Lian Agnew

• Led a team of Victim Care Advocates providing support and guidance
• Built a high-performing environment to raise productivity and quality outputs.
• Ensured team work met quality standards, ensuring adherence to established standards and improving overall team output.
• Conducted performance reviews to identify improvement areas for team members, enhancing individual development plans.
• Developed and delivered staff training to support new starter readiness.
• Coordinated unit visits for high-profile guest observers, showcasing team capabilities and fostering stakeholder engagement.
• Implemented City of London and City of London Police occupational health and safety policies.

• Prioritised incident responses by risk and urgency to use resources effectively.
• Answered emergency and non-emergency calls, following dispatch procedures for clear communication.
• Volunteered as a mental health first aider.
• Completed regular training to stay current on procedures and best practice.

Managed family care responsibilities

• Handled emergency and non-emergency calls through triage framework and risk checks.
• Prioritised responses to incidents using assigned priority and risk levels.
• Coordinated with colleagues across London boroughs to manage assistance requests.

• Provided excellent service to passengers whilst ensuring their comfort and safety.
• Managed duty-free sales on board, promoting goods effectively to passengers.