Natalie Duffy
Middlesbrough
Summary
Dedicated professional with a strong background in Project Management. Proven ability to manage casework effectively and collaborate with other professionals to ensure comprehensive role out pf Programs. Committed to enhancing customer experiences through effective communication and relationship building.
Diligent and proactive individual with strong foundation in problem-solving and communication. Demonstrates excellent organisational and interpersonal skills, along with ability to adapt quickly to new environments. Ready to make meaningful impact as a National Programmes Manager
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work history
Patient Support and Advocacy Officer
Kidney Care Uk
Middlesbrough
06.2024 - Current
- Advocated for patients' rights and needs through effective communication and support.
- Managed a casework of Kidney Patients from South Tees NHS Trust through referrals from Support Line and face to face through dialysis unit visits
- Arranged initial assessment call with patients or their Carers to provide an holistic approach to how we can help and support them
- Used the one off engagement method to summarise all the help and support including patient information links in one e-mail or letter
- Completed online benefits calculators to work out what benefits the patients are entitled to
- Collaborated with healthcare professionals to ensure holistic patient care and service delivery.
- Developed and maintained strong relationships with patients to enhance their overall experience. Provided emotional support to patients who needed it
- Achieved high level of patient feedback to ensure service was recognised and provided to funders
- Worked diligently under pressure whilst preserving high-quality output.
- Maintained high standards of personal conduct, contributing to positive work environment.
- Responded promptly and effectively to emergencies using established protocols. Made numerous referrals to Social Services on behalf of patients
- Provide ad hoc help to Support Line when under staffed or holidays and ensured triage referrals were made and sent to relevant team or Officer due to geographical information
- Member of Regional Team of 3 Officers who realised over £600,000 worth of Welfare benefits for Kidney Patients from January to October 2025.
Schools and Volunteer Coordinator
NSPCC, National Childrens Charity
Home Based
01.2022 - 06.2024
- Liaising with Primary Schools to promote flagship child safeguarding program entitled Speak Out, Stay Safe and exceeded yearly targets by 25%
- Liaising with Secondary School contacts to promote new Talk Relationships Safeguarding Program
- Deal with any child safeguarding issues that may arise
- Actively recruiting, preparing volunteer role adverts and ensure these are promoted and marketed to stakeholders and voluntary development agencies
- Networking with key stakeholders such as LADO and Safeguarding in Education contacts to ensure objectives of organisation are met
- Collaboratively working with other departments such as Local Campaigns and Fundraising to strive to achieve overall objectives for NSPCC
- Supported volunteers by monitoring and reviewing volunteer activities and giving guidance.
- Developed and conducted all programs, activities and events complying with health and safety guidelines.
- Trained recruited volunteers by developing and implementing skill based training programs.
- Developed and managed external stakeholder partnerships with universities, colleges and volunteering hubs.
- Organised recruitment workshops, conducted networking activities and attended volunteer fairs and community events to recruit staff.
Senior Sales Administrator
Gleeson
Stockton-on-Tees
11.2020 - 01.2022
- Process new build reservation paperwork, ensuring letters are sent to customers, paperwork is e-mailed to Solicitors and Financial Advisors
- Process all optional extras customers choose for their new home, take payment and raise minor works orders for sub-contractors
- Produce weekly sales reports to send to Senior Management to 100% accuracy
- Contact customers to take payment for their optional extras and deal with any customer care issues raised
Legal Clerk
Watson Woodhouse Solicitors, Lending Team
Middlesbrough, UK
10.2019 - 10.2020
- Engaging with new clients and taking instructions to act on their behalf in Civil Legal matters, Criminal Injuries and Claims Against Police
- Completing criminal injuries compensation claims and negotiating on behalf of client to get best compensation result
- Processing "same roof rule" historic abuse claims for victims of both sexual, mental, and physical abuse
- Reviewing complex and lengthy medical history /records on clients to link to abuse and any illness or psychological damage
- Liaising and negotiating with third parties such as Medical Experts, Psychologists and Doctors
- Composing witness statements and accounts of incident
- Successfully delivered on tasks within tight deadlines.
Liaise Officer
England Illegal Money Lending Team
Home Based
09.2008 - 08.2019
- Supported caseload of victims of loan sharks to remove their reliance on loan shark
- Incorporated ‘hand holding' referral process for victims both making appointments and taking them to appointments
- Worked alongside external agencies such as MIND, Social Services, Welfare Rights and Citizens Advice Bureau and made referrals for clients into these services
- Helped clients to complete welfare benefits forms and access any benefits were entitled too
- Attended team meetings regularly to ensure sharing of best practice
- Designed and implemented robust needs assessment and risk assessment for victims to complete at sign up
- Applied for grants and funding for victims if were in need
- Managed and lead on implementing of re-housing protocol for victims of loan sharks achieving all
- Attended Prisons and trained inmates on dangers of using loan sharks and highlighting legal alternatives Housing Associations within North East to sign up to protocol
- Project Managed agencies who won Proceeds of Crime funding to ensure it various agencies such as Police and Housing Associations
- Organised and Chaired multi-agency meetings to ensure welfare and safety of victims
- Embedded illegal money lending strategy into Local Authorities Policies and Procedures
- Attended and organised safeguarding meetings when required for victims and their families
- Designed and presented accredited training program to host of Regional agencies such as Housing Providers, Local Authorities, Police Teams etc
- Tailored presentations to organisations for staff at all levels covering whole of North East
- Developed annual budgets and forecasted expenses and revenue.
Education
GCSEs -
MacMillan College
Middlesbrough 09.1992 - 06.1997
Level 2 Certificate in Principles of Business Administration -
NCFE
Safeguarding Children Level 2 - Online CDP Course
CPD Online Course
01.2021
Level 3 -
Online Course
01.2021
Skills
- Microsoft Excel and Office
- Event planning
- Project management
- Training and development
- CRM software proficiency
- Stakeholder management
- Client relationship management
- Team leadership
Additional Information
- Eligible to work in the UK: Yes
Timeline
Patient Support and Advocacy Officer
Kidney Care Uk
06.2024 - Current
Schools and Volunteer Coordinator
NSPCC, National Childrens Charity
01.2022 - 06.2024
Senior Sales Administrator
Gleeson
11.2020 - 01.2022
Legal Clerk
Watson Woodhouse Solicitors, Lending Team
10.2019 - 10.2020
Liaise Officer
England Illegal Money Lending Team
09.2008 - 08.2019
GCSEs -
MacMillan College
09.1992 - 06.1997
Level 2 Certificate in Principles of Business Administration -
NCFE
Safeguarding Children Level 2 - Online CDP Course
CPD Online Course
Level 3 -
Online Course