CHARLOTTE MARTIN
Summary
Seasoned professional with career centred on casework and client advocacy. Bring forth innovative strategies to improve client experiences, along with astute understanding of complex case handling and problem-solving. Known for cultivating positive relationships with clients, fostering trust and facilitating resolution of challenging cases.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work history
Senior Caseworker
UK Parliament - House of Commons
2024.10 - 2025.03
- Due to track record of delivering excellent work for Member of Parliament, I took skills to next level as Senior Caseworker to different Member of Parliament.
- Streamlined case management process by implementing effective tracking systems. I provided support to Line Manager regarding Customer Relationship Management System. For example, proactively designed e-templates to make email system efficient.
- Taking meticulous approach to supporting individuals. For example, autonomously escalating complaints to Senior/Chief Executive level of organisations to find desirable resolution.
Caseworker
UK Parliament - House of Commons
2022.06 - 2024.10
- Skills described in previous job period Jan 2018 - Sep 2019. However, notable up-skills including;
- Exhibiting excellent IT skills; which includes Wordpress website maintenance, subtitling parliamentary speeches on software ‘Veed’ and creating Member of Parliament’s social media content including 'Canva'.
Qualified Social Worker
Manchester City Council
2021.08 - 2022.04
- Demonstrating good judgement skills under competing priorities and pressure, for example adhering to deadlines for submitting assessments and corresponding with families with a personable manner.
- Everyday use of IT systems to retrieve, record and update information and willingness to adapt to new systems.
- Everyday practice of communicating clearly and sensitively via telephone and in person, with people of all ages and abilities who are facing difficult and emotional situations
Project Worker
Barnardos
2020.12 - 2021.05
- Company Overview: Placement whilst studying to qualify as a Social Worker
- Conducting effective interviews when a young person or child has run away, and to understand and assess reasons why the child has run away
- Writing detailed report of the missing episode and comprehensive actions electronically and sending information to agency partners and keeping to strict deadlines
- Displaying excellent communication skills both orally and written; in order to ensure high quality of support and outcomes for service users
- Placement whilst studying Social Work.
Student Social Worker
Manchester Communications Academy
2020.01 - 2020.04
- Company Overview: Placement whilst studying to qualify as a Social Worker
- Ensuring students who were identified by teachers reports for safeguarding concerns were addressed in a timely manner
- Independently managing my own caseload of students identified for further support in school and having responsibility for recording their data and information on CRM system ‘CPOMS’
- Working in collaboration with safeguarding partners; completing referrals if children at risk of radicalisation and attending various meetings pertaining to families and pupils
- Placement whilst studying to qualify as a Social Worker
Caseworker
UK Parliament - House of Commons
2018.01 - 2019.09
- Improved client satisfaction by effectively handling complex casework issues.
- Ensured adherence to data protection laws whilst managing sensitive information.
- Conducted thorough investigations to resolve client concerns (which had been appraised as an ‘excellent’ standard by Member of Parliament and Office Manager).
- Liaised closely with other professionals for multi-disciplinary approach towards casework.
Customer Service Advisor
Co Op Car Insurance
2017.02 - 2018.04
- Answered customer requests with friendly, knowledgeable service and support
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques
- Assisted customers with questions and concerns
Education
BA -
University of Nottingham
2013.09 - 2016.06
Masters (MA) - Social Work
Manchester Metropolitan University
2019.09 - 2021.06
Skills
- Case management software proficiency
- Detailed note-taking
- Effective listening
- Empathetic communication
- Safeguarding procedures
- Full UK driver's licence
References
References available upon request.
Relevant Information
- Certified Mental Health First Aid (MHFA England)
- School Governor at Primary School
- References available upon request.
Timeline
Senior Caseworker
UK Parliament - House of Commons
2024.10 - 2025.03
Caseworker
UK Parliament - House of Commons
2022.06 - 2024.10
Qualified Social Worker
Manchester City Council
2021.08 - 2022.04
Project Worker
Barnardos
2020.12 - 2021.05
Student Social Worker
Manchester Communications Academy
2020.01 - 2020.04
Masters (MA) - Social Work
Manchester Metropolitan University
2019.09 - 2021.06
Caseworker
UK Parliament - House of Commons
2018.01 - 2019.09
Customer Service Advisor
Co Op Car Insurance
2017.02 - 2018.04
BA -
University of Nottingham
2013.09 - 2016.06