Simon Melson
Heanor,Derbyshire
Summary
Looking to take on a role with more responsibility and greater levels of challenge, bringing opportunities to learn new skills, improve existing skills and add a higher level of satisfaction to life.
A collected, calm and dedicated individual with an energetic approach. Focused on the tasks at hand with a sharp eye for detail, while having a passion for excellent customer service and ensuring that the correct processes are followed, A great interest and pleasure in seeking out new experiences and sharing knowledge with customer and colleagues alike. An inquisitive nature and am always willing to learn new skills. A hands-on approach to all tasks, finding this is the most effective way to excel. An excellent communicator and flourish in an efficient environment that considers its employees and believes in rewards and recognition.
Overview
24
24
years of professional experience
12
12
years of post-secondary education
Work history
Drug & Alcohol Recovery Team Manager
Phoenix Futures / Cranstoun
Derby
2025.11 - 2026.05
- Focused, reactive leadership role responsible for day-to-day service delivery, staff management and client support within recovery team. Require rapid decision-making, calm response to developing situations, and liaison with commissioners and senior management. Provide ad-hoc client support, mentoring and supervision to team members.
- Key responsibilities
- Manage daily team operations, including sickness, leave, staff location and cover arrangements.
- Respond to rapidly developing/frontline incidents with calm, decisive action.
- Conduct regular supervision and mental health/wellbeing check-ins for staff.
- Maintain awareness and application of adult and child safeguarding procedures.
- Liaise with senior management and wider management team to ensure service performance and compliance.
- Implemented staff rota schedules to ensure adequate coverage during peak times.
- Delegated responsibilities efficiently amongst team members.
Repairs Centre Agent/ Customer Contact Centre / Mediator
Derwent Living / Places for People
Derby
2019.03 - 2025.06
- This step in to new field of housing industry to broaden skills and take on new challenges, beginning to learning regulations and rules, growing computer literacy and competency, increase communication skills and develop conflict resolution skills. Again, bringing communication skills and Microsoft systems knowledge over from previous employment.
- Open and closed questioning techniques to resolve customers issues.
- Identifying problems and raising correct engineer to attend and resolve for best result for resident.
- Taking on additional skills to cover more customer queries, entailing repairs, rents, general enquiries and anti-social behaviour.
- Handling distressed and angry residents over phone, building rapport to get best outcome possible.
- Mediating resident disputes between neighbours to resolve issues before it got to be more in severe nature.
- Raising ASB cases, making sure that correct team deal with it, assessing whether safe guarding concerns are need to be raised as further issues have been identified whilst assessing initial contact.
- Working understanding of internal structure enabling better resolution of customer queries and getting them to right department if needed first time.
- Joining internal work groups after colleague surveys to disseminate information to colleagues of progress on issues identified and plans of action.
- Actively support colleagues to enable delivery of quality services to customers, sharing knowledge gained to empower colleagues.
- Maintained impartiality when serving as mediator.
- Investigated cases to reach resolution or conclusion.
- Adhered strictly to regulatory guidelines during all stages of transactions, reducing legal risks associated with non-compliance.
Relationship Manager/ Team Co-ordinator
YU Energy
Nottinghamshire
2017.10 - 2019.03
- This being sideways move in energy industry with all skills and responsibilities from E.on transferable, enabling ability to grow and strengthen these, further stepping up to team co-ordinator with increased responsibilities and duties.
- Taking escalated calls from colleagues and Team Manager with aim to resolve before situation becomes complaint.
- Making sure GDPR legislation was implemented and upheld by team, ensuring training is up to date and passed.
- Assisting manager with team logistics making sure all work streams had adequate cover and giving specialist projects to team members maximising team efficiency ensuring SLA’s were meet.
- Managing portfolio of customer and brokers being singular point of contact creating rapport and building strong relationships giving customers reassurance in services provided.
- Reviewing team rotas, approving holidays making sure all work streams had required cover.
- Reviewing CV’s and conducting interviews ensuring successful candidates were best fit for role applied for.
- Conducting team colleague 1-2-1’s, dealing with colleague work and personal issues, resolving conflict and delivering feedback.
- Setting out new starter training with weekly and/or daily catch ups making sure felt supported, gaining skills and knowledge need.
- Attending weekly management meetings, delivering weekly statistics, discussing company issues, process updates and any other business that needed addressing.
- Supporting sales teams to ensure best product, prices and services are being delivered.
Customer Service Representative
E.ON Retail
Nottinghamshire
2007.01 - 2017.10
- Strong communication skills both externally and internally assisting with managing customer and colleague expectations. This involves empathy, listening skills and effective communication.
- Working with database systems to provide accurate information for customers and colleagues.
- Supporting colleagues with knowledge and guidance both professionally and personally, also mentoring new colleagues to company, teaching them key skills empowering them to be confident in their work.
- Working with various Microsoft systems to produce letters, power point presentations, charts, tables and effective email communication.
- In-depth investigation of customer accounts, identifying issues and providing solutions.
- Development of material that has been used by colleagues to assist with their knowledge and understanding in relation to specific industry requirements.
- Strong understanding of industrial standards and requirements.
- Working knowledge of company products and how related to customer’s needs.
- Working as focal point within team handling specialist requirements which ease manager pressures.
- Being responsive to fast changing working environment, feeding back where necessary to assist with improvement of processes.
- Joined site group as additional responsibility helping provide answers and solutions to colleague’s issues.
