Daniel White

The BT group provides over 25 million people across the United Kingdom with digital connectivity solutions. As a sales agent, I provided the appropriate service to meet the customer's needs. My subdivision within the BT group is called 'Household'. Being within the household team is exactly as it sounds, I explore the customer's household throughout the call to highlight and offer services that the BT Group offers that the customer may benefit from and negotiate a price.

Not all calls are as straightforward as mentioned above however, I also take calls that could be regarding bereavement, billing queries, tech issues or blackouts, and on occasion a missell. When dealing with these types of calls it is important to deal with the call in a manner that does not escalate the situation and remain tactful and assertive despite the customer's heightened emotions.

Welsh Water served over 3 million customers in Wales and England. The role of a Pollution Prevention Officer is to ensure the vast sewer network of the allocated area is working as intended and should a problem arise the issue is dealt with swiftly and effectively with minimal environmental impact.

Responsibilities :

• Root cause analysis
• Managing clean-up and repair work projects
• Managing Contractors and Welsh Water Operatives
• Liaising with National Resources Wales regarding pollution incidents
• Working with many internal and external teams Lone working and Site visits to vulnerable areas – oftentimes in remote areas Using GIS to identify potential pollution risks
• Thoroughly Documenting ongoing work for internal review
• Working with community members on river clean-up schemes
• CTR-D – ensuring all contractors and Jet-Van workers are completing their tasks in a safe manner with access to appropriate PPE and First aid equipment

KEY ACHIEVEMENT

During my brief time as a pollution prevention officer, the area I covered was part of a trial of a water quality monitor and was expected to continue the trial despite being new to the role. My knowledge and experience gained working for Pets at Home and as a geography student enabled me to quickly grasp the concept along with parameters that were acceptable for rivers. As a result, I was able to highlight three areas of concern to National Resources Wales, building trust and respect with several members of the NRW team.

As a process science intern, I was tasked with site visits, taking samples from various stages in the treatment stages from many Wastewater Treatment Works and relaying the results to the appropriate colleague.

Responsibilities:

• Lone working and undertaking health and safety assessments of infrequently serviced treatment works
• Sampling and testing for dissolved oxygen, ammonia, Iron, Chemical Oxygen Demand (COD) and Biological Oxygen Demand (BOD)
• Setting up and maintaining timed unmanned samplers Presenting results in weekly meetings
• Microscope work to identify key species of microbes and bacteria within samples to grade the efficacy of the treatment process

KEY ACHIEVEMENT

While performing my duties I identified an issue with a treatment works that was failing to meet its consent As a result, we were able to act quickly and rectify the issue before the treatment works had any impact on the river quality.

Responsibilities:

• Handling money – cashing tills and counting the safe
• Health and Safety – ensuring the shop is safe for customers and all animals
• 
  
• Outstanding customer experience – conversing with customers and meeting their different needs requiring excellent people skills
• Partaking in charity events – organising fundraisers
• Supervising staff – overseeing and managing the team executing managerial authority

KEY ACHIEVEMENT

During my four years at Pets at Home, I gained significant exposure to the management of the shop and attended numerous courses to further my progression within the company. I was entrusted to cover for managers when they were offsite which included cashing tills, locking the shop, and ensuring all animal and aquatic records were completed. I also attended an SQP course at Telford University enabling me to dispense selected prescription medications

Courses I attended Include:

• Aquatics Expertise – providing an insight into the ecological processes within river systems
• Nutrition – gaining an understanding of nutrition to ensure animals receive the correct nutritional requirements
• Dental – offering a brief insight into animal oral health and the identification of certain dental issues
• Reptiles – handling to ensure the safety of staff, animals, and customers