Paul Sloey
Wishaw,North Lanarkshire
Summary
A dedicated team leader with expertise in staff training & development, performance review, and dissemination of industry knowledge. Demonstrates strong capabilities in conflict resolution, emotional support, and compliance understanding & KPI management. Skilled in presentation delivery, strategic planning, problem-solving and delivering safeguarding support. Proficient in incident reporting, time keeping, and risk assessment and working within multi disciplinary organisations to meet shared goals. Committed to leveraging these skills to ensuring high levels of team morale and performance leading to the best possible outcomes for vulnerable consumers
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work history
EHU Caseworker
Citizens Advice Scotland
Glasgow, Glasgow City
07.2022 - Current
- I am responsible for taking on a caseload of complaints on the behalf of vulnerable consumers regarding their energy supplier and assisting them in achieving the best possible outcome by liaising with the consumer and energy supplier
- In this role it is vital to time manage effectively to ensure all complaints are continually progressing and that all consumer's concerns are met and addressed
- I am required to meet or exceed multiple KPI's. Based on my recent performance review I have been able to maintain the required levels of success in key areas ensuring effective and timely resolutions for consumers
- I also assist vulnerable consumers who are at risk of self disconnection and liaise with their energy suppliers to organise additional assistance to restore or maintain their energy supply
- I am required to engage with consumers who have expressed extreme emotions or present a safe guarding risk due to their current situation and to ensure their safety and understanding while working towards a positive outcome for their concerns
- This role requires in depth knowledge of the energy industry which I have built up over the past 9+ years. As part of a close working team, I engage with them to share this knowledge and provide support and guidance to them to improve the resolutions we are able to collectively achieve
Complaints Manager: Head of Customer Services
SSE/ OVO
Cumbernauld, North Lanarkshire
08.2016 - 07.2022
- Within my previous role as a Complaints Manager within SSE/ OVO, I was responsible for managing a caseload of consumer complaints which had been escalated to Head of Customer Services level
- In this role I was required to operate to strict timescales to ensure minimum complaint lifecycle in order to reduce increasing the risk of third party involvement in the complaints process, while at the same time providing a high quality resolution to the consumer that met all of their concerns
- I was also required to identify and complete SARS requests in line with the timescales set out by the ICO.
- In addition to my complaint resolution duties, I was also responsible for providing on site and remote training to outsourced groups moving into the role to cover the migration of staff from SSE to OVO
- In this role it was my duty to provide the full training course over a period of four weeks to ensure the new staff were prepared with the skills and knowledge to take on their own caseload and meet the complex requirements of compliance and quality required when managing energy industry complaints
- Throughout the training process it was imperative that I was able to identify trends that did not meet these standards and to address them and also to disseminate working practices that met and exceeded the standards among the team as they arose
- This role required me to develop an approach to team management that allowed me to effectively work with groups of 20+ people who each required differing forms of assistance both within the work place to achieve the goals of the organisation and also emotional support following difficult interactions with vulnerable consumers and also personal issues that staff were dealing with outside of the workplace
Clinical Support Worker
NHS South Lanarkhire
Bothwell, South Lanarkshire
11.2012 - 08.2016
- As a Clinical Support Worker working with vulnerable people with Learning Difficulties and Disabilities in a secure unit I was responsible for maintaining patient dignity throughout personal and intimate care
- Prioritising patient wellbeing by observing strict processes and maintaining a person centred approach to their care
- Offering compassionate emotional support to patients and families
- Escalating patient health concerns to superiors for appropriate care plan management
- Collaborating with multidisciplinary healthcare professionals for excellent care continuity
- Exercising conflict resolution for patients experiencing severe mental health concerns
- In the 4 years prior to this role I trained as a nurse specialising in caring for patients with learning disabilities, but also delivered care to patients in other settings such as high dependency plastic surgery and working with children with additional support needs in a school setting
Education
Bachelor of Science - Learning Disability Nursing
Glasgow Caledonian University
Glasgow 07.2009 - 07.2012
Skills
- Induction staff training
- Performance review
- Advanced training and development
- Conflict resolution
- Emotional support
- Compliance understanding & KPI management
- Presentation delivery
- Strategic planning
- Problem-Solving
- Safeguarding compliance and enforcement
- Incident reporting
- Time keeping
- Risk assessment
Timeline
EHU Caseworker
Citizens Advice Scotland
07.2022 - Current
Complaints Manager: Head of Customer Services
SSE/ OVO
08.2016 - 07.2022
Clinical Support Worker
NHS South Lanarkhire
11.2012 - 08.2016
Bachelor of Science - Learning Disability Nursing
Glasgow Caledonian University
07.2009 - 07.2012