Donna Webb

Friendly and open communicator with well-developed interpersonal and active listening skills. Focuses on providing timely and useful responses to customer queries. Highly skilled at fostering relationships with customers to increase loyalty and retention while improving satisfaction levels. Flexible customer service team member focused resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain business.

I have many years' experience working in a busy office environment and can work well under pressure and meet the required deadlines. I can use in-house databases to submit personal information and keep them updated. I am intuitive and a fast learner and am always happy to assist the professionals I am working with by providing them with up to date diary plans, producing and collating any documents they need and any word processing duties. I have also had plenty of experience of taking and typing up minutes from professional meetings.

I feel that throughout my career within Wiltshire Council I have developed many skills that will be beneficial to this role. I have undertaken internal courses such as The Data Protection Act and Safeguarding Children. I have developed my own training needs to support the needs of the teams I worked within. I have a strong administrative and customer service background and I am able to deal with professionals, parents, young people and external agencies with ease as I have excellent communication skills and I am personable.

I can use my own initiative and prioritise my workload to maximise effectiveness for the team as a whole. After working within the children and families team I have gained an understanding of working to demanding deadlines on a regular basis in order to fully support our practitioners and I have a good understanding of timescales for particular tasks such as 4D1s, Core Group Minutes and supervision notes. I am an organised individual as well as a good team player. I can assist colleagues when required; however, I am not afraid to ask for guidance from my colleagues when uncertain on to complete a particular task.

I have excellent IT skills and I am also a quick learner and will be able to learn to use new IT systems with ease. I used the internal Carefirst database to accurately record and find information when required. Within my last job role in Wiltshire Council I had the opportunity to work in a public facing role and had the chance to use my customer service skills during some emotive situations. Through working at a different office, I also gained experience of the financial forms that are used within the children and families' team, the various budgetary codes that are used for different teams and how to use Carefirst to obtain this information.

I consider myself to be tactful and diplomatic and I am able to remain calm and level headed at all times, even if a situation becomes intense. I have worked in many customer facing roles and have experience in handling difficult and sensitive situations.

I am always punctual and maintain a positive attitude even when a situation becomes difficult. I can remain calm, polite and considerate to colleagues and customers at all times and am able to ask for help when I feel that I need it and provide assistance to colleagues if they need it.

I take pride in my work and have always managed to develop good relationships with customers and ensure they always feel at ease. I will go the extra mile to help customers so that they feel that they have received the best service possible. I will also listen to customer feedback and look at using their suggestions to help to improve the service they receive.

I regularly review my own performance and work on the areas that I feel I need to develop as well as seeking guidance from colleagues who may be more experienced.

I can admit when I have made mistakes and learn from them and take responsibility for addressing and correcting them. I take accountability for my own development needs and can ask for feedback on my performance as well as address any training needs.

I plan my own time and workload at the start of each day making sure that I am able to meet my objectives and review it again at the end of each day to enable planning the following day.

I gained six months experience of managing a team and a moderate budget whilst standing in as Acting Manager at Amesbury Information Centre following the retirement of the previous manager. Within this role I had to manage the team budget, prepare invoices for payment and oversee the maintenance and repairs for the building and the health and safety of myself, colleagues and members of the public. I was self-motivated within this position as I had to seek all training and guidance to enable myself to fulfil this role. I embraced the challenges that I faced in this role and enjoyed being given the opportunity to learn new skills and proving to both myself and others that I could fulfil this role adequately.

I am self-motivated and always willing to develop my existing skills as well as learn new ones. I have completed the ECDL and NVQ Level 3 in Customer Care. I recently finished studying part time for a Higher National Diploma in Business and gained many valuable skills which I am able to use in my daily working life, such as communication and team working as well as learning to prioritise my workload.

As part of the Higher National Certificate and Higher National Diploma in Business I have studied financial and accounting modules alongside personnel elements and both are areas where I would like to extend my knowledge further and plan on extending this to full degree level via distance learning.