Bethan Morgan

During my career with Citizens Advice I have progressed from general customer service adviser to debt support officer and now debt specialist.

Specialist Debt Adviser - August 2018 – Present

● Completing a full financial statement with clients to understand their financial position which allows me to advise what debt solutions are suitable.

● Offering emotional support and empowering clients to take control of their financial situation and self-help.

● Working with clients to determine which debts to prioritise and the implications of non-payment of their priority and non-priority debts.

● Liaise with creditors on behalf of vulnerable clients to negotiate holds, affordable payment plans and to stop any further action on the account.

● Completion of regular training is essential within my role.

● After the initial assessment a confirmation of advice is sent and the majority of cases also requires additional casework.

● Due to the limit of time to complete casework it is essential that all tasks are detailed and prioritised.

Debt Support Officer - December 2017 – August 2018

● Dealing with work streams and distributing workloads to staff members

● Supporting management with the day to day running of a busy call centre

● Responsible for petty cash and volunteer expenses

● Supporting the debt team with any casework queries

● Speaking to creditors, negotiating payments and account holds on behalf of clients

General Customer Service Adviser - August 2017 - December 2017

● Receiving and dealing with all initial client communications

● Guiding all customer issues to a satisfactory conclusion

● Promoting the values of the organisation in every way possible

● Delivering a quality service to all clients whilst focusing on customer service

● Referring clients to other organisations or partner agencies were necessary

This employment had always been alongside other employment.

• Facilitated smooth running of service by supporting management and service staff.
• Warmly greeted and served customers, promptly processing payments to minimise wait times.
• Inspected customer identification to verify age against legal standards.
• Adhered to cash and stock control systems to support bar management processes.
• Cared for guest wellbeing, monitoring excess consumption and calling for transportation.
• Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
• Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
• Managed customer complaints, providing prompt and impactful resolutions to maintain high customer satisfaction levels.
• Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.

• Deliver excellent customer service.
• Ensuring that all drinks and products are served and presented in accordance with Company standards.
• Ensure all online training was up to date.
• Cash handling and replenish stock
• Deal with customer queries and complaints.

● All aspects of managing the public house including pub safety and security, including complying with health and safety regulations.

● Recruiting, training and managing staff.

● Organizing and advertising events such as live music and comedy nights to appeal to current and new customers.

● Complete stock checks, placing orders with suppliers.

● Ensuring regular maintenance of the premises. I was responsible

● Monitoring profitability and performance to ensure sales targets were met.

• Oversaw line cleaning and cellar management.

Within my 12 years employed with Lloyds Bank I progressed from customer service adviser to PPI claims handler and then my last position was floor manager.

● To provide excellent customer service and meet the needs of customers, this was monitored by quarterly targets that I was then responsible for breaking down into monthly, weekly and daily targets.

● To keep up to date with product knowledge to ensure my targets were meet and also if there was any further training I required that I brought it to the attention of my managers ensuring the correct utilisation of development time.

● Responsible for managing advisors time off the phone while ensuring that there was adequate staff to manage our call volumes.

● General administration jobs

● Daily meetings with senior managers to update them on the site's performance the previous day and through the day.

● Maintained high standard of customer service.

● Exceeded my targets to achieve my performance related salary increase.