Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Caitlin Gallagher

Glasgow

Summary

I am a highly motivated and educated professional with extensive experience in customer service, hospitality, and fast-paced environments. I pride myself on being hardworking, dedicated, and results-driven, with the ability to remain calm, efficient, and focused under pressure. I am a committed team player who builds positive relationships with colleagues, customers, and stakeholders through an approachable and enthusiastic attitude. I am naturally organised and reliable, with excellent time management skills and a determination to complete every task to the highest standard. I am also eager to continue learning and developing, always striving to achieve excellence in everything I do.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Anti-Social Behaviour Officer

Wheatley Group
Glasgow
07.2025 - Current
  • Investigating reports of anti-social behaviour, gathering evidence and interviewing complainants, witnesses, and alleged perpetrators.
  • Managing a varied caseload, ensuring timely progression of cases and accurate record-keeping in line with policy and legislation.
  • Maintain an effective diary management to prioritise workload, meet deadlines, and provide updates to stakeholders.
  • Working in close partnership with the police, housing providers, local authorities, and community organisations to address anti-social behaviour and safeguard communities.
  • Preparing and presenting evidence for legal proceedings, including witness statements, court documentation, and professional reports.
  • Delivering tailored interventions and mediation to resolve disputes and prevent escalation.
  • Monitoring outcomes and reviewing action plans to ensure effective resolution of cases.
  • Providing advice and support to residents and colleagues, ensuring they understand processes, rights, and available support services.
  • Ensuring compliance with relevant legislation, policies, and data protection requirements when handling sensitive information.

Housing Officer

Wheatley Group
Glasgow
09.2021 - 07.2025
  • Managed a diverse area of properties and tenants, providing advice, support, and guidance on housing-related issues.
  • Administered rent accounts, monitoring payments, addressing arrears, and agreeing repayment arrangements or escalating to legal action.
  • Investigated and resolved anti-social behaviour (ASB) cases, working closely with residents, police, and partner agencies to achieve positive outcomes.
  • Coordinated the allocation of properties, ensuring compliance with policies and fair access to housing.
  • Carried out home visits, tenancy checks, and welfare visits to support tenants and maintain tenancy sustainability.
  • Oversaw the management of void properties, ensuring repairs and re-letting were carried out efficiently.
  • Logged, monitored, and followed up on repair requests, liaising with contractors and maintenance teams to ensure timely completion.
  • Delivered excellent customer service, dealing with queries and complaints promptly and professionally.
  • Maintained accurate records and utilised effective diary management to balance priorities and meet deadlines.
  • Thrived in a fast-paced, high-pressure environment, demonstrating resilience, adaptability, and problem-solving skills.
  • Collaborated effectively within a team environment, sharing knowledge and supporting colleagues to achieve service targets.

Support Worker

The Richmond Fellowship
Glasgow
08.2020 - 09.2021
  • Provided person-centred support to elderly and disabled adults, as well as individuals on criminal justice packages, promoting independence and dignity.
  • Assisted with personal care, including washing, dressing, and mobility, ensuring respect and sensitivity at all times.
  • Supported clients with meal preparation, nutrition, and housekeeping tasks, creating a safe and comfortable living environment.
  • Helped manage finances and administrative tasks, offering guidance with budgeting, bills, and essential paperwork.
  • Administered and monitored medication, following care plans and maintaining accurate records.
  • Assisted with daily living activities, encouraging clients to develop confidence and maintain independence.
  • Accompanied clients in the community, supporting social inclusion, appointments, and activities that enhance wellbeing.
  • Acted as a key point of contact, liaising with families, health professionals, and external agencies to provide holistic support.
  • Maintained detailed case notes and care records, ensuring compliance with safeguarding and confidentiality standards.
  • Took on significant responsibility for the wellbeing of vulnerable individuals, carrying out duties with patience, empathy, and compassion.

