Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
References
Timeline
Generic

Stephen Smith

Eltham,London

Summary

Offering strong foundation in communication and interpersonal skills, with knack for problem-solving and motivating others. Knowledgeable about creating supportive environments and fostering client growth. Ready to use and develop coaching, mentoring, and client relationship-building skills.

Overview

38
38
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work History

Work coach

department for work and pensions
London
09.2006 - 06.2024
  • Collaborated with management teams to understand and achieve learning and development targets.
  • Facilitated training programmes, improving clients' interview techniques.
  • Assisted jobseekers for successful employment opportunities.
  • Advised clients on next steps to achieve job progression within target timeframes.
  • Developed action plans to accomplish individual career goals.
  • Communicated programme requirements clearly to increase participant understanding and attainment.
  • Assessed individuals regularly to recognise progress and adapt plans according to personalised goals.
  • Developed strong employer networks to facilitate job matching.
  • Referred clients to relevant external agencies when necessary, ensuring comprehensive help was provided at all times.
  • Empowered individuals to overcome challenges and find meaningful employment.
  • Organised group training programmes and resources according to organisation requirements.
  • Promoted positive attitudes towards work search activities among unemployed individuals through regular group discussions.
  • Identified individuals' strengths and weaknesses for tailored career guidance.
  • Provided ongoing support, leading to sustained employment retention.
  • Managed and maintained varied caseloads, achieving personal performance targets.
  • Maintained up-to-date knowledge of HR legislation for continued regulatory compliance.
  • Motivated individuals to increase aspirations and improve employment outcomes.
  • Built strong professional relationships, maximising engagement with coaching schemes.
  • Liaised with educational institutions for provision of vocational courses to increase clients' skillsets.
  • Remained knowledgeable in current support provisions for helpful customer advice.
  • Assessed employee capabilities and development areas to maximise individual potential.
  • Personalised coaching plans to meet individual, team and business development goals.
  • Referred individuals to external learning and support providers for improved growth.
  • Conducted workshops to enhance job seekers' skills.
  • Evaluated client feedback to develop services and enhance learning outcomes.
  • Actively listened to clients' needs and concerns, facilitating improved communication and trust-building.
  • Monitored progress of each client regularly, ensuring they were on track towards achieving their career goals.
  • Addressed issues related to unemployment by offering practical solutions.
  • Advised on CV writing techniques and interview strategies leading to increased success rates for job applications.
  • Explained complex information clearly and concisely to increase customer comprehension.
  • Provided one-to-one coaching sessions to identify relevant training opportunities.
  • Identified barriers to employment and designed strategies for overcoming them, increasing chances of securing jobs.
  • Handled difficult situations calmly and professionally, resulting in satisfactory resolutions.
  • Stayed current on processes and procedures to offer relevant assistance.
  • Carried out day-to-day duties accurately and efficiently.
  • Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
  • Delivered services to customer locations within target timeframes.
  • Cleaned work areas and equipment to maintain faultless hygiene standards.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Handled high-volume telephone and email enquiries to minimise backlogs.
  • Improved efficiency and productivity by acquiring new skills.

public services customer advisor

department for work and pensions
London, City of London
09.2004 - 09.2006
  • Provided accurate waiting times and oversaw waiting lists.
  • Greeted and directed visitors, creating positive and welcoming first impression.
  • Resolved customer issues calmly and professionally to maintain satisfaction.
  • Adapted quickly to varying customer volumes maintaining high standards even during busy periods.
  • Boosted first impression for customers by maintaining clean and orderly front-of-house area.
  • Followed scripts when answering common customer questions.
  • Correctly identified client needs, providing tailored, personalised guidance to ensure outstanding customer experiences.
  • Managed high-volume customer enquiries across various channels, delivering helpful, timely and professional service.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Used in-depth product understanding to answer customer questions knowledgeably.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Followed up customer queries to check provided solutions met expectations.
  • Set up appointments for customers and entered work tickets to obtain needed services for clients.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Escalated unresolved issues within appropriate channels guaranteeing timely resolution.
  • Resolved customer complaints effectively, maintaining brand reputation.
  • Prepared letters, information sheets and order documentation and distributed to clients.
  • Stayed updated on company policies, enabling accurate information dissemination to customers.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Implemented feedback from customers to improve services offered.
  • Managed large volumes of incoming calls for efficient customer service operations.
  • Built positive customer rapport through friendly, professional communication.
  • Asked probing questions of clients to understand needs and identify actionable requirements.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Offered friendly, efficient customer service and handled challenging situations with ease.

