Charlotte Power
Birmingham
Summary
Dedicated professional with a strong focus on staff leadership and operations management, complemented by expertise in activity coordination and customer service. Demonstrates a commitment to safety compliance and restraint reduction, ensuring a high standard of care through attentive listening and emotional support. Skilled in paediatric first aid, medications administration, and maintaining meticulous records, with an awareness of the importance of duty of care. Advocates for children and young people's well-being with a caring attitude, patience, and tolerance. Career goals include advancing in roles to enhance operational efficiency and children and young people's satisfaction while promoting views, wishes and feelings to improve mental health.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Senior Residential Support Worker
FORTE CARE LTD
Birmingham, West Midlands
2026.02 - Current
- Provided continuous emotional and practical support for young people in distress.
- Became responsible for managing medication and ensuring this is ordered in a timely manner.
- Ensured safety by monitoring residential environment regularly.
- Updating young persons risk assessment and care plan on a monthly basis to reflect individual needs.
- Create monthly planned key working sessions to guide conversations around hygiene, education, views feelings and wishes.
- Mentor new members of staff in learning the company's online recording system.
- Leading shifts.
- Communicated effectively with families, offering reassurance and updates on young person's progress.
- Completing LAC review paperwork in a timely manner ahead of meetings.
- Planning the agenda for Team Meetings and ensuring to lead with management and be responsible for taking minutes and uploading in a timely manner.
- Upheld strict confidentiality protocols safeguarding privacy rights of all those residing within the home.
- Identified potential triggers leading to behavioural outbursts, minimising incidents of unrest within the community setting.
- Creating key working sessions to minimise the risk of young people not having the opportunity to express their views, wishes and feelings.
- Created a weekly Children's Meeting for the young person to independently complete highlighting any concerns they wish to raise or express their views, wishes and feelings.
- Worked collaboratively with other support workers to maintain holistic care for young people.
- Monitored and evaluated patients' health, wellbeing and progress to mitigate potential health risks, create key working sessions and update risk assessment to align with any concerns or changes.
- Became the young person's key worker to further support personalised needs.
- Contribute in PBS plan and attend meetings with specialists to update the PBS plan to reflect individual needs.
Residential support worker
FORTE CARE LTD
Birmingham, West Midlands
2024.06 - 2026.02
- Encouraged independence amongst young people by assisting them in mastering day-to-day tasks.
- Improved resident wellbeing with individualised care plans.
- Escalated critical situations swiftly, preventing harm to residents or property damage.
- Transport for appointments outside the residence, guaranteeing timely attendance.
- Provided emotional support for young people in distress.
- Weekly organisation of activities relevent to the young person's interests.
- Ensured safety by monitoring residential environment regularly and reporting any concerns to management.
- Facilitated therapeutic interventions with external agencies, such as CAMHS to promote resident recovery process.
- Delivered approved personal care whilst preserving dignity and respect of each individual resident.
- Administered medication following guidelines, ensuring correct dosages at all times, ensuring to record all adminsteration immediately.
- Maintained cleanliness, enhancing living conditions for staff and young people.
- Identified potential triggers leading to behavioural outbursts, minimising incidents of unrest within the community setting.
- Kept accurate records to ensure continuity of care for young people.
- Upheld strict confidentiality protocols safeguarding privacy rights of all those residing within the home.
- Collaborated with healthcare professionals for optimal resident health outcomes.
- Communicated effectively with families, offering reassurance and updates on young person's progress.
- Coordinated meal preparation and distribution, ensuring balanced nutrition for all residents.
- Conducted routine checks during shifts to maintain a secure environment for everyone in residence.
- Deescalated tense situations through use of effective communication strategies, such as PACE, maintaining peace within the residential facility.
- Assisted young people to achieve daily living skills.
- Promoted social inclusion by supporting individual interests, hobbies and social activities.
- Optimised resident outcomes, setting boundaries and expectations in line with individual Care Plans.
- Delivered effective daily care to young people with complex care needs.
- Improved practical support for residents, working collaboratively with social services.
- Guaranteed physical and emotional wellbeing of residents, incorporating therapy and social-based activities.
- Optimised resident comfort by maintaining a homely, stable and caring environment.
- Worked with residents to develop life skills, including how to prepare meals and keep areas clean.
- Ensured continuity of service by maintaining and updating individual resident records on company's online software.
- Created positive relationships with residents, achieving a key worker role.
- Avoided potential harm by administering medication with 100% accuracy.
- Supervised young people during outings and physical activities, promoting dignity and independence.
- Liaised with family members to organise activities and contribute to the planning of family contact days.
- Assisted patients with daily personal, hygiene and incontinence care.
- Worked collaboratively with other support workers to maintain holistic care for young people.
- Monitored and evaluated young persons health, wellbeing and progress to mitigate potential health risks.
