AIMEY BRADLEY
Liverpool,Merseyside
Summary
Psychology graduate (BSc, 2:1) with a strong interest in the delivery and accessibility of mental health support across both operational and client-facing settings. Currently working within a mental health service coordination role, supporting the organisation and delivery of psychotherapy services through client liaison, service coordination, and risk-aware administrative processes.
Demonstrates a clear understanding of the current pressures on NHS and wider mental health services, including increasing demand, long waiting lists, and barriers to accessing psychological support. In response, independently created and published a range of psychology-informed self-help and wellbeing resources, designed to complement therapy and existing mental health provision rather than replace clinical care.
Holds a keen interest in mental health psychology, neurodivergence, positive psychology, and general mental wellbeing, alongside a strong commitment to promoting an inclusive and equitable society. Passionate about supporting individuals from diverse and minority backgrounds, and motivated to contribute to mental health services that are accessible, compassionate, and responsive to the needs of all individuals. Highly organised, reflective, and values-driven, with the flexibility to contribute effectively in both service-based operational roles and client-focused support positions.
Overview
12
12
years of professional experience
Work history
Service Support Coordinator
Mind Right Ltd
Liverpool, Merseyside
2024.12 - Current
- Operate within the mental health and psychology sector, supporting the operational delivery of psychotherapy and psychological treatment pathways.
- Review client clinical reports to identify safeguarding or immediate risk concerns, escalating appropriately to internal risk and clinical teams.
- Conduct initial case coordination by assessing client needs, discussing treatment requirements, and gathering availability directly from clients.
- Allocate cases to appropriate mental health professionals, including psychotherapists, psychologists, counsellors, psychiatrists, and alternative clinicians, ensuring suitability and continuity of care.
- Act as a central liaison between clients, clinicians, insurers, and case managers, ensuring clear and timely communication throughout treatment.
- Provide regular progress updates to referring parties, maintaining professional relationships with insurers and external case management services.
- Maintain ongoing contact with clinicians to monitor engagement, progress, and client wellbeing across the treatment journey.
- Manage high volumes of email and telephone communication within a confidential mental health setting.
- Complete administrative and system-based tasks accurately, ensuring records remain up to date and compliant with internal processes.
- Calculate and manage treatment costs and session fees, providing clear and accurate financial information to clinicians and referring organisations.
- Work effectively in a fully remote environment, demonstrating strong organisation, autonomy, time management, and attention to detail.
Small business owner
Calm & Glow
Liverpool, Merseyside
2024.01 - Current
- Founded and developed an independent mental health publishing project focused on accessible, psychology-informed self-help resources.
- Authored and published a structured range of mental health workbooks and guided journals, including stress management, emotional regulation, sleep support, bereavement, and mental decluttering.
- Designed a CBT-informed workbook using recognised cognitive and behavioural frameworks to help individuals identify, challenge, and reframe unhelpful thoughts, feelings, and behaviours.
- Positioned all materials as adjunctive mental health support, intended to complement therapy, counselling, or case-managed psychological care rather than replace clinical intervention.
- Applied a strong understanding of psychological models, reflective practice, and behaviour change to create structured, user-led exercises suitable for non-clinical settings.
- Demonstrated insight into mental health service pressures, preventative wellbeing strategies, and self-guided intervention tools.
- Currently developing additional workbooks aimed at everyday adults, focusing on reducing cognitive overload, improving emotional clarity, and building sustainable coping strategies.
- Managed the full lifecycle of content creation, including concept development, research, writing, editing, formatting, and publication.
Welcome Team Adviser
Jackson Lees
Liverpool
2022.10 - 2024.01
- Maintained accurate knowledge of current services to provide informative customer advice
- Increased client retention by building instant rapport and establishing customer trust
- Gathered important details from new and current clients
- Acted as first point of contact for customer issues and queries
- Used targeted questioning techniques to determine customer needs and appropriate support.
Contractor Liaison Officer
Apex Contracting LTD
Wirral
2022.07 - 2022.09
- Handling incoming calls from contractors and recruitment consultants
- Provided breakdown of tax, national insurance, pension and other deductions to agency workers
- Checked workers' right to work documents and ensuring they are able to work
- Generated employment contracts and SDC assessments for workers
- Processing mileage expenses for workers
- Registering new clients
- Dealing with insurance claims
- CRM Salesforce, MS packages
- Delivered exceptional customer service by proactively listening to concerns and answering questions
- Handled high volume calls to address customer inquiries and concerns.