Team leader - service delivery

department for work and pensions
London, City of London
05.1993 - 09.2004
  • Facilitated communication between government agencies, citizens and businesses.
  • Handled complaints with a professional demeanour, resolved issues effectively.
  • Collaborated with multiple departments, ensured alignment of objectives.
  • Outlined recommendations in detailed reports founded on data-driven insights.
  • Improved public satisfaction by providing excellent customer service.
  • Conducted regular staff training sessions, enhanced workforce capabilities.
  • Collaborated cross-functionally to evaluate and mitigate interactions.
  • Evaluated policies for technical feasibility and potential constraints.
  • Assisted in resolving conflicts amongst staff members, promoted harmonious work environment.
  • Compared current programme operations against policies and highlighted gaps.
  • Managed internal communications for streamlined office operations.
  • Contributed to policy development with comprehensive research and analysis.
  • Implemented new policies to improve public services' quality.
  • Devised strategies for improved service delivery to the public.
  • Developed threat and risk assessments with ranked response options.
  • Led weekly team meetings to promote open communication.
  • Maintained detailed records to ensure transparency and accountability.
  • Ensured compliance with governmental regulations in all procedures conducted.
  • Developed efficient filing systems for easy access of information.
  • Facilitated inter-departmental communication, optimised resource allocation.
  • Oversaw implementation of new policies and adapted plans to meet overall objectives.
  • Built positive relationships with local representatives to stay current on needs and understand policy impacts.
  • Encouraged dialogue about policy changes, leveraging information to better target initiatives and serve identified needs.
  • Successfully delivered on tasks within tight deadlines.
  • Stayed current on processes and procedures to offer relevant assistance.
  • Oversaw daily operations to achieve high productivity levels.
  • Reviewed customer history to recommend appropriate products and services.
  • Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
  • Handled high-volume telephone and email enquiries to minimise backlogs.
  • Supported team by demonstrating respect and willingness to help.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Increased customer satisfaction by resolving issues.
  • Managed teams by overseeing hiring, training and professional growth of employees.
  • Designed digital and print materials to engage audiences.
  • Wrote reports outlining project progress and results.
  • Engaged with stakeholders to build relationships and brand awareness.
  • Delivered high-quality results within budget and timeframe targets.

Clerical officer for public service operations

department for work and pensions
London, City of London
02.1986 - 05.1993
  • Answered inbound phone calls, resulting in excellent customer service provided to clients.
  • Handled correspondence with prompt response times..
  • Input data manually or by scanning documentation using office equipment.
  • Handled incoming post, ensuring timely distribution,.
  • Improved customer satisfaction with courteous telephone manners.
  • Optimised storage systems to maintain security and comply with applicable regulations.
  • Completed administrative tasks to support department functions.
  • Supported compliance with regulatory requirements and legal restrictions to reduce corporate risk
  • Took minutes and thorough notes in meetings for distribution.
  • Ensured accuracy with meticulous data entry tasks.
  • Responded to telephone enquiries from clients, vendors and members of public.
  • Assisted clients with daily enquiries and addressed incoming correspondence to maintain timely responses.
  • Prepared and delivered case notes for different individual or team needs.
  • Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Carried out day-to-day duties accurately and efficiently.
  • Handled high volume calls to address customer inquiries and concerns.
  • Consistently arrived at work on time and ready to start immediately.

Education

GCSEs - Physics,Maths, Statistics, English Literature, English Language, Geography, Graphical communications

John Roan School
London
09.1977 - 06.1983

Skills

  • Computer literacy
  • Time efficiency
  • Team player
  • Assertiveness
  • Motivational
  • Time-management
  • Professionalism
  • Effective communication

Affiliations

  • current affairs, political news, cultures and religions of the World

Accomplishments

In 2012 I received a district award for South London work coaches for performance in placing customers into work over the operational year

Certification

City and Guilds level 4 certificate in managing the delivery of services to customers (operational delivery) - awarded June 2021

References

References available upon request.

Timeline

Work coach

department for work and pensions
09.2006 - 06.2024

public services customer advisor

department for work and pensions
09.2004 - 09.2006

Team leader - service delivery

department for work and pensions
05.1993 - 09.2004

Clerical officer for public service operations

department for work and pensions
02.1986 - 05.1993

GCSEs - Physics,Maths, Statistics, English Literature, English Language, Geography, Graphical communications

John Roan School
09.1977 - 06.1983

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