Karen Hicks
Telford,Shropshire
Summary
Ability to lone work and use initiative
Multitasking and prioritisation.
Excellent customer service skills.
Work in fast paced environment, both in the field and in an office.
Ability to work in a team.
Motivated and passionate
Customer service
Remain calm in difficult situations, manage confrontation.
Organisational skills
Always willing to go the extra mile.
Flexible and adaptable.
Excellent communication skills.
Overview
29
29
years of professional experience
1
1
Certification
Work history
Self employed
Ks Garden Gang
Telford, Shropshire
2021.07 - 2026.02
- Subcontracted with Ditton Services to maintain commercial sites across Shrewsbury and Telford.
- Executed mowing, strimming, weeding, and shrub cutting to enhance site aesthetics.
- Collected leaves and cleared litter to maintain cleanliness and orderliness.
- Prepared and planted new beds while advising clients on optimal plant selection.
- Managed private clients in Telford, Bridgenorth and Welshpool, delivering comprehensive garden maintenance services.
- Assisted colleagues with hard landscaping tasks to support project completion.
- Provided exceptional customer service to ensure client satisfaction.
Grounds maintenance worker
Hedgeline
Measham, Leicestershire
2014.07 - 2026.02
- Collaborated with Chris Carter for 11 years to enhance gardening services.
- Executed manual cutting using shears for superior plant finishes.
- Promoted eco-friendly gardening practices by minimising pesticide and weed killer usage.
- Worked on-site weekly throughout the year, adapting tasks to seasonal requirements.
- Maintained garden tidiness through regular litter removal.
- Prepared garden sites with hand tools to optimise conditions for growth.
- Planted bulbs and shrubs to create cohesive appearances in new areas.
- Mulched garden beds and maintained borders through weeding.
Social Life Coordinator
Stretton Hall Nursing Home
Church Stretton, Shropshire
2020.10 - 2021.07
- Facilitate both indoor and outdoor activities to meet cultural, religious needs, sensory stimulation, physical activity, mental stimulation, social and recreational activity.
- Managed the coordination of materials, locations and times to ensure consistent smooth running of indoor and outdoor activities.
- Facilitated the continued attendance to a church service via zoom and skype to fulfil residents religious wishes.
- Supported carers in improving operations and resolving issues to deliver top-notch customer service.
- Coordinated with Head Chef to ensure the effective implementation of cooking demonstrations and food based activities.
- Oversaw all budget requirements for all activities.
Healthcare Assistant
Nurse Plus
Shrewsbury, Shropshire
2020.02 - 2020.10
- Built strong relationships and encouraged trust with patients by providing continuous support and delivering best possible care.
- Kept patient records in line with patient confidentiality laws.
- Monitored patient health, behavioural and physical changes, reporting concerns to Nurse in charge promptly.
- Assessed patient's health and recovery by conducting health checks, including pulse, temperature and weight when required.
- Helped patients improve mental wellbeing by providing a helpful and happy service throughout care.
Support Worker
Hamilton Cross Employment Agency
Mansfield, Nottinghamshire
2018.10 - 2020.03
- I worked for Hamilton Cross as a healthcare assistant and support worker in various healthcare settings covering for additional staffing requirements needed by the different establishments.
- Tracked client behaviours, daily activities, new skills and notable incidents for documentation purposes.
Team Manager
Oaklands Support Ltd
Derby, Derbyshire
2019.04 - 2019.12
- Developed new paperwork that covered all CQC requirements.
- Development of support plans and risk assessments for service users.
- As well as managing team I also worked floor and supported when times were challenging and extra support was required.
- Built and maintained relationships with Social worker team.
- Monitored team at Main supported living base ensuring compliance with CQC regulations.
- Maintained CQC standards by continuously looking for areas of improvement, ensuring exceptional customer service.
- Managed and mentored team of 4 people, continuously delivering exceptional support to the team.
- Completed probationary reviews according to company policy and CQC regulations.
- Conducted appraisals and performance reviews, highlighting training and development opportunities.
- Maintained up-to-date knowledge in latest SCIE guidelines and best practices.
