Nicola Hendry

* Supported Staff Nurses in the triage and initial assessment of patients within the fast-paced Medical Assessment Unit, helping to ensure the smooth and efficient day to day running of the ward.
* Conducted regular patient monitoring and accurately documented patient observations on TRAK in line with Care Rounding protocols, promptly escalating concerns to ensure timely intervention.
* Supported patients with complex needs including dementia and palliative care, ensuring compassionate and respectful support at all stages.
* Provided emotional reassurance and effective communication to patients and families, especially during moments of distress or uncertainty using a holistic, patient centred approach at all times.

Anticipating individual needs and adapting support accordingly.
* Maintained high standards of infection control and hygiene, adhering to NHS protocols including hand hygiene, PPE, and equipment cleaning.
* Assisted patients with safe mobility, repositioning, and transfers using hoists, slide sheets, and mobility aids in line with moving & handling training.
* Delivered personal care to those in need of assistance including washing, dressing, and mealtime assistance, maintaining patient dignity at all times.
* Carried out a range of clinical tasks such as bladder scanning, ECGs, vital signs monitoring, venepuncture (blood sampling), and basic wound dressings.
* Monitored and replenished clinical supplies, ensuring equipment was available and in working order for uninterrupted patient care.

* Delivered outstanding telephone-based support to business clients using the Commercial Banking Online platform, ensuring queries were resolved efficiently and professionally.
* Developed in-depth knowledge of banking systems and digital tools to provide accurate, confident guidance across a range of services.
* Handled escalated complaint calls as part of the customer complaints team, consistently working to resolve issues to a high standard and retain client satisfaction.
* Conducted quality assurance checks on calls to ensure compliance with internal procedures and industry regulations.
* Coached and supported new advisors during onboarding, helping them gain system confidence and maintain high service standards.
* Adhered strictly to company policies and regulatory requirements, ensuring responsible and compliant service at all times.

* Responded to customer inquiries and complaints via telephone, ensuring all communications followed regulated standard operating procedures.
* Built rapport with customers to quickly identify needs and assess financial circumstances, offering tailored support and repayment solutions.
* Conducted detailed Income & Expenditure assessments to evaluate affordability and agree sustainable repayment plans.
* Provided compassionate support to customers in financial difficulty, including signposting to external agencies such as StepChange for debt advice.
* Initiated vehicle repossession procedures when affordability assessments confirmed inability to maintain repayments, ensuring regulatory compliance.
* Flagged potentially vulnerable customers to management, promoting ethical and appropriate treatment.
* Maintained high compliance standards by adhering to all internal policies and financial regulations.
* Worked within tight deadlines and service-level targets while maintaining empathy and professionalism under pressure.

* Led and managed a large team of sales representatives, driving individual and team performance through consistent coaching, support, and motivation.
* Built strong, collaborative relationships with clients and team members to foster trust and maintain long-term engagement and retention.
* Created and distributed tailored marketing and promotional materials to support the sale of health and nutrition products across various channels.
* Delivered personalised product recommendations based on individual customer health goals, ensuring a client-centred approach.
* Facilitated weekly training calls and coordinated monthly team events to enhance product knowledge, set clear initiatives, and maintain team momentum.
* Set achievable targets and regularly reviewed progress with team members and clients to maximise outcomes and satisfaction.

* Calculated, invoiced, and managed the collection of fees related to Lloyds Banking Group’s Wholesale Loan portfolios, supporting clients, market partners, and internal stakeholders including Finance, Treasury, and business units.
* Set up and maintained fee schedules, ensuring accurate and timely fee administration across the portfolio.
* Processed outbound payments to market partners via SWIFT and CHAPS, ensuring precision and compliance with banking protocols.
* Collected outstanding payments by issuing professional reminders via telephone, email, and written correspondence.
* Collaborated with Relationship Managers to escalate and resolve unpaid fees or discrepancies efficiently.
* Completed complex fee calculations and amendments using internal banking systems, ensuring accuracy and audit readiness.
* Handled customer, agent bank, and investor requests promptly, meeting service-level agreements and maintaining high service standards.
* Delivered consistent, high-quality service with a focus on efficiency, stakeholder satisfaction, and regulatory compliance.

* Responsible for reconciling market-funded, specialist loan portfolios valued at over £100 billion across 28,000+ loans spanning up to 28 countries.
* Identified, allocated, and applied incoming payments to the correct accounts, ensuring accurate reconciliation across customer and business records.
* Collaborated closely with internal departments, including Fees and Investigations teams, to resolve unapplied funds and rectify account discrepancies.
* Processed and facilitated the return of misdirected payments to customers or third parties, ensuring secure and timely resolution.
* Produced weekly reports and liaised with the Treasury department to reconcile accounts, maintaining alignment across financial systems.
* Reported funding discrepancies to the Finance team, proactively preventing overdraft penalties and maintaining financial integrity.
* Supported a major post-acquisition project, assisting with the integration of Lloyds accounts into the Bank of Scotland reconciliation platform.
* Monitored outstanding payments and worked with business units to ensure timely resolution, contributing to effective cash flow management.

* Delivered exceptional service within a high-volume, customer-centric team, supporting both internal and external stakeholders across a wide range of banking needs.
* Managed document scanning and distribution using the ImageNow system; played a key role in deploying a new workflow management platform and was formally recognised by Senior Management for contributions to the successful rollout.
* Handled customer enquiries from start to resolution, ensuring a prompt and satisfactory outcome for each case.
* Conducted cheque verification using Customer Due Diligence files, flagging suspected fraud cases to the Relationship Management and Fraud teams.
* Accurately processed customer transactions, including BACS, CHAPS, and international payments.
* Performed internal credit assessments and collaborated with Relationship Managers to determine customer eligibility for credit arrangements.
* Oversaw the Premier Customer support line, providing a direct and responsive service to 25 key corporate clients.
* Acted as Change Representative, contributing to service improvement initiatives using the LEAN Six Sigma methodology.
* Recognised under Lloyds’ Talent Recognition scheme for high performance and expertise within the role.
* Regularly stepped up as Flow Leader in the absence of leadership and supported senior management with ad hoc tasks and reporting duties.