Carrie Wilkinson

Client Advisor – Adult Disability Payment

As a Client Advisor specializing in Adult Disability Payment (ADP), I manage complex client interactions to ensure individuals receive the financial support they are entitled to, in alignment with organizational values and stakeholder expectations.

A recent case highlighted my investigative skills, operational knowledge, and commitment to client outcomes. I managed a 16-month old case involving a client with an appointee. The appointee's relinquishment of the role had led to procedural errors and a payment case closure. I conducted an in-depth investigation by analysing client records, cross-referencing processes with our internal knowledge management system (IKM), and liaising with colleagues via email and Microsoft Teams. My findings identified procedural mishandling, and I documented a comprehensive timeline of actions and outcomes.

Through collaboration and safeguarding referrals, I resolved the case by advocating for process improvements, including appointing structured meetings to review appointee-related changes. My proactive efforts led to re-opening the client's case, backdating payments, and awarding an underpayment exceeding £11,000. This safeguarded both the client’s welfare and the organization's reputation.

Senior Library Assistant – University of Dundee

In my prior role, I effectively navigated challenges stemming from staffing shortages. Employing a deep understanding of library operations, I proposed and implemented solutions to mitigate service disruptions and maintain a high standard of support for students and staff. My initiative to increase the frequency of the book request service from one to three times weekly streamlined workflows, optimized staff time, and reduced wait times for student requests. Additionally, I adapted my working pattern and relocated to ensure a responsive and flexible approach to evolving team needs.

These experiences demonstrate my ability to operate effectively in dynamic environments, analyse complex scenarios, collaborate across teams, and prioritize client and organizational success.

• Spending time with my husband and our three children
• Reading
• Going for walks
• Getting together with friends