Harriet Stafford

• Leading and managing the day-to-day generalist advice service to ensure service targets are met. I allocate advisor resource across multiple channels including face to face, telephone, and email.
• Monitoring and improving the quality of advice given to clients through case checking to ensure case notes meet the Quality of Advice Assessment standards.
• Providing feedback to advisers and ensuring corrective action is taken.
• Consulting with advisors face-to-face and via phone.
• Identifying safeguarding issues and following safeguarding procedures.
• Identifying ways our service can improve and feeding this back to management and advisors.

My work week consists of four days as an Advice Session Supervisor and one day as an advisor on the Hull Foodbank Project. In my time working for Citizens Advice I've also worked as a Generalist Advisor and an Energy Advisor.

• Providing comprehensive energy advice, helping clients manage energy use and reduce costs.
• Conducting benefit checks, helping clients to increase income and manage finances.
• Thoroughly exploring clients’ situations using a holistic approach, and referring them to relevant services.
• Offering advice on energy-saving measures like insulation and signposting or referring clients to available savings programs.
• Advising clients experiencing poverty, helping with income maximisation. Advising on a wide range of areas including benefits, homelessness, housing, domestic violence and immigration.

• Communicating effectively through outbound phone contact and email, building rapport with customers to provide the best service.

• Managing my caseload independently, working through outstanding cases and performing admin duties.

• Following protocols to reach resolution to complex issues.

• Collaborating with partner companies and internal teams across the business.

• Using various software.

• Handling complaints.

• Helping the inbound customer service team when required.

• Working on the specialist team to retain merchants that are looking to cancel.

• Working towards targets.

• Serving customers face-to-face and over the phone.

• Dispensing complex prescriptions for patients in the oncology ward and in community pharmacy, including chemotherapy medication.

• Effectively managing a large workload in a high-pressure environment whilst ensuring procedures are followed strictly to guarantee patient safety.

• Liaising with other medical professionals in various departments to ensure the safety and wellbeing of patients.

• Providing healthcare advice and safeguarding.

• Admin duties.

• Operating various software.

• Scheduling services such as vaccinations.