Administration Assistant and Learning Assistant
Freeward Thinking
Newthorpe, Nottingham
2012.01 - 2012.06
- General administrative duties including invoicing, mail shots to prospective clients, stock control and management of learning materials.
- Assessing learners needs and capabilities so starting on correct course level.
- Mentoring and coaching learners.
- Delivery of key skill English and maths training material.
Administration Assistant
Hickling & Squires, printers
Moorgreen, Nottingham
2004.08 - 2007.01
- Support production and dispatch managers with administration duties.
- Co-ordinating with internal departments with regards to dispatches, production times and specific job requirements.
- Handling of courier contracts, making sure goods were delivered to required time lines country wide and globally.
- Dealing with and developing rapport with customers and contractors, making sure required goods were delivered on time and to right locations.
- Production and quality checking of printed goods.
UPVC Fabricator
Derby Double Glazing
Derby
2002.01 - 2004.08
- Position was to assist workshop manager in efficient running of workshop.
- When work sheets were given to us for production, to would assist with ordering of materials.
- Whilst working here some of previous fabrication techniques learned helped speed up production times.
- Being responsible for accurate cutting of materials corresponding to work sheets.
- To assist management, helping keeping job orders to deadlines, which usually involved working additional hours.
- Ensured safety standards with regular maintenance of fabrication tools and equipment.
Education
G C S E level - Math’s, Statistics, General Science, History
Hereson Boys School
Ramsgate, Kent 1985.01 - 1990.01
G C S E level - English, Painting & Drawing, Textiles Design, Construction, Design, Technology
Thanet Technical College
Broadstairs, Kent 1990.01 - 1992.01
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VHB Ltd
Ash, Kent 1997.01 - 1997.01
NVQ level 2 UPVC Fabrication - Health & safety training & awareness
Piper Windows
Ramsgate, Kent 1998.01 - 2001.01
New Clait level 1 - Web Page Design beginner, NCFE Level 2 Health & Safety, Level 2 Refresher courses in Numeracy and Literacy
The Peoples College
Nottingham 2002.01 - 2002.01
Level 3 Preparing to Teach in Lifelong Learning Sector, Introduction to Invigilation
Freeward Thinking
Newthorpe, Nottinghamshire 2012.01 - 2012.01
Level 4 Mediation / Mediator
Derwent Living/ Places for People
Derby 2020.01 - 2021.01
Level 1 Needle and Syringe Programme Practitioner, Level Needle and Syringe Programme Practitioner, Level 1 Child and Adult safeguarding, Level 2 Child and Adult safeguarding, Opiate Overdose Recognition and Nyxoid Administration, Assessment of core knowledge and key practice skills with drug and alcohol recovery services
Phoenix futures/ Cranstoun
Derby 2025.01 - 2026.01
Skills
- IT systems knowledge
- Positive reinforcement
- Customer relationship management
- Staff performance evaluation
- Staff motivation
- KPI tracking
- Mentoring and coaching
- Initiative taking
- Safety consciousness
- Health and Safety Compliance
- Customer Service
- Team Leadership
- Conflict Resolution
- Process Improvement
- Customer relationship building
- Outstanding customer service
References
References available upon request.
Hobbies and Interests
Writing fantasy and science fiction, currently working on a modern fairy tale series., Fencing, swimming and walking for personal fitness., Strategy based games e.g. Chess and Risk., Building & painting miniature scale models., Keeping up to date with movies., Reading fantasy, science fiction and books on general knowledge
Timeline
Drug & Alcohol Recovery Team Manager
Phoenix Futures / Cranstoun
2025.11 - 2026.05
Level 1 Needle and Syringe Programme Practitioner, Level Needle and Syringe Programme Practitioner, Level 1 Child and Adult safeguarding, Level 2 Child and Adult safeguarding, Opiate Overdose Recognition and Nyxoid Administration, Assessment of core knowledge and key practice skills with drug and alcohol recovery services
Phoenix futures/ Cranstoun
2025.01 - 2026.01
Level 4 Mediation / Mediator
Derwent Living/ Places for People
2020.01 - 2021.01
Repairs Centre Agent/ Customer Contact Centre / Mediator
Derwent Living / Places for People
2019.03 - 2025.06
Relationship Manager/ Team Co-ordinator
YU Energy
2017.10 - 2019.03
Administration Assistant and Learning Assistant
Freeward Thinking
2012.01 - 2012.06
Level 3 Preparing to Teach in Lifelong Learning Sector, Introduction to Invigilation
Freeward Thinking
2012.01 - 2012.01
Customer Service Representative
E.ON Retail
2007.01 - 2017.10
Administration Assistant
Hickling & Squires, printers
2004.08 - 2007.01
New Clait level 1 - Web Page Design beginner, NCFE Level 2 Health & Safety, Level 2 Refresher courses in Numeracy and Literacy
The Peoples College
2002.01 - 2002.01
UPVC Fabricator
Derby Double Glazing
2002.01 - 2004.08
NVQ level 2 UPVC Fabrication - Health & safety training & awareness
Piper Windows
1998.01 - 2001.01
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VHB Ltd
1997.01 - 1997.01
G C S E level - English, Painting & Drawing, Textiles Design, Construction, Design, Technology
Thanet Technical College
1990.01 - 1992.01
G C S E level - Math’s, Statistics, General Science, History
Hereson Boys School
1985.01 - 1990.01