Lucie Belgrave-Lock
Norwich,Norfolk
Summary
I am an enthusiastic, motivated and organised team member who has, over ten years experience in client-facing positions, developed a responsible, adaptable and level-headed approach to tasks. This experience has enabled me to become proficient in a number of transferable administrative as well as customer service skills, such as spreadsheet and database maintenance and conflict resolution. In any role I undertake, I strive to meet all challenges and solve any arising problems to the best of my abilities, making use of my verbal communication skills and adapting to changing circumstances as and when required.
Overview
9
9
years of professional experience
Work history
Audiology Secretary and Administrator
James Paget University Hospital
Great Yarmouth, Norfolk
04.2023 - Current
- Transcribe correspondence and documents from dictation into the correct formats.
- Compose letters, emails and forms to NHS standards following appropriate policies and procedures.
- Organise and maintain the central diary spreadsheet with daily appointments.
- Maintain updated spreadsheets for tracking and reporting.
- Process incoming and outgoing deliveries and correspondence on behalf of the Audiology clinicians.
- Liaise with customers professionally by phone, email and in-person to deliver accurate service information.
- Manage written incoming and outgoing referrals and correspondence from other hospital departments and external services.
- Liaise with customers to resolve enquiries and action appointment requests.
- Collaborate with other departments to build positive relationships and maintain positive rapport and smooth workflow.
- Maintain high standards of accuracy and quality in data entry and record-keeping.
- Maintain accurate and up-to-date databases containing confidential information and patient records.
- Implement NHS policies and procedures.
- Use Microsoft Office to carry out daily tasks as required.
Clinic Coordinator
James Paget University Hospital
Great Yarmouth, Norfolk
04.2022 - Current
- Organise and maintain departmental spreadsheets to identify patients in need of appointments.
- Prepare and organise outpatient clinics for the respiratory department; booking patients methodically as per their waiting time.
- Utilise set budgets by filling clinics to maximum capacity.
- Identify and report patients breaching NHS waiting times.
- Act as the first point of contact for patients to resolve queries.
- Track and action patient non-attendances and report to Business Support Manager at weekly slot meeting.
- Maintain service and product knowledge to provide accurate information to patients, other departments and external services.
- Use colleague and customer feedback to continually evolve and improve service provisions.
- Use Microsoft Office to carry out daily tasks as required.
Clinic Receptionist
James Paget University Hospital
Great Yarmouth, Norfolk
08.2021 - 03.2022
- Completed start and end of day procedures for a busy Audiology department.
- Organised and assessed urgency of follow up appointments.
- Protected patient rights through continued discretion and confidentiality.
- Offered advice on additional services to best meet patient needs.
- Answered face-to-face and telephone queries.
Front of House Waitress
Acle Bridge Inn
Norwich, Norfolk
06.2019 - 08.2021
- Welcomed customers into the establishment in a warm and friendly manner.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- Accurately took customer orders and communicated them to chefs and bartenders.
- Arranged tables to meet company standards, optimising use of space and cultivating appropriate atmosphere.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Adhered to Covid-19 Government laws and guidelines.
Advanced Emergency Medical Dispatcher
East of England Ambulance Service NHS Trust
Norwich, Norfolk
10.2018 - 06.2019
- Provided emergency call handling for the East of England Ambulance Service.
- Liaised with emergency service personnel to enable quick responses to life-threatening situations.
- Provided pre-arrival advice to prepare callers for targeted and effective medical assistance. This included life-saving instructions, such as CPR, maternity and airway management.
- De-escalated aggressive and highly emotional calls with a firm and diplomatic tone.
- Supported callers through trauma, including accidents and death.
- Recorded data for the computer-aided dispatch system with accuracy and precision.
- Identified at risk individuals on calls, following NHS safeguarding procedures.
Front of House Waitress
Acle Bridge Inn
Norwich, Norfolk
07.2018 - 09.2018
- Welcomed customers into the establishment in a warm and friendly manner.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- Accurately took customer orders and communicated them to chefs and bartenders.
- Arranged tables to meet company standards, optimising use of space and cultivating appropriate atmosphere.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
Store Colleague
Pets At Home
Norwich, Norfolk
01.2018 - 07.2018
- Achieved sales goals and increased revenue as promoted by the company.
- Remained up-to-date on current product trends in store and online.
- Delivered outstanding in-store experience through positive and attentive customer service.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Continually replenished stock in line with sales records, keeping well-maintained, presentable item displays.
