Alisha Leigh

During my role at Independence Solutions, I was responsible for a wide range of administrative and coordination duties within a fast-paced environment. This included making and receiving high volumes of calls, liaising with residents, suppliers, operatives, housing officers, occupational therapists and contact centres. I worked closely with multiple housing associations, including Clwyd Alyn, North Wales Housing, Grŵp Cynefin, Adra, Wales & West and Grŵp Cefni, supporting the delivery of various workstreams as a contractor.

My role involved planning and scheduling a broad range of services, including aids and adaptations, wet rooms, adaptive kitchens, grab rails, dropdown rails, Geberit systems, Clos-o-Mat installations, as well as general works such as painting, flooring, boiler installations and faults, and electrical and gas testing. I was responsible for managing jobs from initial referral through to completion, ensuring all processes were followed accurately and efficiently.

I worked closely with Occupational Therapists and Trusted Assessors to ensure that all adaptations met the specific needs of residents. This required strong organisational skills and the ability to coordinate between multiple parties, including tradespeople, suppliers and housing teams, to deliver work to a high standard.

A key part of my role involved using systems such as JobLogic to manage job details, track progress, upload photos and communicate updates from operatives. I also used the CX Portal to upload and maintain important documentation, including asbestos reports, gas safety certificates (CP12) and electrical certificates, ensuring records were accurate and up to date.

I communicated regularly with residents, providing updates, arranging access and booking in works in a considerate and flexible manner, always aiming to deliver a high level of customer service. My role required me to be adaptable, often responding to urgent situations such as hospital discharges, where works needed to be arranged quickly and efficiently to support residents returning home safely.

In addition, I contributed to customer liaison days and supported the completion of customer satisfaction surveys, helping to maintain and improve service standards. I am confident using Microsoft Office, Outlook and communication platforms such as WhatsApp, and I have developed strong interpersonal skills, allowing me to work effectively with individuals from a wide range of backgrounds while remaining sensitive to their needs.

• Provided compassionate administrative support within a busy oncology ward, ensuring patients felt comfortable and supported at all times
• Organised and maintained accurate patient records and files for medical staff, ensuring confidentiality and efficiency
• Scheduled and managed appointments over the phone, communicating clearly and sensitively with patients and their families
• Acted as a calm and friendly point of contact, handling enquiries with empathy and professionalism
• Worked closely with doctors and healthcare staff to keep daily operations running smoothly
• Prioritised tasks effectively in a fast-paced environment, maintaining high attention to detail
• Demonstrated strong organisational skills while managing sensitive information with discretion

• Acting as the first point of contact across all enquiries, working remotely to build a rapport with

our patients and the wider team

• Building an excellent working relationship across our doctors, consultants, radiographers and

radiologists, working collaboratively to provide the best possible care

• Supporting our patients with empathy and care, working with them to patiently understand their

needs and communicate the best course of care

• Working to clear KPIs and targets around availability and conversion, creating patient

scheduling and responding to any requests via telephone and email correspondence

• Maintaining all patient records, correspondence and information prior to any appointments or

scans, clearly communicating updates and information as needed