Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
Generic

Catherine Duffy

Widnes,Cheshire

Summary

Customer service advocate with over 21 years of civil service experience. Expertise in labor market trends and CV writing, utilizing leadership and team-building skills to enhance efficiency. Strong communicator with a focus on fostering self-awareness and providing constructive feedback. Dedicated to empowering individuals through strategic guidance and career development initiatives.

Overview

21
21
years of professional experience
3
3
years of post-secondary education

Work history

Deputy Work Coach Team Leader

Department For Work & Pensions
Widnes, Cheshire
10.2024 - Current
  • Oversaw team of 12, consistently exceeding customer service level agreements.
  • Motivated team members by establishing clear expectations for individual and collective targets.
  • Maintained high morale during challenging situations through exceptional leadership.
  • Monitored performance metrics to ensure compliance with service quality standards.

Care Leaver SPOC

Department For Work & Pensions
Widnes, Cheshire
04.2024 - Current
  • Served as primary contact for Local Authorities and key stakeholders.
  • Established dedicated email inbox for communications from Local Authorities and stakeholders.
  • Coordinated meetings to strengthen relationships with Local Authorities.
  • Acted as liaison during case conferences with Local Authorities.

Youth Employability Coach (YEC)

Department For Work & Pensions
WIDNES, CHESHIRE
04.2024 - Current
  • Supported disadvantaged young people aged 16 to 24 in accessing suitable services.
  • Provided intensive assistance to vulnerable individuals facing multiple barriers and complex needs.
  • Adopted a holistic approach, fostering trust to prepare claimants for job market competition.
  • Delivered up to six weeks of in-work support to enhance employment retention.

Work Coach

Department For Work & Pensions
Widnes, Cheshire
12.2023 - 04.2024
  • Identified barriers to employment and implemented strategies to enhance job acquisition chances.
  • Liaised with educational institutions to facilitate vocational courses, expanding clients' skillsets.
  • Evaluated clients' backgrounds to achieve optimal job placements.
  • Advised on CV writing techniques and interview strategies, increasing job application success rates.

State Pension Specialist (Administrative Officer)

Department For Work & Pensions
Warrington , Cheshire
10.2022 - 12.2023
  • Managed multiple cases simultaneously while ensuring meticulous attention to detail.
  • Supported claimants throughout application processes, enhancing success rates.
  • Explained complex policies using effective communication skills to promote understanding.

Child Maintenance Benefits Advisor

Department For Work & Pensions
Warrington , Cheshire
01.2019 - 10.2022
  • Managed multiple cases simultaneously whilst maintaining excellent attention to detail.
  • Responded promptly to enquiries, delivering high-quality customer service.
  • Collaborated with multidisciplinary team members to provide comprehensive services to clients.

Customer Account Manager (CAM) Coach

Department For Work & Pensions
Warrington, Cheshire
01.2010 - 12.2018
  • Managed a team of 14 to deliver targeted system training across a retirement provision site of 300.
  • Developed bespoke training sessions to enhance understanding of benefits and system assurance.
  • Produced comprehensive process maps to standardise quality systems across retirement provision network.
  • Collaborated with system designers, enhancing benefit processing efficiency.

Pension Credit Specialist (Administration Officer)

Department For Work & Pensions
Warrington , Cheshire
01.2006 - 12.2010
  • Delivered comprehensive benefit presentations to enhance employee awareness and understanding.
  • Administered accurate Pension Credit reviews, calculating precise payments based on individual circumstances.
  • Resolved complex benefit calculations, ensuring compliance with regulations.
  • Addressed overpayment issues, facilitating repayment to the department.

Administrative assistant

Department For Work & Pensions
Warrington , Cheshire
10.2004 - 04.2005
  • Expedited document filing system with a new, organised method.
  • Facilitated internal communication.
  • Maintained stock levels to avoid shortages in office supplies.
  • Initiated purchase orders for office supplies ensuring cost-effective procurement.

Education

Bachelor of Arts - Fine Art

Staffordshire University
Stoke-on-Trent
09.2001 - 06.2004

Skills

  • Leadership
  • Calm under pressure
  • Communication skills
  • Team building
  • CV writing expertise
  • Job market expertise
  • Job market knowledge
  • Patience and tolerance
  • Self-Awareness advocacy
  • Constructive criticism
  • Resilience building
  • Time efficiency
  • Initiative taking
  • Team Leadership

Accomplishments

Civil Service Team of Excellence Award 2012

Timeline

Deputy Work Coach Team Leader

Department For Work & Pensions
10.2024 - Current

Care Leaver SPOC

Department For Work & Pensions
04.2024 - Current

Youth Employability Coach (YEC)

Department For Work & Pensions
04.2024 - Current

Work Coach

Department For Work & Pensions
12.2023 - 04.2024

State Pension Specialist (Administrative Officer)

Department For Work & Pensions
10.2022 - 12.2023

Child Maintenance Benefits Advisor

Department For Work & Pensions
01.2019 - 10.2022

Customer Account Manager (CAM) Coach

Department For Work & Pensions
01.2010 - 12.2018

Pension Credit Specialist (Administration Officer)

Department For Work & Pensions
01.2006 - 12.2010

Administrative assistant

Department For Work & Pensions
10.2004 - 04.2005

Bachelor of Arts - Fine Art

Staffordshire University
09.2001 - 06.2004

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