Natalie Cooper
Bury, Lancashire,United Kingdom
Summary
I am dedicated and passionate with a comprehensive understanding of the Youth Justice process and Child first framework, demonstrating excellent verbal communication skills and advanced active listening abilities. Skilled in maintaining calm under pressure, resolving conflicts effectively, and engaging confidently with teams and professionals. Previous roles in customer services and volunteering within the youth justice has ensured I am adept at adapting my communication style to suit an individual's needs. In my personal life I have experienced first hand the challenges that are presented in young people with neurodiversity and special educational needs. I have a gap in my employment and education while I was a registered carer for my son between 2015 - 2023 who has a diagnosis of SEMH. During this time I have pro-actively sought and engaged with educational and health professionals to ensure he has the correct help and support needed. Having a child with SEN was challenging, however, the skills I learned were invaluable to ensure effective communication, patience and resilience. These personal and professional skills I have acquired make me the perfect candidate for this job.
Overview
24
24
years of professional experience
Work history
Youth Justice Panel Member
Rochdale Borough Council
Rochdale, Manchester
04.2024 - Current
I take a pro-active position in my role as a volunteer panel member. This role requires me to engage with vulnerable young people and discuss some extremely sensitive topics. I approach every case with a child first, offender second approach and aim to prioritise working with the young person to build their pro-social identity, rehabilitate and prevent further offending.
Key responsibilities and achievements:
- Facilitate panel meetings, engage with young individuals and families.
- Collaborate with youth justice professionals and volunteer panel members.
- Develop tailored referral contracts and review and discuss progress with the young person.
- Encourage the young person to express their needs openly and refer to appropriate services in the community.
- Oversee custody thresholds proposed to court and emergency court orders such as curfews.
- Completed communication training to enhance understanding of communication barriers.
- Completed training in harmful sexualised behaviour, improving knowledge of AIM framework.
- Identified knowledge gap regarding young people with Foetal Alcohol Spectrum Disorder (FASD) and arranged a staff training session with FASD specialist Dr Alan Price.
Customer service assistant
O2 Telefonica
Bury, Borough of Bury
09.2003 - 07.2015
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Managed high volume of inbound calls, ensuring swift response times.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Ensured maximum efficiency by adhering to call centre schedules and targets strictly.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Provided technical support for customer issues, demonstrating problem-solving skills.
- Built positive customer rapport through friendly, professional communication.
- Initiated upselling techniques during calls; generating additional revenue for the company.
- Streamlined communication with customers to understand needs better.
Crew member
McDonald's
Bury, Borough of Bury
09.2001 - 09.2003
- Executed daily operation procedures ensuring adherence to company's policies.
- Handled high-pressure situations calmly providing solutions promptly.
- Coordinated with kitchen staff for timely preparation of orders reducing wait times for customers.
- Operated cash registers accurately, ensuring proper handling of transactions.
Carer
car
Bury, Lancashire
03.2015 - Current
Education
Bachelor of Science - Psychology with Criminology
University of Salford
Salford 09.2023 -
Diploma of Higher Education - Sociology, Criminology and Psychology
Bury College
Bury 09.2022 - 06.2023
Skills
- Excellent verbal communication skills
- Ability to work to a deadline
- Excellent literacy and computer skills
- High levels of empathy with the ability to read non verbal cues and body language
- Able to keep calm under pressure and resolve conflict effectively
- Excellent knowledge of the Youth Justice process and Child first framework
- Advanced active listening skills, knowing when to ask relevant concise questions and offer solutions
- Confident working as part of a team and engaging with professionals
- An understanding of assessment and casework within the youth offending service
- HSB trained with good knowledge of AIM
- Pro-active in identifying gaps within the service and sourcing solutions
- Friendly, approachable and non-judgemental attitude while maintaining professional boundaries
- Knowledge of SEN needs and the process to accessing specialist educational and health needs
- Explaining difficult or sensitive information in a supportive way
- A passion for working with young people and building their pro-social identity
- Knowledge of the challenges that arise from ill mental health and the ability to address these sensitively and effectively
- Resilience and ability to take constructive criticism and apply in future
- Confident in creating and delivering presentations
- Confidence in asking questions and self-directed learning
- Ability to built rapport with young people and their families
Affiliations
- Meditation
- Soundbath
- Gym
References
References available upon request.
Timeline
Youth Justice Panel Member
Rochdale Borough Council
04.2024 - Current
Bachelor of Science - Psychology with Criminology
University of Salford
09.2023 -
Diploma of Higher Education - Sociology, Criminology and Psychology
Bury College
09.2022 - 06.2023
Carer
car
03.2015 - Current
Customer service assistant
O2 Telefonica
09.2003 - 07.2015
Crew member
McDonald's
09.2001 - 09.2003