Rhys Casey
Manchester,Greater Manchester
Summary
Experienced counselling professional with history diversifying services to meet individual client needs. Works with care and compassion to deliver targeted care programmes for improved social and behavioural outcomes.
Meticulous in assessments and monitoring to provide excellent care continuity.
Compassionate trainee probation officer experienced developing bespoke support plans for vulnerable individuals. Quickly builds rapport with service users to optimise assessments, interventions and programme outcomes.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Dedicated team player, proactive and hands-on in task completion.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work history
Trainee probation officer
HM Prison and Probation Service
Manchester
2021.01 - Current
- Developed and championed accessible, practical solutions for recurring problems faced by service users.
- Prepared reports for legal action and provided evidence in court.
- Collaborated with officials to prepare required legal documentation for court proceedings.
- Attended regular training and supervision workshops for improved service user support.
- Liaised with families and caregivers to develop balanced rehabilitation programmes.
- Monitored service user progress, escalating concerns for swift resolution.
- Oversaw multiple social work cases simultaneously, directing assessments, conducting interviews and recommending best courses of action.
- Responded proactively to changing circumstances for optimised service user care.
- Coordinated with trained and licensed service providers to facilitate life skills workshops for vulnerable adults.
- Promoted independence and positive wellbeing when working with vulnerable adults and children.
- Built positive, productive client relationships for enhanced social support.
- Kept detailed, accurate records for well-maintained care continuity between support staff.
- Used assessment findings to action necessary care plan adaptations.
- Supported integration of service users back into community life to maximise successful transition rate.
- Provided mental health support to service users, as well as signposting community resources and local charities.
- Consulted with multidisciplinary team of professionals to optimise treatment plans for complex cases.
- Maintained confidential case documentation in line with data protection regulations.
- Partnered with external support networks to deliver holistic client care.
- Maintained personal contact with offenders through office and community visits.
- Evaluated people on probation to determine best course of rehabilitation.
- Worked with schools, rehabilitation programs and mental health facilities.
renewals administrator
Hiscox
Manchester
2018.04 - 2020.12
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Enhanced administration system workflows by developing improved automated systems.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Displayed energy and enthusiasm in fast-paced environment.
- Responded promptly to enquiries from clients, members and staff via email, post and fax.
Customer service representative
Verastar
Manchester
2017.06 - 2018.03
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Adhered strictly to policies and procedures for continued company compliance.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Processed inbound customer calls, providing information on service or product upgrades
- Provided support to customers, meeting demands of fast-paced call centre environments.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Education
Bachelor of Arts - Criminology
The University of Manchester
Manchester 2013.09 - 2016.06
Skills
- Efficiency
- Report writing
- Case management
- Criminal law knowledge
- Data collection
- Data entry
- Adult probation
- Risk and needs assessments
- Strong decision maker
- Conflict resolution
- Interpersonal skills
- Solution-focused techniques
- Problem-solving
- Time management
Languages
English
Native
Timeline
Trainee probation officer
HM Prison and Probation Service
2021.01 - Current
renewals administrator
Hiscox
2018.04 - 2020.12
Customer service representative
Verastar
2017.06 - 2018.03
Bachelor of Arts - Criminology
The University of Manchester
2013.09 - 2016.06