Retail Sales Assistant
Norwich City Football Club
Norwich, Norfolk
06.2016 - 01.2018
- Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
- Built lasting relationships with clients through customer service interactions by positively engaging with club fans and supporters.
- Updated product labeling and pricing to reflect discounts and offers.
- Monitored display stock levels, replenishing for consistently well-stocked sales floor.
- Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
Front of House Waitress
Acle Bridge Inn
Norwich, Norfolk
06.2014 - 09.2016
- Welcomed customers into the establishment in a warm and friendly manner.
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- Accurately took customer orders and communicated them to chefs and bartenders.
- Arranged tables to meet company standards, optimising use of space and cultivating appropriate atmosphere.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
Hospitality Assistant
The Stracey Arms Windpump Shop and Cafe
Great Yarmouth, Norfolk
06.2014 - 08.2016
- Served customers in the cafe, ensuring their needs were met.
- Performed kitchen porter duties, including unloading and checking deliveries.
- Strictly followed Food Standards Agency guidelines.
- Assisted with the operation of fryers and ovens to deliver top quality food in quick timeframes.
- Facilitated smooth running of the kitchen and dining areas by effectively stocking ingredients and preparing equipment.
- Served tourists in the shop and dealt with any customer queries in a polite and friendly manner.
- Restocked shelves and arranged displays in an aesthetically pleasing way.
Education
Level 3 BTEC Subsidiary Diploma - Applied Law
East Norfolk Sixth Form College
Great Yarmouth 09/2014 - 09.2016
Level 3 BTEC Diploma (Double) - Health and Social Care
East Norfolk Sixth Form College
Great Yarmouth 09/2014 - 09.2016
GCSEs - Child Development
East Norfolk Sixth Form College
Great Yarmouth 09/2014 - 09.2015
GCSEs - English Language
Acle Academy
Norwich 09/2013 - 09.2014
GCSEs - English Literature
Acle Academy
Norwich 09/2013 - 09.2014
GCSEs - Mathematics
Acle Academy
Norwich 09/2013 - 09.2014
GCSEs - Science
Acle Academy
Norwich 09/2013 - 09.2014
GCSEs - AiDA (ICT)
Acle Academy
Norwich 09/2013 - 09.2014
GCSEs - Geography
Acle Academy
Norwich 09/2013 - 09.2014
GCSEs - Catering
Acle Academy
Norwich 09/2013 - 09.2014
Skills
- Organisational skills
- Database management
- Excellent verbal and written communication skills
- Microsoft Office and IT proficiency
- Ad-hoc problem solving
- Letter writing, transcription and editing
- Touch-typing and typing from dictation
- Paper and electronic filing
- Administrative and logistical support
- Acting as department and patient liaison
Languages
English
Native
Timeline
Audiology Secretary and Administrator
James Paget University Hospital
04.2023 - Current
Clinic Coordinator
James Paget University Hospital
04.2022 - Current
Clinic Receptionist
James Paget University Hospital
08.2021 - 03.2022
Front of House Waitress
Acle Bridge Inn
06.2019 - 08.2021
Advanced Emergency Medical Dispatcher
East of England Ambulance Service NHS Trust
10.2018 - 06.2019
Front of House Waitress
Acle Bridge Inn
07.2018 - 09.2018
Store Colleague
Pets At Home
01.2018 - 07.2018
Retail Sales Assistant
Norwich City Football Club
06.2016 - 01.2018
Front of House Waitress
Acle Bridge Inn
06.2014 - 09.2016
Hospitality Assistant
The Stracey Arms Windpump Shop and Cafe
06.2014 - 08.2016
Level 3 BTEC Subsidiary Diploma - Applied Law
East Norfolk Sixth Form College
09/2014 - 09.2016
Level 3 BTEC Diploma (Double) - Health and Social Care
East Norfolk Sixth Form College
09/2014 - 09.2016
GCSEs - Child Development
East Norfolk Sixth Form College
09/2014 - 09.2015
GCSEs - English Language
Acle Academy
09/2013 - 09.2014
GCSEs - English Literature
Acle Academy
09/2013 - 09.2014
GCSEs - Mathematics
Acle Academy
09/2013 - 09.2014
GCSEs - Science
Acle Academy
09/2013 - 09.2014
GCSEs - AiDA (ICT)
Acle Academy
09/2013 - 09.2014
GCSEs - Geography
Acle Academy
09/2013 - 09.2014
GCSEs - Catering
Acle Academy
09/2013 - 09.2014
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