Experience

Leeds Survivor-Led Crisis Service

• United Kingdom
• Mental Health Care
• 1 - 100 Employee

• Crisis Support Worker

  • Jul 2011 - Present

  • Handling telephone and direct access referrals on a triage assessment basis. • Delivering culturally specific therapeutic care to individuals from varied cultural community backgrounds. • Working with people in acute states of distress, who have complex trauma needs and use a variety of coping mechanisms including working with people who use substances and people who self-harm. • Supporting people who are expressing suicidal thoughts and feelings. • Working within the organisation’s policies and procedures regarding the safeguarding of children and adults at risk of abuse. Key Achievements • Successful promotion from a volunteer to a Crisis Support Worker and Crisis Helpline Supervisor. • Managed volunteers on our Crisis helpline effectively identifying levels of risk and acting based on the level of risk. Debriefing session incorporated. • Mentored and nurtured around 15 volunteers empowering them to confidently support callers on our crisis helpline and online support facility. • Successfully provided therapeutic care to a visitor from an asylum background, which promoted self-esteem and created a platform for them to pursue an education. • Prevented a caller from acting upon a strong suicidal plan where their present location was unknown. • Supported a visitor with a Cognitive Behaviour Approach (CBT) who had repeatedly self-harmed which resulted in a different life choice. • Gained the trust of a caller over a period of time whereby financial abuse was ascertained. This was escalated to our Management Team via our safeguarding procedures. • Successfully worked as part of a team to deliver diversity training to 40 colleagues within the charity. Show less



D.R.S.R Therapies

• Counsellor Psychotherapist

  • Sep 2010 - Present

  Experienced Psychotherapist and Crisis Support Worker with a vast knowledge supporting individuals in acute crisis, predominately from BAME community backgrounds who have culturally specific needs. Mentor and coach empowering others to achieve their potential. Confidently work within an integrated therapeutic approach, which includes the Person-Centred, Cognitive and Humanistic practices. Believer of continuous personal development. Compassionate understanding, and friendly manner when working with challenging visitors and clients in any situation. Empathetic listener with the confidence to reflect and present a concise summary back to individuals Show less



Yorkshire Building Society

• United Kingdom
• Financial Services
• 700 & Above Employee

• People Leader – Customer Solutions

  • Jul 2019 - Present

  • Lead a team of twelve colleagues in our Complaint regulatory environment in supporting customers via three key workstream areas – Financial Ombudsman Service Referrals, Complaint Case Management and Administration.• Lead the identification and implementation of change and improvements that will enhance the customer experience, supporting colleagues across the team to be engaged in change. • Own service delivery for their team through a deep understanding of resource and demand and build capabilities to meet existing and future needs.• Own the processes within my team that support the stages in the customer journey, using operational excellence principles to ensure a deep understanding of the demand and operational risks.• Ensure Vulnerable Customers are identified and support is provided to the highest standard. Key Achievements • Successfully led my team throughout the covid pandemic where supporting colleague’s mental wellbeing was a main focus point.• Provided support and guidance that enabled a Mental Health First Aider programme to be established company wide. • Achieving a colleague engagement score of 8.3 out of 10 the highest among my peer group. • Completing various individual projects within time scales to meet our operational plan. • Overseeing our risk exposure within the department and performing annual risk appraisal. • Changing team culture. Show less

• People Leader – Customer Solutions

  • Jul 2019 - Present