Claire Byrne
Southampton,Hampshire
Summary
A dedicated professional with a strong focus on goal setting and performance management, adept at setting clear objectives and supporting staff in achieving them. Skilled in delivering constructive feedback and fostering a supportive environment through effective communication, empathy, care, and compassion. Proficient in conflict resolution, consistently mediating disagreements to maintain a positive working environment.
Overview
36
36
years of professional experience
4
4
years of post-secondary education
Work history
Quality Assurance Team Leader
South Central Ambulance Service
Otterbourne, Hampshire
2018.01 - Current
- Team leadership - responsibility for managing a team of non-clinical auditors in an NHS setting. Monitoring and distributing workload, tracking performance and quality, and mentoring less experienced members of the team. Facilitating monthly 1-2-1 reviews and annual appraisals, and managing sickness in line with Trust Policy.
- Continuous improvement - improving internal processes to maintain efficient and effective working practices.
- Compliance - ensuring the Trust remains compliant with its License.
- Service Improvement - provide qualitative data to drive improvements in patient care and service delivery.
- Reporting - produce monthly performance reports for internal stakeholders and governance meetings.
Non-Clinical Auditor/Educator
South Central Ambulance Service
Otterbourne, Hampshire
2014.09 - 2018.01
- Completing monthly audits for 111 Health Advisors ensuring compliance with Trust processes and the NHS Pathways License, providing timely feedback and offering learning support when required.
- Contributing to overall service improvement through the collation of key themes of learning from audit.
- Delivering formal classroom training to new starters and existing staff.
111 Health Advisor
South Central Ambulance Service
Otterbourne, Hampshire
2012.09 - 2014.09
- Undertaking a clinical assessment of patients calling using the NHS Pathways triaging tool to ensure callers receive the most appropriate care provided by the most appropriate service.
- Ensure the timely assessment, questioning and accurate recording of all patients requiring emergency/urgent assistance.
- Dealing with calls from a range of health and social personnel including hospitals, nursing homes, social service, mental health teams and ambulance crews.
- Utilise Computer Aided Referral clinical triage software and Information Communication Technology (ICT), including telephony, data, email, and fax, to achieve effective communication with clients and operational staff.
- To control and take charge of calls by managing patients, relatives, and the general public in a calm professional manner and treating them with dignity and respect at all times.
- Be able to adapt methods of communication to account for the differing needs of patients and callers especially in stressful and difficult situations.
999 Emergency Call Taker
South Western Ambulance Service
Ferndown, Dorset
2010.12 - 2012.09
- Responding to 999 calls to the service by accurately triaging patients through the NHS Pathways triage tool, ensuring a safe and appropriate outcome is reached.
- Be able to adjust the style of communication required in response to the nature of the call, and be adaptable to the situation and the immediate needs of the caller/patient.
- Maintain skill level through attendance at role specific training and updates from NHS England.
Customer Services Manager
Aviva
Southampton, Hampshire
2006.09 - 2010.12
- Recruit and train new staff.
- Track individual and team performance against objectives.
- Provide quantitative and qualitative feedback.
- Respond to customer complaints and concerns.
- Identify and implement process improvements.
High Net Worth Insurance Broker
Alexander Forbes Insurance Broker
St Helier, Jersey
2003.06 - 2006.09
- Delivered comprehensive insurance solutions tailored to individual client's needs and circumstances.
- Have expert knowledge of the claims process and provide effective support to clients.
- Kept detailed records of policy information using company-specific software systems.
- Resolved disputes between clients and their insurance companies swiftly, fostering trustful relationship.
Assistant Operations Manager
Aviva
Southampton, Hampshire
2001.01 - 2004.02
- Development of departmental performance objectives, and tracking/reporting on achievement and variations against target.
- Recruitment and training of new staff
- Monitoring compliance against regulatory requirements.
- Supporting the creation and delivery of team building events.
- Improved team productivity with regular training sessions.
Service Centre Manager
Cunningham Lindsey Loss Adjusters
Whiteley, Hampshire
1996.01 - 2000.01
- Responsible for the management of multi-disciplinary teams.
- Setting clear objectives and monitoring performance against those objectives.
- Maintaining excellent client relationships.
- Recruitment of staff to the service.
- Co-ordinating the delivery of training and coaching to support ongoing learning and development.
Commercial Claims Handler/Team Leader
Eagle Star Insurance
Southampton, Hampshire
1990.09 - 1996.01
- Manage incoming claims in accordance with policy terms and conditions.
- Fostered positive relationships with clients through excellent communication skills.
- Ensured customer satisfaction by promptly resolving claims disputes.
- Day to day line management of a team of commercial claims handlers, including performance reviews, sickness management.
Education
NVQ Level 2 - Counselling
CT Skills
Southampton 2025.01 - 2025.06
NVQ Level 3 - Education and Training
Eastleigh College
Eastleigh, Hampshire 2014.09 - 2015.01
NVQ Level 3 - Early Years
Brockenhurst College
Brockenhurst, HampshireAssociate of the Chartered Insurance Institute - Insurance
Chartered Insurance Institute
A-Levels - French
Southampton City College
Southampton 1987.09 - 1989.06
A-Levels - Business Studies
Southampton City College
Southampton 1987.09 - 1989.06
GCSEs - English, Maths, Science, Geography, French, Business Studies, Information Technology
Applemore Secondary School
SouthamptonSkills
- Goal setting and performance management - set clear objectives and support staff in the achievement of those objectives Provide regular feedback on results and put in place support mechanisms to improve performance
- Communication - ability to communicate clearly and deliver constructive feedback
- Empathy, care and compassion - be able to create a supportive environment, show care and compassion for colleagues and build trust
- Conflict resolution - be able to mediate disagreements fairly and consistently with the aim of maintaining a positive working environment,
Timeline
NVQ Level 2 - Counselling
CT Skills
2025.01 - 2025.06
Quality Assurance Team Leader
South Central Ambulance Service
2018.01 - Current
Non-Clinical Auditor/Educator
South Central Ambulance Service
2014.09 - 2018.01
NVQ Level 3 - Education and Training
Eastleigh College
2014.09 - 2015.01
111 Health Advisor
South Central Ambulance Service
2012.09 - 2014.09
999 Emergency Call Taker
South Western Ambulance Service
2010.12 - 2012.09
Customer Services Manager
Aviva
2006.09 - 2010.12
High Net Worth Insurance Broker
Alexander Forbes Insurance Broker
2003.06 - 2006.09
Assistant Operations Manager
Aviva
2001.01 - 2004.02
Service Centre Manager
Cunningham Lindsey Loss Adjusters
1996.01 - 2000.01
Commercial Claims Handler/Team Leader
Eagle Star Insurance
1990.09 - 1996.01
A-Levels - French
Southampton City College
1987.09 - 1989.06
A-Levels - Business Studies
Southampton City College
1987.09 - 1989.06
NVQ Level 3 - Early Years
Brockenhurst College
Associate of the Chartered Insurance Institute - Insurance
Chartered Insurance Institute
GCSEs - English, Maths, Science, Geography, French, Business Studies, Information Technology
Applemore Secondary School