Joanna Simpkins
Summary
Compassionate and empathetic individual with strong communication and problem-solving skills, adept in providing support and guidance during difficult times. Proficient in administrative tasks and conflict resolution, ensuring seamless service delivery and client satisfaction.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Customer Service Advisor
Greenacres Living Memorial Park
Epping, Essex
2025.09 - Current
- Provided compassionate, front-line support to bereaved families, demonstrating empathy and professionalism in emotionally sensitive situations
- Selling of burial/ash plots and memorial plaques, through appropriate and sensitive questioning to identify requirements and wishes.
- Acted as a key point of contact, handling enquiries via phone, email, and face-to-face with clarity and care,
- Coordinated funeral and memorial bookings, ensuring accuracy, attention to detail, and smooth service delivery. Liasing with funeral directors, celebrants, crematoriums and families.
- Maintained confidential records in line with GDPR and organisational policies.
- Supported the delivery of funeral and memorial services, ensuring dignity, respect, and professionalism at all times. Preparing the chapel for serivce, testing music and moving and handling of the deceased.
- Managed sensitive information and communications with discretion and cultural awareness
- Demonstrated emotional resilience and the ability to remain calm under pressure in a bereavement setting.
Family Support Worker
St Clare Hospice
Harlow, Essex
2022.09 - 2025.09
- Held a caseload of patients, identifying their priorities and concerns regarding their diagnosis and supporting them to move towards achieving their goals.
- Delivered calm, compassionate emotional and practical support in high-pressure, emotionally charged situations
- Built rapport quickly with patients from all backgrounds, adapting communication to individual needs
- Supported with identifying community resources, applying for financial benefits, liaising with doctors, therapists and other professionals
- Provided sensitive bereavement and emotional support face-to-face and by telephone, maintaining professionalism and discretion
- Used clear communication and de-escalation skills to reassure distressed or anxious individuals
- Safeguard supporter, raising awareness of safeguarding issues and supporting the wider hospice to be aware of safeguard concerns and how to address them
- Trained Mental Health First Aider, able to recognise distress and respond appropriately.
Community Support Worker
Essex County Council
Harlow, Essex
2021.06 - 2022.08
- Provided guidance to adults with learning disabilities and/or autism and carers in various community contexts.
- Assisted adults in realising defined outcomes.
- Researched relevant groups, charities, and community services aimed at helping adults take essential steps towards meaningful life development.
- Supported adults in applying for benefits and housing assistance.
- Partnered with team to triage case referrals, connected with community groups, built partnerships with other MDTs, referred individuals to alternative social care teams, executed direct work with adults to bolster emotional resilience and provided support for improving independence skills, budgeting, and life skills.
Personal Nursing Assistant
Hilton Nursing Partners
West Essex
2020.05 - 2021.06
- Supported patients in the community experiencing various medical conditions including strokes, cancer, epilepsy, MS, dementia, broken bones and heart conditions
- Delivered personal care, administered medication, and facilitated physiotherapy and occupational therapy
Care and Catering Support Worker
Harlow Council
Harlow
2018.04 - 2020.05
- Managed kitchen operations, developed menus, ordered supplies, and liaised with suppliers.
- Oversaw additional staff member and two volunteers.
Care Assistant
St Elizabeths Centre
Much Hadham, Essex
2013.11 - 2018.04
- Empowering those with epilepsy and lifelong learning disabilities through tailored assistance
- Facilitated personal care, aided residents in engaging with activity programmes, and served as an advocate at appointments and throughout community
Education
Bachelor of Science - Hotel and Catering Management
Cheltenham and Gloucester College of Higher education
Cheltenham 1995.09 - 1999.06
Skills
- MCA and DoLS
- Safeguarding
- Advanced communication skills
- Mental Health First Aider
- Fire Warden
- Manual Handling
- Grief management expertise
- Trauma understanding
Certification
CPR/First Aid
Timeline
Customer Service Advisor
Greenacres Living Memorial Park
2025.09 - Current
Family Support Worker
St Clare Hospice
2022.09 - 2025.09
Community Support Worker
Essex County Council
2021.06 - 2022.08
Personal Nursing Assistant
Hilton Nursing Partners
2020.05 - 2021.06
Care and Catering Support Worker
Harlow Council
2018.04 - 2020.05
Care Assistant
St Elizabeths Centre
2013.11 - 2018.04
Bachelor of Science - Hotel and Catering Management
Cheltenham and Gloucester College of Higher education
1995.09 - 1999.06