Chloe McKellar

Glasgow

Summary

I am a dedicated and analytical public sector professional with experience in complex decision-making, complaint investigation, evidence-based assessment and producing clear, defensible outcomes within high-accountability environments. As a Complex Decision Maker and DWP Complaints professional, I independently review complex information, assess evidence, investigate concerns and produce reasoned decisions that impact vulnerable individuals. My roles require impartial judgement, resilience and the ability to interpret and apply legislation, policy and guidance consistently.

Through my DWP experience, I have developed strong skills in reviewing case histories, identifying service issues, assessing whether procedures have been followed and communicating findings clearly to customers and stakeholders. My 2:1 degree in Criminology and Sociology has strengthened my understanding of evidence evaluation, procedural fairness and ethical decision-making. Previously, as a Support Practitioner within criminal justice rehabilitation services, I supported vulnerable adults affected by offending and addiction, developing skills in safeguarding, partnership working and managing sensitive information. I am committed to independent, evidence-led review and maintaining public confidence through fairness, transparency and accountability.

Overview

years of professional experience

Work history

Complaints Resolution Manager

Department for Work and Pensions

Glasgow, Glasgow City

2026.06 - Current

Investigate customer complaints by reviewing case histories, establishing timelines and assessing whether actions taken were appropriate and aligned with departmental standards.
Identify and analyse complaint issues, determining whether service failures, communication issues or process improvements are required.
Draft clear, professional complaint responses that explain findings, address customer concerns and provide transparent outcomes.
Handle sensitive complaints, including those involving vulnerable customers and Member of Parliament correspondence, ensuring concerns are acknowledged and considered fairly.
Apply complaint handling procedures and quality standards to ensure investigations are thorough, consistent and impartial.
Communicate effectively with customers, representatives and stakeholders, adapting explanations to ensure complex information is understood.
Identify trends, learning points and opportunities to improve service delivery and customer experience.
Support team quality improvement as Glasgow Complaints Quality SPOC, sharing guidance and promoting consistency across complaint investigations.
Manage a varied caseload effectively, prioritising competing demands while maintaining accuracy, professionalism and required timescales.

Complex Decision Maker

Department For Work & Pensions

Glasgow, Glasgow City

2024.04 - 2026.07

Make evidence-based decisions on Universal Credit claims, in align with current legislation, policy and guidance.
Collate and analyse evidence from work capability assessments, supporting medical documents, external agencies and claimant declarations in order to make sound judgements.
Liaise with internal and external partners for clarification and support, to strengthen my conclusions.
Weigh conflicting evidence and identify gaps, requesting further evidence when required to reach justified conclusions.
Support claimants through the Universal Credit Health Journey process, encouraging compliance and engagement.
Identify claimant vulnerabilities and safeguarding concerns, making relevant escalations where there is cause for concern. Consider how my decision may contribute to this.
Communicated information to claimants assertively and empathetically, adjusting the delivery to meet specific requirements.
Produce structured, detailed and well written notes to support my rationale.
Manage my own caseload efficiently, working towards organisational targets and deadlines.
Work towards the organisational goal of reducing fraud, error and debt across the department.

Residential Support Practitioner

Turning Point Scotland

Paisley, Renfrewshire

2021.02 - 2024.04

Developed and reviewed person-centred support plans, assessing individual needs, circumstances and risks to ensure appropriate interventions were provided.
Conducted detailed risk assessments, identifying behavioural and emotional triggers, evaluating potential risks and implementing proportionate strategies to support safety and rehabilitation.
Maintained accurate and confidential records, documenting progress, concerns and relevant information to support informed decision-making.
Worked collaboratively with probation officers, social workers, healthcare professionals and other partner agencies to share information and contribute to coordinated support planning.
Facilitated residential reviews involving residents and multi-agency professionals, preparing agendas, recording outcomes and developing follow-up action plans.
Built professional relationships with vulnerable individuals, using a trauma-informed and person-centred approach while maintaining appropriate boundaries.
Monitored engagement with rehabilitation programmes, assessing progress, identifying barriers and adapting support plans where required.
Supported individuals involved in the criminal justice system to comply with statutory requirements and engage positively with rehabilitation goals.
Liaised with medical professionals and external services to support effective care planning and ensure individual needs were appropriately addressed.
Managed sensitive information in line with confidentiality, safeguarding requirements and professional standards.

Education

Bachelor of Arts Honours Degree - Criminology and Sociology

University of Stirling

Stirling