Customer Service Support Worker

Randeep Kaur Samra

** ********** ****, ******, **** Midlands DY4 8TJ

Tel: 077**-***-*** email: *************@*****.***

Education

****-**** **-********* ****** Against Domestic Abuse- CAADA NOCN- 30 Credits at level 3- CAADA Independent Domestic Violence Advisor Training

2005-2006 South Birmingham College

NVQ Health and Social Care Level 3

2004-2005 South Birmingham College

NVQ Health and Social Care level 2

Training Undertaken

• Management development training

• Train the Trainer

• Customer Service Training

• Customer Service Coaching

Work Experience

June 2023- Present Family Action- Senior Support Worker

• Deliver a package of support to families, with complex/ mental health needs. On a one-to- one basis, workshops, and group interventions. I support parents to understand and give awareness for there children’s ASD diagnosis.

• Deliver Autism and ADHD workshops to parents using a variety of methods for delivery such as one to one, Face to face, group sessions and virtual.

• Delivering workshops to parents and children in group settings in schools.

• Ensuring all records are kept up to date.

July 2021- June 2023 Family Action- Senior Support Worker

• Working on The Families together Programme for Family Action, working with victims and perpetrators of low/medium level domestic abuse.

• Completing pre assessments with victims and perpetrators and assess whether they meet the criteria at attend the programme.

• Complete risk assessments for each client and review as and when required.

• Facilitate group sessions as well as one to one sessions with all clients

• Ensure database and records are kept up to date. July 2021- Present Green Square Accord/Accord Housing – Bank Worker March 2020- July 2021 Green Square Accord/Accord Housing - Concierge

● To ensure the health and safety of service users, self and others at all times by ensuring that the requirements of the association or statutory authorities are complied with, with particular regard to fire precautions and fire drills and lone working procedures.

July 2017- February 2020 The Haven Wolverhampton- Community Specialist Worker

● To carry out initial needs and risk assessments with service users

● To develop person centred support plans with individual service users and put timescales against actions and priorities what areas the service user would like to address first.

● To support service users to access external help requiring the services outside the remit of the service.

● To make referrals to Multi Agency Risk Assessment Conferences

● To ensure family is safeguarded and where concerns are highlighted referrals made to local authority and internal processes are followed April 2015- June 2017 The Haven Wolverhampton- Senior Participation and Engagement Officer

● To work directly with women

● To set up and manage new developments and activities/projects.

● Work independently, organise and prioritise own workload.

● Write reports, deliver and recording outcomes

● To engage women to support with improving service delivery

● To establish effective working relationships with co-workers, other professionals and service users.

● To relate to a multi-cultural client group and understand issues and effects of domestic violence and/or homelessness among women and children. Jan 2015- March 2015 The Haven Wolverhampton- Community Floating Support Worker (Temporary contract)

● To carry out initial needs and risk assessments with service users

● To develop person centred support plans with individual service users and put timescales against actions and priorities what areas the service user would like to address first.

● To support service users to access external help requiring the services outside the remit of the service.

● to make referrals to Multi Agency Risk Assessment Conferences

● to ensure family is safeguarded and where concerns are highlighted referrals made to local authority and internal processes are followed June 2014- Dec 2014 Electrical Solutions (Birmingham) limited- Admin/ Receptionist

● Dealing with customers enquires face to face/ telephone and email

● Organising files and collecting data

● Completing satisfaction surveys with customers

● Raising job orders and allocating jobs to the team

● Raising invoices for work completed

● Ordering products needed to complete jobs

Nov 2012- Dec 2014 Self Employed- Driving Instructor

● Teaching learners how to drive and pass test

● Supporting learners with theory test

● Promoting Business to general public

● Maintaining own diary and bookings

● Completing own accounts and book keeping

July 2009- October 2012 Reducing Domestic Violence Project- Community Support Co-ordinator

● Carry out weekly case management with support worker, to look at current case load, and service user support needs, discussing signposting to other agencies and potentially closing files.

● To monitor the number of referrals entering service and allocate to support worker and attend initial visits with support workers.

● To co-ordinate support services to service users within the floating support service who have or are experiencing Domestic Violence.

● To carrying out on call responsibilities and support staff with emergencies or concerns in the community

● To co-ordinate the support to service users with all aspects of maintaining their tenancies and the provision of support as identified in their individual support plan

● To attend Multi Agency Risk Assessment Conferences to address needs of service users within the service

● To liaise with external organisations to ensure service users needs and safety concerns are being addressed.

● To develop and mentor staff members to ensure staff are equipped to fully support service users

● Design and facilitate professional development training on Introduction to role and domestic abuse.

● Line management of 6 full time staff members.

● Research and develop new and existing relationships with strategic partners and stake holders. Engage decision makers.

July 2008- July 2009 Reducing Domestic Violence Project- Community Floating Support Worker

● To carry out initial needs and risk assessments with service users

● To develop person centred support plans with individual service users and put timescales against actions and priorities what areas the service user would like to address first.

● To support service users to access external help requiring the services outside the remit of the service.

● To make referrals to Multi Agency Risk Assessment Conferences

● To ensure family is safeguarded and where concerns are highlighted referrals made to local authority and internal processes are followed. May 2007- July 2008 Jyoti Ashram- Women’s Development Officer

● To assist new service users with the moving in process, ensuring appropriate induction.

● To support service users with all aspects of maintaining their tenancy; providing support as identified in their individual support plan

● To facilitate and support service users in decision making; promoting choice and involvement and giving full regard to initiatives aimed at promoting service user empowerment.

● To interact and participate with the service users in the development of life skills, social skills and supporting service users to reach their potential for independence.

● To provide support and advice with regards to move-on or related resettlement issues.

● To ensure the health and safety of service users, self and others at all times by ensuring that the requirements of the association or statutory authorities are complied with, with particular regard to fire precautions and fire drills and lone working procedures. March 2005- April 2007 Ashram/ Accord Housing (Moxley Court) - Support Worker

● Developed person centred service user care and support plans

● To review service user care and support plans to ensure plan meets the needs of individual

● Managing a team of staff

● Completing monthly supervisions with staff to ensure all training needs are met

● Carrying out team building exercises with the team to build moral

● Delivered training to staff to ensure service users needs are met

● Carrying out activities with service users

Feb 2004- March 2005 Ashram Housing Home Care Service- Home Care Assistant

● Supporting service users with daily care task

● Assisting service users with taking medication

● Supporting with domestic duties and shopping

● To treat service users as individuals and fair

● To complete daily records and maintain confidentiality

● To ensure service user are involved in their care package

● Completing rota for all staff to ensure all service users needs are met Sept 2001- Feb 2004 Turkmenistan Airlines- Reservation Ticketing Agent

● Booking Reservations for Customers and Travel Agents

● Issuing tickets

● Receipting cash/ cheque payments from customers and travel agents

● Maintaining and managing business accounts

● Handling large sums of cash and cheques on a daily basis

● Ensuring banking is done on a daily basis

● Completing daily records and daily reports

Additional Skills

•Driving: full, clean license (held since 2002)

•IT: competent user of Microsoft Office, Outlook, Excel, PowerPoint, Word, Publisher and Internet.

•Languages: English and Punjabi

References:

Available on request

Contact this candidate