Michelle Mulvaney
Pease Pottage,West Sussex
Summary
Dedicated professional specializing in customer service and patient support with strong skills in office administration and management. Proficient in telephone triage, payroll, financial administration, data entry, and record management. Committed to confidentiality and data protection while excelling in interpersonal communication, problem-solving, and decision-making.
Overview
42
42
years of professional experience
Work history
NHS 111 Health Adviser (Part-Time)
Practice Plus Group
Dorking, Surrey
02.2026 - Current
- Manage urgent and non-urgent telephone calls from patients, members of the public, and healthcare professionals.
- Use NHS clinical decision support systems to assess caller needs and direct patients to the most appropriate healthcare service.
- Provide health information, reassurance, and practical advice to support patients in accessing the right care.
- Maintain accurate and confidential patient records in accordance with NHS policies and data protection requirements.
- Escalate urgent and complex cases appropriately to ensure patient safety.
- Demonstrate empathy, professionalism, and excellent communication skills when supporting callers, often during stressful situations.
Company Secretary
Aim Ltd
08.2006 - 01.2026
- Manage payroll, CIS deductions, invoicing, VAT returns, and general business administration.
- Maintain financial records using Xero accounting software.
- Coordinate workloads, customer bookings, and operational planning.
- Liaise with customers and suppliers, resolving enquiries professionally and efficiently.
- Oversee staff welfare and support the day-to-day running of the business.
Passenger Services Agent (Part-Time)
Servisair UK Ltd, Gatwick Airport
Gatwick
07.1996 - 07.2006
- These roles provided extensive experience in customer service, administration, communication, cash handling, and supporting members of the public in busy operational environments.
Customer Services Advisor
Horizon Holidays
06.1986 - 09.1998
- These roles provided extensive experience in customer service, administration, communication, cash handling, and supporting members of the public in busy operational environments.
- Strengthened client relationships with clear communication and problem-solving skills.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
Retail assistant
Next UK Plc
06.1992 - 05.1994
- Provided extensive experience across customer service administration, communication, and cash handling.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Receptionist / Administration Assistant
Crawley Leisure Centre / Crawley Borough Council
07.1984 - 05.1986
- These roles provided extensive experience in customer service, administration, communication, cash handling, and supporting members of the public in busy operational environments.
Education
Certificate of Higher Education - Business Studies
Crawley College
West SussexO-Levels - English Language, English Literature, Mathematics
Thomas Bennett Community College
West SussexGCSEs - French, Geography, Humanities
Thomas Bennett Community College
West SussexSkills
- Customer service and patient support
- Office administration and management
- Telephone triage and assessment
- Payroll and financial administration
- Data entry and record management
- Confidentiality and data protection
- Interpersonal communication skills
- Problem solving and decision making
- Time management and organization
- Team support and staff welfare
- Calmness under pressure
ADDITIONAL INFORMATION
- Full UK Driving Licence
- British Citizen
Timeline
NHS 111 Health Adviser (Part-Time)
Practice Plus Group
02.2026 - Current
Company Secretary
Aim Ltd
08.2006 - 01.2026
Passenger Services Agent (Part-Time)
Servisair UK Ltd, Gatwick Airport
07.1996 - 07.2006
Retail assistant
Next UK Plc
06.1992 - 05.1994
Customer Services Advisor
Horizon Holidays
06.1986 - 09.1998
Receptionist / Administration Assistant
Crawley Leisure Centre / Crawley Borough Council
07.1984 - 05.1986
Certificate of Higher Education - Business Studies
Crawley College
O-Levels - English Language, English Literature, Mathematics
Thomas Bennett Community College
GCSEs - French, Geography, Humanities
Thomas Bennett Community College