Conor Gibson

Oversaw customer interactions to address inquiries about products and services.
Managed stock levels and ensured optimal shelf availability.
Implemented stock rotation procedures to maintain product freshness and compliance with use-by dates.

• Ensuring the team and the residents have the means and equipment available to them to complete daily activities / schedules effectively.
• Ensuring paperwork such as Risk Assessments, Care Plans, Herbert Protocol, Hospital Passports ect. were reviewed monthly and kept up to date.
• Undertaking regular cleaning tasks to ensure, Food Hygiene, Infection control and COVID-19 regulations are all being adhered to.
• Completing Finance, Medication and Fire Safety audits both weekly and monthly.
• Completing Return to work, Supervisions and appraisals.
• Liaising with external agencies such as, Social Workers, NHS professionals, Support Workers and SALT team to ensure all residents are receiving the best possible care in line with CQC guidelines.
• Participating in capacity assessments alongside other professionals.
• Participating in best interest meetings to ensure decisions are made in the best interest of the residents.
• Completing, Monitoring and Reviewing internal checks such as, Fire Safety, COSHH and First Aid.
• Liaising with family members on behalf of the company.
• Completing medication administration in line with NICE and CQC guidelines.
• Completing Meal Preparation, Food Diaries and Diet plans for all residents.
• Completing personal care tasks.
• Completing regular observations such as medication observations on the staff team to ensure they are remaining compliant.
• Being on call one week in every four to support the support workers from each service of the company.

• Answering calls from patients and Health Care Professionals in line with department KPI’s to ensure no disruption to service levels.
• Completing Online Orders consisting of Oxygen Ordering, Booking in equipment services, Changes of Address, Holiday Stays, Hoofs, Data Requests and delegating tasks to the correct agent or department.
• Determining which call out time frame is needed for each query Standard which is done within three days, Same day which is done within 24 hours and urgent which is done within 4 hours.
• Inboxing, managing all emails that come into the department, marking them up correctly and allocating them to the correct agent, Department or into the correct file.
• Patient care is essential within this role as Baywater does not simply supply a service. Patients rely on the equipment to live their everyday lives and Baywater strives to place patients’ needs first.
• Baywater is an NHS supplier of various respiratory equipment ranging from Oxygen Cylinders to concentrators and conserves.

• Supporting the Client with everyday tasks including writing, reading, shopping, accomplishing personal Goals and Personal Hygiene.
• Completing Daily Tasks such as, Daily Reports, Communication Book, Behavioural Reviews, Fire Safety Records, Sleep Monitoring Forms.
• Keeping the Household clean and safe by completing daily cleaning tasks and updating the house with the current safety measures, for example Ensuring that the current Covid-19 prevention methods are in place like client and staff Temperature Records and sanitising stations.
• Accompanying the client to any appointments that they may have and attending meeting with various Health care professions such as Social Workers, Occupational Therapists and GP’s.
• Completing eLearning Courses to prepare me for the role such as: COSHH, GDPR, Mental Health Awareness, Autism and Application of Medication, Food Hygiene and in this role, we are required to be CPI certified.
• Forming a positive relationship with the client that I represent and adapting my care to incorporate a person-centred approach whilst also abiding by company policy and procedures, also due to working with Forensic Clients making sure the client’s restrictions are adhered to.
• Liaising with other health care organisations with Daily reports and updates on the client’s progress.
• Forevermore Care Specialises in providing care for clients with complex mental health and learning disabilities.

• Team Management, Monthly Training/Supervisions, Assisting in Team and Documental reviews and updating all documents and team member with relevant changes, supporting both staff and the management team to comply with CQC guidelines.
• On call – As a service lead, I was responsible for assisting all staff members by answering questions whilst on call, this meant I had to be updated and knowledgeable about all clients we currently support.

• I Speak to customers and drivers each day Dealing with Damaged Goods queries, Access Issues, Incorrect products, and Multiple other issues. Key Points in this role. Adhering to GDPR and Data protection laws. Handling Inbound and Outbound calls and Emails. Delivering high quality customer service and complaint management, Achieving and exceeding my KPI’s Promoting Gaining and Developing my Product Knowledge.

• Supporting the Client with everyday tasks including writing, reading, shopping, accomplishing personal Goals and Personal Hygiene.
• Completing Daily Tasks such as, Daily Reports, Communication Book, Behavioural Reviews, Fire Safety Records, Sleep Monitoring Forms and Administering Medication.
• Keeping the Household clean and safe by completing daily cleaning tasks and updating the house with the current safety measures, for example Ensuring that the current Covid-19 prevention methods are in place like client and staff Temperature Records and sanitising stations.
• Taking the client to any appointments that they may have.
• Completing eLearning Courses to prepare me for the role such as: COSHH, GDPR, Mental Health Awareness, Autism and Application of Medication.
• Forming a positive relationship with the client that I represent and adapting my care to incorporate a person-centred approach whilst also abiding by company policy and procedures.
• I have also been given the responsibility of being a Clients Key Worker which means I have assisted my Team Coordinator in various tasks such as: Completing Monthly Audits (Financial, Medication and Monthly Support Plans), Assisting with covering shifts.

• In March 2018 I took on a new challenge and assumed the new role of Customer Relations Advisor. Since joining maintenance, I have taken on new responsibilities and have a new set of targets to achieve consisting of a portfolio of 1200 customers, which I am their main point of contact. My main responsibilities are to maintain and grow our existing back-book portfolio, by delivering excellent service. My main responsibilities are:
• Negotiating an ideal resolution which benefits both the customer and the company. Achieving and exceeding individual and company targets such as VAS and my own KPI’s. Maximising profit and volume.
• Minimising attrition.
• Supporting the customer service team by taking inbound calls throughout busy periods.

• I started in Customer Services as an Inbound Agent dealing with customers through the Inbound line and assisting them to the best of my abilities with any queries that they had.
• After I had developed my product knowledge, I progressed on to the Onboarding team which gave me the responsibility to look after over 300 customers. I was taking inbound calls as well as producing several outbound dials whilst trying to maximise volume and profit. Then more recently I moved to complaints following and assisting customers along the formal complaints process and finding a resolution to their issue.
• Being in Customer Services allowed me to expand my product knowledge to key areas of the business
• In Summary my responsibilities included:
• Handling Inbound and Outbound calls and Emails.
• Delivering high quality customer service. Achieving and exceeding my KPI’s Promoting Value added serviced.
• Gaining and Developing my Product Knowledge.