Customer Service Advisor

Tesco Bank
Glasgow
07.2018 - 08.2020
  • Handled high volumes of inbound customer calls, providing clear, accurate, and friendly support.
  • Delivered excellent customer service, resolving queries efficiently and ensuring a positive experience at every interaction.
  • Assisted customers with the management of current accounts, savings accounts, and other banking products, ensuring compliance with internal policies and FCA regulations.
  • Supported customers with transactions, balance enquiries, account changes, and issue resolution.
  • Worked collaboratively with other departments (e.g., fraud, loans, mortgages) to resolve complex issues and provide a seamless service.
  • Undertook regular training and development to remain up to date with new products, policies, and regulatory requirements.
  • Learned and applied banking policies and procedures, ensuring accuracy and compliance in all customer interactions.
  • Carried significant responsibility in handling sensitive financial information and account security, maintaining strict confidentiality.
  • Contributed to team performance targets while maintaining high individual service standards.

Team Member

Nandos
Glasgow
09.2016 - 07.2018
  • Oversaw the management of staff tips and funds, ensuring fairness, transparency, and accurate record-keeping.
  • Organised and coordinated team-building events and staff social activities, strengthening morale and workplace culture.
  • Acted as a staff representative, raising concerns and suggestions to senior management to support continuous improvement.
  • Fully trained across all food preparation stations, ensuring high standards of quality, hygiene, and consistency.
  • Delivered excellent table service, waitressing, and hosting, providing a welcoming experience for guests and maintaining customer satisfaction.
  • Responsible for the opening and closing of the restaurant, including preparation, stock checks, and ensuring smooth day-to-day operations.
  • Maintained full compliance with health & safety and food hygiene regulations, contributing to a safe and efficient working environment.
  • Supported team development by training, mentoring, and motivating colleagues, fostering a collaborative and high-performing team.
  • Consistently achieved high standards of service delivery, working effectively under pressure in a fast-paced environment.

Crew Member

McDonalds
Glasgow
09.2015 - 08.2016
  • Delivered excellent customer service, completing company training and consistently ensuring a positive and professional experience for all guests.
  • Assisted with food preparation and service, ensuring accuracy, quality, and efficiency in fulfilling customer orders.
  • Maintained high standards of cleanliness, organisation, and stock management, supporting smooth restaurant operations.
  • Followed strict health, safety, and food hygiene procedures, ensuring compliance with industry and company standards.
  • Consistently worked to a high standard in a fast-paced, high-pressure hospitality environment, demonstrating adaptability, resilience, and strong teamwork skills.

Education

Certificate of Higher Education -

Notre Dame High School
Glasgow

Bachelor of Arts - Journalisom

Edinburgh Napier University
Edinburgh
09.2016 - 09.2020

Skills

  • Strong educational background with a BA (Hons) Degree and continuous professional development
  • Extensive customer service experience, consistently delivering high standards of support in hospitality, retail, and service industries
  • Proven ability to work effectively under pressure and remain calm and efficient in fast-paced, high-demand environments
  • Hardworking, dedicated, and committed to achieving goals and exceeding expectations
  • Team player with strong collaboration skills, while also capable of working independently and taking initiative
  • Adaptable and quick to learn, with a proactive approach to developing new skills and knowledge
  • Excellent communication and interpersonal skills, able to build positive relationships with colleagues, customers, and stakeholders
  • Highly organised and detail-oriented, with strong time management and diary management skills
  • Leadership qualities, including mentoring, supporting, and motivating colleagues to achieve team success
  • Enthusiastic and positive, approaching challenges with determination and resilience
  • Strong understanding of health, safety, and compliance procedures, ensuring high professional standards at all times

Certification

• Duke of Edinburgh, Scotland

• S@S Accelerate University of Strathclyde

• Caritas Award

• Leadership Course

• Heart Start

• Values in Action Award

Timeline

Anti-Social Behaviour Officer

Wheatley Group
07.2025 - Current

Housing Officer

Wheatley Group
09.2021 - 07.2025

Support Worker

The Richmond Fellowship
08.2020 - 09.2021

Customer Service Advisor

Tesco Bank
07.2018 - 08.2020

Team Member

Nandos
09.2016 - 07.2018

Bachelor of Arts - Journalisom

Edinburgh Napier University
09.2016 - 09.2020

Crew Member

McDonalds
09.2015 - 08.2016

Certificate of Higher Education -

Notre Dame High School

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