Heather Wragg
Greater Manchester
Summary
Civil Servant with seven years of diverse experience in multiple roles, demonstrating professionalism and a strong work ethic. Proven track record of excellence in navigating complex government processes and fostering collaborative relationships across departments and organisations. A dedicated professional committed to upholding the highest standards of public service, bringing a wealth of experience in efficiently managing tasks, leading a team, adapting to evolving challenges, and consistently delivering results.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
Work history
Work Coach
Department for Work and Pensions
Leigh, Greater Manchester
10.2020 - Current
- Helped customers to identify and capitalise upon core skills and attributes to showcase value as candidate.
- Providing support to Universal Credit customers, offering quality advice to customers, supporting them to job search effectively and independently.
- Acted as Single Point of Contact (SPOC) for Homelessness, the National Careers Service, and Ex-Offender support, ensuring seamless referral pathways, tailored guidance, and integrated service delivery across vulnerable client groups.
- Building positive relationships with customers that encourages, motivates and builds trust.
- Being accountable for performance and management of my caseloads.
- A strong understanding of employment laws, policies and safeguarding procedures.
- Making timely decisions based on strengths and barriers, and referring them to appropriate support.
- Liaise effectively with third-party stakeholders to gather insights, resolve issues, and drive informed decision-making.
- Strong, open and consistent communication skills, with the capacity to make informed decisions, particularly when working with individuals with disabilities.
- Used initiative to plan group sessions focused on boosting work readiness among participants.
Debt Management Officer
Department for Work and Pensions
Salford Quays, Greater Manchester
02.2017 - 10.2020
- For over 12 months, served as a team leader, overseeing responsibilities such as writing end-of-year reviews, conducting quality assurance checks, managing attendance, and effectively resolving customer complaints.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Followed company protocols to keep sensitive and financial information secure following GDPR.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
- Addressed and resolved customer disputes to support favourable debt collection rates with vulnerable customers.
- Trained and mentored new team members.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
Additional Experience - Customer Service
ASDA
07.2014 - 11.2017
Education
Bachelor of Arts - Criminology and Sociology
Keele University
Newcastle-under-Lyme, Staffordshire 09.2012 - 06.2015
A-Levels - English Language, Media Studies, Sociology
Eccles College
Greater Manchester 09.2010 - 06.2012
GCSEs -
Fred Longworth High School
Greater Manchester 09.2005 - 07.2010
Skills
- Preparation-for-work expertise
- IT literate
- Training and development
- Team management skills
- Conflict resolution
- Analytical thinking and decision making
- Relationship management
- Level 4 Customer Service Qualification
- Safeguarding and complex needs understanding
- Office software proficiency
- Coaching methodologies
- Ethical judgement
- Budget management
- Process Improvement
- Disability support
- Motivational coaching
Timeline
Work Coach
Department for Work and Pensions
10.2020 - Current
Debt Management Officer
Department for Work and Pensions
02.2017 - 10.2020
Additional Experience - Customer Service
ASDA
07.2014 - 11.2017
Bachelor of Arts - Criminology and Sociology
Keele University
09.2012 - 06.2015
A-Levels - English Language, Media Studies, Sociology
Eccles College
09.2010 - 06.2012
GCSEs -
Fred Longworth High School
09.2005 - 07.2010
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