Augustina Addai

• Ensuring that all patients receive a high standard of care, promoting the principles that align with company policies and values.

• Carrying out quality assurance checks to ensure the Gamma Knife is acceptable for accurate clinical use daily, such as framing patients with immobilisations, taking patients to MRI and angiogram and positioning patients for their individual treatment.

• Maintaining a safe working environment by ensuring safe systems of working and compliance with health and safety requirements.

• Assisting in pre-assessment clinics for arteriovenous malformation (AVM) patients before their treatment date.

• Ensuring the complete and accurate content of documented patient-related data, ensuring compliance with information security & data protection legislation is applied.

• Ensuring that any incidents and complaints are recorded and reported to the Senior Radiographer and relevant people.

• Follow the Quality Management System framework and report any breaches, accidents and incidents to the Lead Radiographer and any other relevant personnel.

• Participate in quality and clinical audits.

• Assisting the senior radiographer to undertake administrative/reporting tasks (e.g. arranging out-patient and pre-assessment appointments) as required.

• Providing accurate information to patients and their carers, supporting them to make an informed decision about their care/treatment with particular reference to the technical aspects of Gamma Knife treatment and post-treatment care.

• To respond to emergencies calmly and practically, taking direction from the senior/lead radiographer. This may involve assisting and following emergency procedures, where necessary, to reach a safe outcome and provide optimum care.

• Assisting in evaluating and improving processes by using quality audits, annual policy reviews and critically reviewing new evidence to ensure development of clinical practice.

• Ensuring efficient, accurate, patient-focused pre-treatment and delivery of Gamma Knife treatment.

• Use excellent communication skills to provide and receive highly confidential, sensitive and complicated patient information.

• Familiarisation and compliance with all appropriate national policies, NHS service specifications and local procedures and guidelines.

• Ensuring a programme of personal mandatory training is undertaken and pursuing continuous professional development opportunities.

• Putting patients first. Focus on their care, taking a proactive approach to their needs that aligns with the company values.

• To ensure all communication with customers is in a professional and timely manner and resolved to the customer’s satisfaction using the appropriate channels.
• Managing corporate customer queries from start to finish, taking ownership and being responsible for resolution of the issue.
• Develop a full understanding of DHL eCommerce UK services and products and all relevant DHL eCommerce UK operating systems.
• Promote self-service and alternative products to new and existing customers.
• Attend regular meetings/briefs held by the Customer Service Centre Management team. Contribute ideas to change and improve the customer experience and the performance of the team.
• Planning and organisation while multitasking whilst working under pressure.
• Customer focus and attention to details.

• Follow all department procedures
• Candidate/Client Support via telephone and email
• Resolution for clients' concerns via the phone with live chats.
• Obtaining employment references via telephone from companies in the UK and Overseas.
• Ensure all employment screening tasks are executed daily.
• Handling and managing confidential documents and files for customers.
• Analysis and interrogation of data supplied by candidates.

• Own and resolving customer queries across multiple channels- including telephone, emails, social media and webchat effectively.
• Making sure customers are satisfied with the service provided for them so they can come back to the business.
• Providing excellent customer service at all times and focusing on customer satisfaction and resolution.
• Achieving individual and contribute to Ocado contact centre KPI's.
• Keeping up-to-date with Ocado processes and procedures with the customer for them to have accurate information.
• Undertake other Adhoc tasks as and when required.
• Ensure data entry and accurate reporting for all relevant departments.
• Entering customer details accurately into the system.
• Tracking customer orders if there’s any delay.
• Assisted customers with a warm and professional attitude
• Assisted customers with questions
• Interacted with customers through live chat
• Kept records of customer complaints
• Handled emails, inbound calls, and outbound calls
• Booked appointments
• Managed customer accounts
• Assisted with technical support duties

• Assess the customer's needs by listening carefully to their inquiry.
• Communicate clearly with the customer, stating what the next steps are to help resolve their query and how long it will take to resolve it.
• Display high levels of professionalism when in contact with customers.
• Deliver departmental KPIs and targets for call acceptance rates and case management timelines.
• Adheres to compliance rules and regulations at all times (for example, when processing customer self-exclusion details).
• Accurately logs details of customer enquiries onto the central reporting system.
• Stays up-to-date with Ladbrokes and Coral retail rules and promotions to ensure that customer queries are answered effectively and accurately.
• Effectively communicate case details to middle/senior management.

• Receive calls from hospital staff members and deal with their requests on the telephone and by email efficiently.
• Provide administrative support to a growing sales team to help reach the team's objectives.
• Act as an additional contact for customer and client requests and queries relating to samples, drawings
• Data entry
• Login-in jobs for staff members such as nurses, doctors, porter etc in the hospital.
• Listening to clients' problems and helping them in solving.