Sophie Fidler

Current Role

• Delivering positive customer-focused service for people with social care and health issues within high call volume call centre and Chesterfield Royal Hospital environments, accurately capturing information and record using electronic systems customer databases.
• Providing timely discharge and admission avoidance. Engagement in clinical hub meetings to promote timely and effective discharge planning.
• Providing helpful, timely service to vulnerable callers in a sensitive, caring, and professional manner, demonstrating excellent listening and questioning skills.
• Directly support people in distress or in vulnerable situations who require support and guidance from social care and health to maximise independence and wellbeing and maintain basic welfare engagement.
• Support people who present in distress with a range of vulnerability factors such mental health, limited language, literacy numeracy skills physical disability, learning ability, bereavement, job loss, illness, family breakdown, addiction, bankruptcy, repossession, homelessness or eviction.
• Support those who have difficulty understanding information about access to support, and services provided, accessing information to help themselves, and making decisions about their wellbeing.
• I work in conjunction with other professionals including social workers. Responsible for routine assessment and review of individual needs and arranging, as appropriate, provision or referral of services; to include prescribing and delivering a range of measures to prevent further distress and vulnerability.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Training, coaching new recruits.

Personal Effectiveness

• Appreciation and understanding of customer focussed approach to the delivery of varied services, taking ownership with a ‘can do’ attitude.
• Dealing with confidential and personal issues with sensitivity. Providing in depth advice and applying detailed guidelines in decision making.
• Valuable working understanding in appreciating that vulnerability is complex and changeable. Develop communication methods to help deal with vulnerability. Respectful of customer situations.
• Excellent IT skills, which includes use of Microsoft packages.
• Transfer customer calls to respective department or personnel to address specific issues.
• Experience of working in a busy office environment/hybrid Working from home autonomously.
• Ability to prioritise and work to deadlines.
• Ability to interpret information and analyse data.
• Good working knowledge of confidentiality, GDPR and Data Protection.
• Experience in managing provision of transactional services to the public..
• Excellent listening and questioning skills, together with effective written and verbal communication skills whilst maintaining customer focused approach.
• The most basic personal characteristic to care and provide support and empathy
• Ability to work well within a team and establish effective working relationships with others.
• Effective use of consultation and negotiation skills to achieve satisfactory outcomes.
• Critical Initiative and judgement to effectively investigate, analyse and problem solve independently
• Ability to organise, plan and co-ordinate tasks for which there is personal responsibility.
• Individual commitment to equality of opportunity principles.
• Enjoy hobbies and social friendships circles to maximise resilience when in downtime.
• Ability to maintain a positive outlook regardless of presenting and recurrent crisis

• Operating Test and Trace systems on behalf of NHS. Using case leads to ensure that members of the public were contacted by NHS partners. to promote a testing regime that meets the needs of their workforce and / or service users.
• Proactive communication with the public when exploring health concerns. Using own initiative and discretion when dealing with sensitive, complex, or contentious issues and situations.
• Delivered excellent service, with experience in working in a problem-solving operational role funded by NHS stakeholders.
• Managing your daily workload of queries and issues raised by the organisations we support including establishing clear facts, needs and researching to find the best ways to resolve each issue at pace and within service level agreements.
• Escalating issues where appropriate and looking for trends in user issues to help create best service possible. Working with data to assist in service improvements.
• Experience of problem-solving to meet customer needs
• Demonstrate a strong customer service ethos
• Ability to work at pace on a range of competing priorities with a high rate of change whilst maintaining a high level of accuracy
• Ability to prioritise and plan workloads to ensure delivery of actions and objectives within set timescales and service level agreements.
• Experience in Microsoft Office including Word, Excel, PowerPoint, Outlook and Teams

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Delivering at Pace
• Managing a Quality Service
• Working Together

All aspects of Hotel

• Delivered exceptional, friendly and fast service.
• Served high volumes of guests in fast-paced service environments with exceptional customer care.
• Provided attentive, professional front-of-house service by checking reservations and showing guests to correct tables.
• Skilfully resolved customer concerns, implementing action to ensure pleasant dining experience. De-escalation and response to complaints.
• Performed additional tasks to support kitchen and bar staff, ensuring dining room ran smoothly.
• Complete Rota
• Staff training and development. Monitoring of Food Standards Agency regulation training/. Ensure First Aid training updated.
• Developed customer and employee loyalty by building strong, positive rapport.
• Provided friendly, courteous service, maximising positive customer satisfaction ratings.
• Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
• Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
• Shared product knowledge to make targeted recommendations, upsell products and boost transaction value.