Julie Watson

My role as a Fraud Detection Agent is to be the first port of call for customers when they are facing uncertainty over their banking, as they believe that they may have been a victim of fraud or a scam. My role also involves releasing payments for genuine customers, that have been put on hold due to fraud or scam concerns. I work remotely, and am highly skilled in utilising over six different complex banking systems to assist our customers in the most efficient, polite and professional manner possible. I use a robust security process when speaking with our customers, to ensure I am speaking with the correct persons involved. If I have identified that the customer has fallen victim to a fraud or scam I then have to raise the case accordingly on the appropriate system, including SSI which is to make other banks in the UK aware of the fraud or scam and ensures that the impact on other customers is minimised as quickly as possible. I have to adhere to strict timescales, for example logging the fraud or scam on the SSI system within 2 hours of the customer informing us of what has happened. I work in a team, and liaise with other departments within Virgin Money, always working our customers interests at the forefront of our daily role.

My role as Pharmacy Support Worker was varied and involved dispensing prescriptions for patients, as well as processing orders from our pharmacy distribution centre and working in the administrative side of pharmacy, which required me to deal with orders via a complex pharmaceutical system. I received and processed orders for medicines from all wards and departments from within the hospital and surrounding areas. I ensured that these were dealt with in the most efficient way possible, always remembering that the patient is at the heart of what we did every day. I worked within a small team, and used strong communication skills on a daily basis, having to work closely with the Pharmacist to ensure we had the necessary medicines for our patients at all times. I was studying towards an SVQ whilst working, and this was overseen by a Pharmacy Technician who I also worked very closely with. I am a highly effective communicator - I liaised with other wards and departments via email and telephone, answering queries and assisting in any way I could to ensure that the patient receives their medication in an efficient and timely manner, whilst also ensuring the safe and legal dispensing protocols were adhered to at all times. Whilst I worked well in a team, I used my initiative and was more than capable of working on my own to carry out whatever relevant tasks were needing carried out, and was able to prioritise my workload with ease.

I worked with children who have recently had an ASD diagnosis, and liaised with their families in supporting both them and the children to find ways of ensuring the children's needs are met on a daily basis. We were closely involved with the children, carrying out personal care and were the children's constant support whilst they were in school. There were no two days the same, or even two hours the same in our class, as all children had completely different needs and it could be very challenging to find something which stimulates them, whilst trying to make sure that another child is not upset or overwhelmed by what is going on in the room. I learned invaluable skills, having to think on my feet, make decisions very quickly and ensure that the children are looked after in as safe an environment as possible. Good organisational skills were also much needed in this role, as some of the children thrived on routine, and needed set tasks and activities each day in order to keep them regulated and hence giving them the best possible chance to learn. GDPR was very important in my role, especially as we took pictures of the children on a regular basis, therefore ensuring that these were handled correctly, and had to ensure that all procedures were followed when mentioning children's names etc.