer at Grampian Housing Association- Claim this Profile
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Bio
Credentials
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Institute of Safety and Health (IOSH)
Full Circle SafetyJul, 2014- Nov, 2024 -
7 Habits of Highly Effective People
Franklyn CoveyApr, 2014- Nov, 2024
Experience
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Grampian Housing Association
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United Kingdom
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Real Estate
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1 - 100 Employee
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Customer Service Officer
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May 2022 - Present
To deliver a consistently high quality frontline housing and property management service to all customers of the Association, in conjunction with organisational aims and objectives, following robust policies and procedures. To deliver a consistently high quality frontline housing and property management service to all customers of the Association, in conjunction with organisational aims and objectives, following robust policies and procedures.
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Next
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United Kingdom
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Retail
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700 & Above Employee
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Sales Consultant (P/T Job at University)
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Nov 2021 - May 2022
Adopt a flexible approach across the various key functions within the store, supporting all elements within the supply chain, ensuring accuracy, speed and efficiency to achieve key performance indicators. Ensure customer satisfaction is at the forefront of high quality service delivery at all times, with a positive approach to engagement and customer relationship management. Communication with colleagues at all levels is vital, to ensure effective team working and achieving organisational objectives. Take responsibility for continued professional development and health and safety, further enhancing skills and knowledge. Have the ability to work on own initiative and as part of a team. Be innovative and creative for problem solving, with a can do attitude. Show less
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VSA
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United Kingdom
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Non-profit Organizations
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200 - 300 Employee
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Support Worker for Adults with MH (P/T Job at University)
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Nov 2020 - Nov 2021
Enabling and empowering vulnerable adults who require support with mental health and well-being, and health and social care needs, promoting independence, whilst ensuring person-centred individualised care and support. Responsible for record keeping and all associated administrative tasks. Liaise with families, management and MDT professionals. Responsible for continual professional development, attending regular training. Ensure strong communication with colleagues, to enhance effective team working, to provide high quality service delivery. Show less
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Ferryhill House Hotel
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Aberdeen
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Hospitality Team Member (P/T Job at University)
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Apr 2019 - Nov 2020
Front of House staff member, serving customers and ensuring customer satisfaction at all times. Work together with colleagues as a team and good communication was very important, as extremely busy restaurant, bar, outdoor food and hotel. Operating till and cash handling. Take food and drink orders, take food to tables ensuring check back, make a variety of cold drinks and specialised coffees. Liaise with kitchen staff, ensuring customer orders as requested. Ensure fridges and shelves stocked at all times. Check guests in and out of the hotel and complete relevant paperwork. Answer telephone for customer bookings and update computer accurately. Show less
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Cornerstone
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United Kingdom
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Hospitals and Health Care
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400 - 500 Employee
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Service Manager
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Mar 2017 - Feb 2018
Overall responsibility for two residential care homes for adults with complex support needs. Ensure high quality service delivery at all times, whilst promoting person-centred individualised care and support across services. Service monitoring and auditing to ensure high quality at all times and address any issues as appropriate. Financial budget forecasting and planning for high quality service delivery, staff rota allocation of hours and financial auditing. Responsible for recruitment and selection, staff induction and training, absence management, disciplinary procedures as required, and proactive staff supervision and support for approximately forty staff. High levels of health and safety management, IOSH trained. Actively encourage team involvement with service delivery, to ensure person-centred driven services for the people we support. Liaise with families, MDT professionals and all relevant stakeholders, ensuring strong lines of communication. Deal with any complaints promptly, always striving to improve and develop. Ensuring customer satisfaction is at the forefront of all service delivery. Complete monthly management reports for senior management, reporting on all areas of service delivery. High level of management administration tasks completed electronically, competent with Microsoft Package, Word, Excel, Outlook and PowerPoint. Show less
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Health And Safety Coordinator
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Jan 2013 - Feb 2018
Health and Safety Representative for Aberdeen City Support Services. IOSH trained, along with other various health and safety training, such as Fire Safety, Fire Risk Assessment, Health and Safety Audit and Risk Assessment. Attend services to complete health and safety audits to support services to ensure high quality health and safety standards and address any issues promptly. Provide advice to staff and management. Liaise with the Health and Safety Consultant on a regular basis.
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Assistant Manager
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Jul 2005 - Mar 2017
Responsible for the daily management of services, ensuring high quality service delivery and customer satisfaction. Provide staff supervision and training to the team to enhance staff skills, to ensure high quality care and support. Service budget planning and monitoring, financial auditing, rota management and health and safety management. Liaise with senior management, families, MDT professionals and all relevant stakeholders. Organise and chair service meetings to enhance communication across the team and encourage team involvement. Actively involved in recruitment and selection, absence management and staff support. Promote a proactive person-centred approach to individualised care and support, ensuring customer satisfaction was at the forefront at all times. Ensure all Service information was recorded electronically, on a daily basis, following data protection guidelines. Highly competent in Microsoft Office Packages. Show less
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Support Worker
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Aug 1998 - Jul 2005
Enabling and empowering individuals with support needs, ensuring person-centred care was at the forefront of service delivery and provide support with daily living skills. Implementation of support plans and risk assessment, to ensure high quality individualised care. Financial auditing, health and safety and associated administration. Liaise with family and MDT professionals as required. Update paperwork on computer daily.
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Education
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2021 - 2023
Robert Gordon University
Master of Science - MSc, Procurement and Supply Chain Management -
2019 - 2021
Robert Gordon University
Bachelor of Arts - BA (Hons), Management -
2010 - 2010
Scottish Vocational Qualification
Management Units: CPD and Health and Safety in Area of Responsibility, SVQ Level 4 -
2004 - 2005
Robert Gordon University
Business Management, Higher National Certificate -
2004 - 2005
Scottish Vocational Qualification
Promoting Independence, SVQ Level 3 -
2003 - 2004
North East Scotland College
Business Administration, HNC Business Administration -
2023 - 2023
Chartered Institute of Housing
Housing Practice, Level 2
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