- Oversaw hiring and recruitment, employee motivation and training.
- Enhanced customer satisfaction ratings by resolving issues efficiently.
Senior Recruitment Consultant
Kare Plus
Derby, Derbyshire
2017.03 - 2018.10
- 360 senior recruitment consultant position.
- This included identifying recruitment areas both in the types of staff required and geographically during a time of extensive growth.
- Maintained current clients and ensured customer satisfaction with weekly calls and service visits to see managers.
- Identified new areas for growth and increased growth in current areas.
- Initiated and implemented marketing campaigns and developed the client base for the Derby office.
Shift Leader
SENAD Group
Derby, Derbyshire
2015.11 - 2017.03
- Maintained close contact with external professionals and family members to ensure the best support for each young service user.
- Managed conflict within the supported living home and with families in a calm and efficient manner.
- Completed monthly supervisions and annual appraisals inline with company policy and CQC regulations.
- I am currently supporting the registered manager to help streamline the filing and archiving systems that are in place, and to identify areas that we can develop.
- Supporting management to develop new paperwork and support plans.
- Support new staff through induction and to understand individual needs and requirements for the young service users.
- Supported staff to achieve their appraisal targets.
- Maintained excellent team relationships by providing ongoing support, guidance and helpfulness throughout shifts.
- Managed 8 staff at once, managing matters such as complaints, internal issues and work schedules.
- Conducted staff meetings before shifts to assign tasks to employees and communicate priorities.
- Effectively managed and problem-solved last-minute absences and time off with staff.
- Ensured staff stayed in line with company procedures and safety regulations by closely monitoring operations throughout shifts.
- Handled complaints and a calm and efficient manner, providing appropriate solutions for continued employee and service user satisfaction.
- Assisted in the onboarding of new staff, managing matters such as communicating best practices and training throughout probation periods.
- Planned and delegated work efficiently to meet daily requirements and all the service users needs and wishes.
- Organised and coordinated workplace facilities to ensure a safe and homely environment for the service users.
Team Leader
SENAD Group
Derby, Derbyshire
2013.03 - 2015.11
- Streamlined the recruitment procedure, and maximised the efficiency of the recruitment team.
- Travelled regularly to Leicester, Stoke, and North Yorkshire to maintain a high level of support and communication for the teams that worked in those areas.
- Developing specific teams in areas around the UK to provide specific complex support for individuals.
- Maintained regular contact with the teams around the country and supported them.
- Managed conflict with family members to prevent further break down of the relationship achieving an outcome that was best for the young person involved.
- Trained community support staff to be able to meet all service user needs safely and efficiently.
- Sourced new business through good professional relationships with social services.
- Using HET as a rostering system, and utilising it to maintain supervision records.
- Enforced adherence to company policies, answering co-workers' questions and training new personnel.
- Analysed employee workloads to meet fluctuating service user needs.
- Developed open and professional relationships with team members, external professionals and families enabling better, more effective issue resolution.
- Maintained an extensive knowledge of client base and staff base to efficiently answer customer, employee and head office queries.
- Managed complex customer complaints, offering smart solutions for continued customer satisfaction.
- Conducted staff assessments to evaluate potential growth, improvements required and training needed.
Team Leader
Oakland's Community Care
Derby, Derbyshire
2010.03 - 2013.03
- I managed a team of 18 staff delivering around 700 hours per week to service users with both learning disabilities and mental ill health in a community setting in and around Derby.
- Managed and developed a dedicated team of support workers.
- Fulfilled requirements with annual appraisals and quarterly supervisions with staff, coaching and developing my team.
- Developed one of the community teams from 2 staff and 26 hours per week to 18 staff and 700 hours per week.
- Supported my team and outside professionals to develop person centered plans to stabilise and maintain support for a service user who had been through many services in the Derby area and many believed to be unworkable with.
- Developed open and professional relationships with team members, enabling better, more effective issue resolution.
- Integrated process improvements continuously to increase overall workflow.
- Served as customer service team lead, enforcing adherence to company policies, answering co-workers' questions and training new personnel.
