Experience

BSS

• United Kingdom
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Coach

  • Apr 2015 - Present

  Manchester Part of a team that set up the Marie Curie Information and Support Service, with a focus on training/coaching staff and making sure the information resource is fit for purpose, has scope for evolving and is future proof. I train, monitor and mentor a team of Marie Curie advisers, as well as answer queries from people who are affected by terminal illness. This includes those with the terminal illness, their friends, families and carers, as well as healthcare professionals. Much of the work… Show more Part of a team that set up the Marie Curie Information and Support Service, with a focus on training/coaching staff and making sure the information resource is fit for purpose, has scope for evolving and is future proof. I train, monitor and mentor a team of Marie Curie advisers, as well as answer queries from people who are affected by terminal illness. This includes those with the terminal illness, their friends, families and carers, as well as healthcare professionals. Much of the work involves supporting people as they come to terms with the impact of terminal illness, from the time of diagnosis through to death and, for those related in some way to the terminally ill person, supporting the grieving process in ways that reflect the uniqueness of them and their situation. This support can take many forms, from providing a respectful space for people to explore their feelings, to providing information and advice around financial and other practical matters. As has been a feature of most of my career to date, I've taken the lead in developing an information and knowledge-base, adapting resources to make sure advisers are able to interpret and signpost customers appropriately and meaningfully.

• Career Coach, NHSU (NHS University)

  • Aug 2003 - Apr 2015

  Manchester I designed the delivery model for our specialist careers helpline, NHSU, which involved extensive research to find out how the NHS, the wider healthcare sector and related sectors such as social and community care function. I populated the NHSU information-resource for advisers, as well as worked with regional coordinators to identify staff training and development needs so the helpline (now known as the Health, Learning and Skills Adviceline, or HLSA) remained both practical and relevant for… Show more I designed the delivery model for our specialist careers helpline, NHSU, which involved extensive research to find out how the NHS, the wider healthcare sector and related sectors such as social and community care function. I populated the NHSU information-resource for advisers, as well as worked with regional coordinators to identify staff training and development needs so the helpline (now known as the Health, Learning and Skills Adviceline, or HLSA) remained both practical and relevant for all those who either worked or aspired to work within the sector. I was also the labour market information specialist for the HLSA service.



National Careers Service (telephone channel)

• Quality Coach (Careers)

  • Mar 2011 - Apr 2015

  Manchester I mentor and support a team of careers advisers who provide high quality careers support through telephone, email and webchat contact. The challenge of creating new, fresh and inspiring training events and experiences is one I love and relish, with the focus always on the positive impact that information, advice and guidance (IAG) can have on our customers and partners as they negotiate increasingly challenging and complex but potentially rewarding situations in both work and life. I've… Show more I mentor and support a team of careers advisers who provide high quality careers support through telephone, email and webchat contact. The challenge of creating new, fresh and inspiring training events and experiences is one I love and relish, with the focus always on the positive impact that information, advice and guidance (IAG) can have on our customers and partners as they negotiate increasingly challenging and complex but potentially rewarding situations in both work and life. I've just hosted a series of adviser workshops on the many ways our customers can engage with social media to enhance their relationship with the changing job market and develop their personal brand. Recently, I was asked to be a researcher, designer and content editor for the National Careers Service mobile website, the results of which I hope provide yet another quality access point for customers in need of career support: http://social.nationalcareersservice.org.uk/ As well as being a regular contributor to online career columns, I have written a series of newspaper articles on contemporary and emerging career topics. I specialise in (what I find to be) the fascinating field of labour market information/intelligence. I'm very interested in how we can help individuals challenge their perceptions of the 'boundaries’ of their labour market. And I’ve always been intrigued by the vastness and constantly changing shape of the healthcare sector and the opportunities it can offer as a workplace. As policies and the availability of finances continue to affect how the sector operates, it’s an area that requires constant attention for my work in terms of monitoring the modernising agenda and its impact on both infrastructure and career opportunities. Another passion of mine is information resource management and how to ensure it meets the needs those access it so they can interpret the information in ways that make most sense to them. Quite a challenge, but an enjoyable one! Show less



Careers Advice Service

• Business Projects Officer

  • May 2009 - Mar 2011

  Manchester, United Kingdom Co-authored a set of operations business processes for the Next Step careers service. Compiled CRM user guide for the Nextstep telephone and regional face-to-face channels. Lead CRM trainer for telephone channel advisers.



Careers Advice Service

• Website editor

  • Oct 2002 - Aug 2003

  Manchester Researcher and content author for the Careers Advice Service website.



BSS

• United Kingdom
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Equality Adviser (ACAS) - BSS

  • Mar 2001 - Oct 2002

  Manchester Advised small to medium-sized businesses of the implications of equality legislation on employment practices, the delivery of education and training, and the provision of goods, facilities and services.