KUSEM RANCHAN
Summary
Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Dynamic professional with a robust skill set in leadership and management, complemented by strategic planning and effective communication abilities.
Demonstrates expertise in public relations and quality assurance, ensuring high standards and successful outcomes. Adept at building relationships and managing caseloads with a solution-focused approach, while maintaining effective time management.
Committed to leveraging decision-making skills to drive organisational success and foster growth opportunities.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
6
6
years of professional experience
Work History
Disability Employment Lead Support
Department For Work & Pensions
East London
04.2025 - Current
- Overseeing and completing quality checks across a cluster of Jobcentre offices in East London, to support team capability.
- Successfully delivered on tasks within tight deadlines.
- Completed duties to deliver on targets with accuracy and efficiency.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied positive customer service approach to increase satisfaction levels.
- Oversaw daily operations to achieve high productivity levels.
- Streamlined workflow for increased productivity through team training on quality standards.
- Facilitated workshops on best practices for maintaining high-quality output.
- Led company-wide quality campaigns, fostering a culture of excellence and continuous improvement.
- Reviewed and updated existing operational procedures for better alignment with evolving market needs.
- Maintained professionalism throughout difficult conversations with distressed or upset individuals.
- Showcased excellent problem-solving skills when faced with challenging cases.
- Contributed to team meetings, sharing professional insights and experiences.
Human Resource Complex Caseworker
Department For Work & Pensions
Caxton House - London
06.2024 - 03.2025
- Provided expert advice on legal options, ensuring informed decision making.
- Assessed individual needs of clients to tailor appropriate support plans.
- Enhanced internal procedures with efficient casework management techniques.
- Facilitated training sessions, fostering team development and knowledge sharing.
- Ensured adherence to data protection laws whilst managing sensitive information.
- Maintained detailed records of all casework activities to ensure regulatory compliance.
- Conducted risk assessments, guaranteeing client safety and well-being.
- Improved client satisfaction by effectively handling complex casework issues.
- Collaborated with multidisciplinary teams for improved service delivery.
- Streamlined processes by implementing effective time-management strategies.
- Managed multiple cases simultaneously and delivered support within strict deadlines.
- Listened without judgement to provide compassionate, empathetic case support.
Disability Employment Advisor (Team Deputy)
Jobcentre
Barking, Barking and Dagenham
05.2022 - 06.2024
- Team deputy in the absence of my manager responsible for overseeing the daily running of the team, that consist of 16 staff in our cluster, based across 5 sites.
- Completing quality assurance staff QAF assessments and providing feedback on successes and areas of improvements.
- Responsible for all staff HR concerns and completing actions on SOP. Completing managements checks and MI reports.
- Responsible for arranging and delivery of local jobs fairs for customer with disabilities, working jointly with the council to support the community back into employment.
- Attending all management and stakeholder meetings to embrace change and move the team forward positively, in accordance to government policy.
- Department for Work and Pensions, East London District
Disability Employment Advisor
Jobcentre
Barking, Barking and Dagenham
05.2021 - 06.2024
- Disability Employment Advisor for Barking JCP, dealing with customers aged 18 - 65 years old, who have some form of disability and limitations to work. My role involves supporting customers on any government benefit closer to work or training opportunities.
- Providing excellent customer service to customers and adapting my interview techniques based on their personal needs and arranging BSL or Language support when required.
- Supporting Work Coaches by building on their understandings towards the disability agenda and how best to support their customers in their Universal Credit journey.
- Responsible for upskilling of Work Coaches by providing training and presentations on external Jobcentre partners via teams and face to face.
- Researching and putting together training material on subjects matters that included Mental Health, 6 Point Plan and Charging Mindset ready for delivery to Work Coaches and GP surgeries on Power Point.
- Arranging specialist support for customers starting employment through Access to Work and promoting reasonable adjustments in the workplace amongst employers.
- Facilitated networking events with employers, forged beneficial connections for clients.
- Educated clients on effective job search strategies; accelerated their employment process.
- Provided CV review services for improved job application success.
- Implemented innovative outreach methods to engage hard-to-reach individuals.
- Increased client employability by providing targeted career advice.
- Improved job search techniques with tailored guidance and support.
- Conducted mock interviews to enhance client confidence and preparedness.
- Advocated on behalf of clients to prospective employers; facilitated successful negotiations.
Deputy on Delivery Service Team (Front of House)
Jobcentre
Canning Town, Newham
04.2019 - 04.2021
- Deputy Delivery Service Manager at Front of House - Daily management and responsibility of Front of House and Customer Service.
- Lead a team of 8 staff Front of House Customer Service Advisors, to support the delivery of the New Universal Credit benefit.
- Dealt with customer complaints on the spot to support delivery of service. Complaints against staff are taken seriously and are investigated, all outcomes of complaints are feedback to customers in a form of letter.
- Section single point of contact (SPOC) on dealing with customers who have server health issues and complex needs in accessing Jobcentre services.
- Responsible for site Health and Safety and working with Union to ensure safe working environment for all.
- DWP, East London District
Education
NVQ Level 5 - Coaching Professional
MBKB - Department of Education
London 04.2024 -
Bachelor of Business Administration - Business Administration combined with Human Resource Management
London South Bank University
London 09.1998 - 07.1999
Higher National Diploma - HND in Business and Personnel
London Guildhall University
London 09.1996 - 07.1998
National Vocational Qualification - NVQ in Business Administration
Redbridge College
London 09.1994 - 07.1996
GCSE's - 6 GCSE passes including English Language and Literature
Seven Kings High School
09.1991 - 07.1993
Skills
- Leadership / Management Skills
- Active Listener
- Communication skills
- Strategic planning
- Public Relations
- Quality Assurance
- Solution Focus Approach
- Effective Time Management
- Relationships Building Skills
- Caseload Management
- Decision-Making
Languages
Hindi
Fluent
Punjabi
Fluent
Urdu
Upper intermediate
Affiliations
- Photography, Indian Poetry, Swimming and Cinema - Actively involved in the upbring of my family.
References
References available upon request.
Timeline
Disability Employment Lead Support
Department For Work & Pensions
04.2025 - Current
Human Resource Complex Caseworker
Department For Work & Pensions
06.2024 - 03.2025
NVQ Level 5 - Coaching Professional
MBKB - Department of Education
04.2024 -
Disability Employment Advisor (Team Deputy)
Jobcentre
05.2022 - 06.2024
Disability Employment Advisor
Jobcentre
05.2021 - 06.2024
Deputy on Delivery Service Team (Front of House)
Jobcentre
04.2019 - 04.2021
Bachelor of Business Administration - Business Administration combined with Human Resource Management
London South Bank University
09.1998 - 07.1999
Higher National Diploma - HND in Business and Personnel
London Guildhall University
09.1996 - 07.1998
National Vocational Qualification - NVQ in Business Administration
Redbridge College
09.1994 - 07.1996
GCSE's - 6 GCSE passes including English Language and Literature
Seven Kings High School
09.1991 - 07.1993
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