- Maintained excellent employee relationships by providing a supportive, friendly and helpful environment, especially to those struggling in the workplace.
- Conducted staff assessments to evaluate potential growth, improvements required and training needed inline with company policy and CQC requirements.
- Attended meetings with head office [Timeframe] to assist in developing store strategies, such as sales, awareness and growth.
Assistant Manager
Prestige Nursing Ltd
Derby, Derbyshire
1997.06 - 2010.03
- Training, compliance to CQC standards, staff supervisions and annual appraisals, service user reviews, home-care coordinator, assessment of new home-care service users, risk assessments, booking and filling shifts in hospitals, nursing homes and prisons.
- Delivered the manual handling training of branches across the country.
- Managed all aspects of recruitment, including sourcing value for money advertising and remaining in budget, interviews and exit interviews for leavers.
- Sourcing areas for advertising whilst remaining in budget, following up lapsed business and maintaining current business.
- Reviewed and verified weekly payroll and monthly reports.
- Increased revenue, cultivating client relations to develop new customer accounts.
- Assisted in the Initiation and development the domiciliary side of the business.
- Interviewed and hired team members which demonstrated dedication and added value to team.
- Supported senior leadership by accurately reporting monthly and annual sales and staff efficiency metrics.
- Handled all employee scheduling for adequate shift staffing.
- Improved customer satisfaction and maintained long standing customers by regular communication.
- Coordinated with home managers to initiate strategies to achieve consistency and excellent standard of service.
- Updated and changed the filing systems to be more straight forward and easier to use.
- Updated availability and matched staff to the client shift requirements.
- Facilitated the 24 hour on call service for emergencies.
- Meeting and exceeding KPI's for both recruitment and sales.
- Interviewed potential candidates, taking accurate notes to determine suitability for available positions.
- Executed care company research, collating information on industry and structure for future use.
- Built and maintained relationships with clients, increasing retention and repeat business.
- Sourced candidates through social media platforms, including LinkedIn, ensuring suitability for available positions.
- Advertised and managed position listings, organising interviews with suitable candidates.
- Managed interview process on behalf of clients and candidates, maintaining appropriate confidentiality and levels of communication with both parties.
- Performed due diligence by contacting candidate references, safeguarding clients against misinformation and inline with CQC regulations.
- Negotiated contract details, maintaining confidentiality and impartiality throughout.
- Discussed all employment aspects with prospective employees, including expected tasks, compensation and policies, to promote clarity from day one.
- Employed excellent time-management skills to maximise bookings to completion and reducing errors.
Education
NVQ - Level 3 Health and Social Care
Skills
- Independent work and initiative
- Multitasking and prioritization
- Customer service excellence
- Fast-paced environment adaptability
- Team collaboration
- Motivation and passion
- Conflict management
- Organizational skills
- Proactive attitude
- Flexibility and adaptability
- Effective communication
- Calm under pressure
- Communication skills
Certification
Your certifications and licences will appear here
Affiliations
- Being a passionate gardener I have designed and landscaped my own garden devlepoing an inclusive environment for wildlife including a pond and areas for birds. I enjoy keeping pets and recently has a panther chameleon, and am looking to get another one. I enjoy outdoor activities such as bike riding and walking. I enjoy spending time with my immediate and extended family, going to gigs and music festivals.
Links
to
Timeline
Self employed
Ks Garden Gang
2021.07 - 2026.02
Social Life Coordinator
Stretton Hall Nursing Home
2020.10 - 2021.07
Healthcare Assistant
Nurse Plus
2020.02 - 2020.10
Team Manager
Oaklands Support Ltd
2019.04 - 2019.12
Support Worker
Hamilton Cross Employment Agency
2018.10 - 2020.03
Senior Recruitment Consultant
Kare Plus
2017.03 - 2018.10
Shift Leader
SENAD Group
2015.11 - 2017.03
Grounds maintenance worker
Hedgeline
2014.07 - 2026.02
Team Leader
SENAD Group
2013.03 - 2015.11
Team Leader
Oakland's Community Care
2010.03 - 2013.03
Assistant Manager
Prestige Nursing Ltd
1997.06 - 2010.03