Enquiry Supervisor
University of Derby
Derby
2022.04 - 2022.07
- General line management of a contact centre function which handles all incoming communications for the University of Derby
- Admin duties including the development and maintenance of staff rotas, managing staff requests for annual leave, conducting staff performance reviews and using statistics to monitor emerging trends in team performance
- Conducting one-to-one meetings with staff to discuss their performance, absences, career progression and general wellbeing
- Recruitment, training and onboarding of new staff, working to tight deadlines in a fast-paced environment, being the first port of call for customer escalation
- Identified issues, analyzed information and provided solutions to problems
- Collaborated with team members to achieve target results
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Enquiry Operative
University of Derby
Derby
2021.04 - 2022.04
- Worked with the enquiries team to respond to incoming enquiries through a variety of channels such as social media, web forms, emails and phone calls
- Role consisted of a home from home set up throughout the pandemic and has now moved to a hybrid pattern
- Skills include the use of Cisco Jabber/Finesse, Dynamics CRM system, Microsoft Office, Peoplesoft and Zendesk
- Self-motivation to work in a fast-paced, high-pressure role from home throughout the pandemic and was successful in learning the role and software remotely
- Worked as part of a team to ensure enquirers receive the best possible service from the University and liaised with members of different departments to ensure all enquiries were resolved
- Organisation and time management skills.
Volunteer Crisis Support Worker (Remote)
Mental Health Peer Support
Derby, Derbyshire
2020.02 - 2020.11
- Provided one-to-one crisis support to individuals experiencing acute mental health distress, including suicidal ideation
- Responded to real-time crisis messages during high-risk periods, including evenings and overnight
- Used active listening, grounding techniques, and de-escalation strategies
- Identified safeguarding concerns and escalated appropriately
- Signposted individuals to emergency services, crisis lines, and community support
- Maintained confidentiality, boundaries, and emotional resilience
Marketing Assistant
Social Media
Harrogate
2014.02 - 2020.01
- Person-centred approach to managing an efficient, coherent, and skilled team
- Involved with staff throughout the full journey from recruitment and training to supporting and dismissal
- Worked alone and as part of a team to create marketing and social media campaigns, strategies, budget planning, content ideation and schedules
- Ensured brand consistency in both marketing and social media messages by working with company department members, clients, product development and advertising
- Used information surrounding customer data and interactions to create reports to improve future marketing strategies and campaigns
- Created engaging written and graphic content in the form of social media posts, direct messages and e-mails
- Researched and monitored the activity of competitors.
Education
Bachelor of Science - Psychology
University of Derby
DerbySkills
Mental Health & Psychology Operations
- Mental Health Case Coordination
- Psychological Treatment Pathways
- Clinical Risk Awareness & Safeguarding Escalation
- Client Needs Assessment
- Multi-Disciplinary Team Liaison
- Adjunctive Mental Health Support Development
Communication & Stakeholder Management
- Sensitive Client Communication
- Professional Liaison with Clinicians, Insurers & Case Managers
- Telephone & Written Communication in Mental Health Settings
- Progress Reporting & Case Updates
Operational & Administrative Skills
- Case Management & Service Coordination
- High-Volume Administration in Confidential Environments
- Accurate Record-Keeping & System Updates
- Cost Calculations & Financial Tracking
- Planning, Prioritisation & Coordination
Analytical & Decision-Making Skills
- Risk Identification & Escalation
- Evidence-Informed Decision Making
- Attention to Detail
- Problem Solving in Time-Sensitive Cases
Digital & Systems Skills
- CRM & Case Management Systems (eg Salesforce, Zendesk)
- Microsoft Office (Word, Excel)
- Data Handling & Analysis (SPSS – working knowledge)
- Remote Working & Digital Collaboration
Affiliations
- Musical theatre, with regular attendance at London productions and regional theatres • Music, with a broad interest across genres and live performance • Spending quality time socialising with my partner, family, and friends • Animal welfare and wellbeing • Politics and current affairs, with an interest in social issues and public discourse • Keeping up to date with mental health psychology and wellbeing
References
References available upon request.
Timeline
Service Support Coordinator
Mind Right Ltd
2024.12 - Current
Small business owner
Calm & Glow
2024.01 - Current
Welcome Team Adviser
Jackson Lees
2022.10 - 2024.01
Contractor Liaison Officer
Apex Contracting LTD
2022.07 - 2022.09
Enquiry Supervisor
University of Derby
2022.04 - 2022.07
Enquiry Operative
University of Derby
2021.04 - 2022.04
Volunteer Crisis Support Worker (Remote)
Mental Health Peer Support
2020.02 - 2020.11
Marketing Assistant
Social Media
2014.02 - 2020.01
Bachelor of Science - Psychology
University of Derby