Shikira Smith

● Handled a high volume of customer enquiries about garden waste subscriptions and recycling services at a busy council contact centre

● Processed new and renewal subscriptions and arranged garden waste sack collections

● Kept customer records accurate and up to date using internal systems

● Supported residents in accessing council services online and explained procedures clearly and in a friendly way

● Managed a high volume of inbound and outbound calls from tenants and contractors, providing friendly, empathetic support

● Assessed and prioritised emergency and non-emergency issues, ensuring urgent cases were escalated quickly

● Coordinated repairs, complaints, and ongoing housing cases, working closely with maintenance teams and other departments

● Managed a shared inbox, responding to emails within service level agreements

● Kept accurate records on internal systems in line with data protection requirements, following each case through to completion

● Delivered personal care and medication support to a caseload of 7+ clients across home and residential settings

● Monitored and reported changes in clients' condition to nurses and healthcare professionals, ensuring timely intervention

● Maintained accurate daily care records in line with safeguarding requirements

● Supported elderly clients with daily living tasks (washing, dressing, meals) and light domestic duties in their own homes

● Built consistent, trusted relationships with clients through regular visits, reducing isolation and improving wellbeing

● Followed health and safety and infection control procedures across all visits