Madeline Cato
London,Middlesex
Summary
- Motivated Manager with excellent broad experience across the service.
- Highly adaptable and self-motivated leader with proven ability to manage diverse stakeholders.
- Offers strong analysis and innovation to identify solutions to challenging problems.
- Collaborative team player with excellent interpersonal, communication and conflict resolution skills.
- Expert team leadership, planning and organisational skills. Equips employees to independently handle issues and meet customer needs.
- Diligent trainer and mentor with exceptional management abilities.
- Skilfully works with staff to enhance performance and improve processes.
- Diplomatic in resolving internal and customer issues to ensure smooth running of the service and customer and staff satisfaction.
- Reliable with experience of the service area.
- Offers excellent communication and good judgment to effectively meet team needs.
- Organised and dependable with over 15 years of experience.
- Successful at managing multiple priorities with positive attitude.
- Willing and have been taking on greater responsibilities to meet team and organisational goals.
Overview
24
24
years of professional experience
6
6
years of post-secondary education
Work history
Housing Advice & Homelessness Manager
Hammersmith and Fulham Council
London
07.2020 - Current
- Analyse data and identified opportunities to assist with TA reduction.
- Upskilled staff through targeted training opportunities
- Developed strong teams by skilfully recruiting, orienting and training loyal, hard-working employees.
- Supervised and supported team members to provide exceptional client care and a responsive service.
- Applied expertise in team leadership to address productivity and performance issues to help keep staff motivated and work to achieve KPIs despite increased workload.
- To co-ordinate the service’s response to legal challenges and reviews, liaising with other departments where appropriate, provide briefings and represent the council at legal hearings
- To manage the teams dealing with approaches to the Council for assistance (Housing Act 1996 (as amended) Part VI & Part VII), including statutory reviews, provision of meaningful assistance.
- Address customer complaints, ME's with compassion and professionalism, ensuring swift, successful resolution .
Team Leader
LBHF
04.2013 - 07.2020
- Personally and professionally handled difficult customer complaints and objections to ensure and maintain high customer service standards.
- Led performance reviews, One to Ones, Appraisals to ensure service delivery and to highlight officer goals and aspirations.
- Provided leadership and direction for colleagues
- To manage the Housing Advisers dealing with the investigation, assessment and determination of homelessness applications under Part 7 of the Housing Act 1996; accepting, refusing or ending duties as appropriate in accordance with statute, case law, the facts of each case, operating best practice
- Recruited, trained and developed colleagues and team members.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Initiate and respond to routine and non-routine correspondence including complaints and Members’ Enquiries
Housing Adviser
LBHF
06.2008 - 03.2013
- Carried out Initial Homelessness assessment, which included scheduling assessments, ensuring service users receive best-possible support and advice and options.
- To carry out full housing options interviews with all applicants who are homeless or threatened with homelessness in a person-centred approach, including carrying out enquiries into applicants’ circumstances, checking and verifying documents and visiting as appropriate, maximising prevention opportunities
- Provided person-centred advice and guidance, aiding service user in finding alternative suitable accommodation.
- Prepare case with adequate enquiries for handover to colleagues in complex team as appropriate.
- To assess, administer and make decisions on the outcome of individual homelessness applications under Part VII of the Housing Act 1996 (as amended); accepting, refusing or ending duties as appropriate in accordance with statute, case law, the facts of each case, operating best practice as set out in the Housing Act 1996 and other relevant guidance, using case law and policy as appropriate.
- Work in partnership with a wide range of internal and external partners by making onward referrals, initiating or attending meetings / case conferences etc as appropriate; h. To carry out detailed affordability assessments, give advice on the availability of suitable and affordable accommodation, and to assist qualifying applicants access such accommodation
Housing benefit and Council Tax Officer
Wandsworth Council
09.2005 - 06.2008
- First point of contact for applicants who required assistance with rent and/or council tax liability
- Initial assessment to establish applicants were entitled to claim assistance. Collation of required documents, and providing initial advice.
- Deputising for team leader in their absence
- Making relevant changes on applicants council tax account once satisfactory evidence provided.
Housing Benefit and Council Tax advice officer
Brent Council
09.2003 - 09.2005
- First point of contact for applicants who required assistance with rent and/or council tax liability
- Initial assessment to establish applicants were entitled to claim assistance. Collation of required documents, and providing initial advice.
- Deputising for team leader in their absence
- Making relevant changes on applicants council tax account once satisfactory evidence provided.
- Meeting with applicants in person and arranging appointments with assessment officers.
Reservations consultant
Cyprair Holidays
04.2002 - 09.2003
- Provided exemplary customer service.
- Recorded accurate passenger information to eliminate ticketing errors.
- Maintained close working relationship with colleagues at the airline, hotel and car hire companies.
- Determined exact customer requirements and recommended destinations and hotels/flights to suit their requirements and budget.
Travel Consultant
Thomas Cook Holidays
08.1999 - 03.2002
- Responded to clients' queries and requirements in line with the policy of the company
- Processed payments and established payment plans on behalf of customers, offering multiple methods to maximise sales.
- Advised customers on visas and travel safety, add ons such as car hire, travel currency etc.
- Prepared comprehensive travel itineraries .
- Used travel agency software to explore customers flight and accommodation options
- Conducted calls professionally and politely to maintain excellent service standards.
- Upsold customer options to maximise average booking value.
- Recommended excursions to customers for increased business profits.
Education
Diploma of Higher Education - Leisure and Tourism
Weald College
Harrow 07.1997 - 08.1999
GCSEs - Mathematics, English Literature, English Language, Humanities, Music, Business Studies, Science
Canons High School
Harrow 09.1993 - 06.1997
Skills
- Conflict resolution
- Integrity
- Professionalism
- Collaboration
- Multitasking
- Great Communication skills
- Team building
- Leadership
Timeline
Housing Advice & Homelessness Manager
Hammersmith and Fulham Council
07.2020 - Current
Team Leader
LBHF
04.2013 - 07.2020
Housing Adviser
LBHF
06.2008 - 03.2013
Housing benefit and Council Tax Officer
Wandsworth Council
09.2005 - 06.2008
Housing Benefit and Council Tax advice officer
Brent Council
09.2003 - 09.2005
Reservations consultant
Cyprair Holidays
04.2002 - 09.2003
Travel Consultant
Thomas Cook Holidays
08.1999 - 03.2002
Diploma of Higher Education - Leisure and Tourism
Weald College
07.1997 - 08.1999
GCSEs - Mathematics, English Literature, English Language, Humanities, Music, Business Studies, Science
Canons High School
09.1993 - 06.1997
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