- Adopted person-centred approach in all aspects of care-giving.
- Provided young people with opportunities for social activities, maintaining well-rounded care offerings and enhancing mental wellbeing.
Retail Duty Manager
Tesco
2017.04 - 2024.06
- Coordinated team workflow, delegating tasks to capitalise on team strengths and resources.
- Monitored employee activity, efficiency and motivation throughout operations, providing extra training to struggling team members.
- Enhanced product marketability and improved profits with optimum targeting on sales and marketing strategies.
- Complied with established policies and procedures including security and pest control.
- Monitored sales and movement of merchandise to place orders and maintain availability.
- Performed store open and closing procedures
- Analysed and compared sales to previous years to set and meet revenue targets,
- Approached customers to listen to complaints and suggestions for improving customer service.
- Upheld superb service standards by incorporating customers' suggestions and feedback.
- Managed rotas to provide adequate cover for supermarket floor during peak hours.
- Identified and proactively managed poor performance issues using appropriate company policy.
- Supervised supermarket activities to maximise customer satisfaction and provide maximum security to merchandise.
- Completed payroll activities, including sending new starters, employee changes and leaver information to HR on time.
- Led and oversaw recruitment, training and development of new employees to improve productivity and boost performance.
- Compiled and documented reports including weekly sales, performance notices and daily checklists.
- Led team to exceed sales targets by reducing waiting times at counters and changing item locations.
- Protected employees by providing safe and clean working environment.
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Covered store manager holidays and all responsibilities.
Cleaning business
Self-employed
2015.09 - 2020.01
- Maintained excellent customer satisfaction by dealing with customer complaints professionally, calmly and politely via email and telephone.
- Coordinated team workflow, delegating tasks to capitalise on team strengths and resources.
- Monitored expenditures, ensuring costs stayed within budgets to avoid overspending.
- Responsible key holder for 15 properties
- Covered weekly, monthly, end of tenancy deep cleans
- Managing 3 members of staff employed by myself
- Used Facebook and Instagram to promote service and business
Customer Retail Teamleader
Tesco Superstore
2013.09 - 2017.04
- Trained and supervised team to deliver on store sales targets.
- Completed audits and risk assessments to achieve regulatory compliance.
- Resolved complex customer enquiries, disputes and complaints.
- Delivered quality service with friendly and professional demeanour.
- Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
- Integrated process improvements to optimise overall workflow and efficiency.
Customer Retail Assistant
Tesco
2011.09 - 2013.09
- Started at the age of 16 on checkouts
- Serving customers
- Dealing with the pressure of busy periods
- Answering customer queries
Education
(Honours) Degree in Health and Social Care - Health and Social Care
The Open University
Milton Keynes, MIK 2023.10 - 2025.07
GCSEs -
Perry Beeches
BirminghamNVQ Level 4 - Children, Young People and Families
Sutton Coldfield Training
Birmingham 2025.04 -
MSc Psychology - Psychology
Arden University
Distance Learning 2025.10 -
Skills
- Staff leadership
- Operations management
- Activity coordination
- Attentive listening
- Ability to complete Incident reports to a high standard
- Record-keeping importance awareness
- Advocacy
- Paediatric first aid trained
- Emotional support capacity
- Medications administration
- Restraint reduction commitment
- Caring attitude
- Patience and tolerance
- Safety compliance
- Attentive
- Enthusiastic
- Customer Service
- Duty of care
Affiliations
- Baking
- Cooking
- Cinema
- Creating Handmade Floral Gifts
- Eye for detail and organisation
- Expanding educational qualifications
- Caring for my 2 children
- Scenic Walks
Certification
The Degree of Bachelor of Arts (Honours) in Health and Social Care - First-class Honours
Career goals
I have over 10 years experience within management of the retail sector however, this provided me with transferrable skills to fulfil roles working with children and young people with complex needs. I have been able to progress within my role to become a Senior Residential Worker with the desire to progress further within education to be able to provide a higher level of support to children, young people and adults with complex mental health needs.
Timeline
Senior Residential Support Worker
FORTE CARE LTD
2026.02 - Current
MSc Psychology - Psychology
Arden University
2025.10 -
NVQ Level 4 - Children, Young People and Families
Sutton Coldfield Training
2025.04 -
Residential support worker
FORTE CARE LTD
2024.06 - 2026.02
(Honours) Degree in Health and Social Care - Health and Social Care
The Open University
2023.10 - 2025.07
Retail Duty Manager
Tesco
2017.04 - 2024.06
Cleaning business
Self-employed
2015.09 - 2020.01
Customer Retail Teamleader
Tesco Superstore
2013.09 - 2017.04
Customer Retail Assistant
Tesco
2011.09 - 2013.09
GCSEs -
Perry Beeches