Susan Bennett
Cannock,Staffordshire
Summary
Highly skilled professional with extensive expertise in documentation and reporting, time management, and administration. Demonstrates strong interpersonal skills, effective listening, and exceptional communication abilities. Proficient in records management, data input, and multitasking with a focus on prioritisation. Adept at counselling, mentoring, and providing benefit advice while maintaining client confidentiality and adhering to ethical standards. Experienced in staff training, CRM systems, and customer relationship management software. Exhibits cross-cultural sensitivity and conflict resolution capabilities. Proven leadership proficiencies with strategic planning and team-building skills. Resourceful problem-solver who remains calm under pressure. Mastery of Microsoft Office Suite and Google Workspace enhances efficiency in all tasks undertaken. Committed to ethical practice awareness and delivering constructive feedback to foster professional growth.
Overview
37
37
years of professional experience
10
10
years of post-secondary education
1
1
Certification
Work history
Help To Claim Adviser
Citizens Advice
10.2023 - 09.2025
- Providing advice and support via telephone and web chat to clients regarding Universal Credit and associated benefits. Supporting clients to navigate the Department for Work and Pensions (DWP) to apply and receive Universal Credit (UC). The service supports clients with their initial application for Universal Credit up until the first correct payment. The clients are supported through the application process including facilitating conference calls with the DWP. I also complete benefit calculations and counsel the clients not only on their entitlement to benefits but also when to apply to maximise their award.
- Maintain the client’s case notes and produce a comprehensive report of the conversation, advice and outcome for each individual, working within time frames and adhering to current legislation. Working within GDPR guidelines at all times.
- Citizens Advice has recently moved to a new version of Web Chat and I have been appointed the Change Champion, attending weekly meetings to share good practice and feeding back updates to my team and line managers. This role also included becoming the trainer for my team enabling a smooth transition into the new system and answering their queries.
- Provided comprehensive advice to clients regarding benefits and entitlements.
- Assisted clients in completing claims and navigating complex application processes.
- Developed and maintained knowledge of welfare rights and social security systems.
- Collaborated with external organisations to enhance support services for clients.
- Trained new staff members on best practices and effective client engagement strategies.
- Resolved client queries efficiently, ensuring a high standard of service delivery.
- Engaged in community outreach initiatives to raise awareness of available support.
- Documented client interactions accurately to maintain compliance with organisational policies.
Teaching Assistant/Admin duties
Heath Hayes Academy
12.2022 - 10.2023
- Teaching Assistant with administration duties. Duties include maintaining pupil records (hard copies and digital) while assessing pupil’s progress and inputting data. Liaising with class teacher and outside professionals regarding the child’s progress and any safeguarding concerns that may occur. Responsible for supporting the class teacher with the delivery of lessons and deputise for the teacher on occasions when required. Responding to parents and outside agencies by phone, email or in person.
- Assisted teachers in planning and delivering engaging lessons for diverse learners.
- Organised classroom resources and materials to enhance student learning experiences.
- Supported administrative functions including scheduling meetings and maintaining records.
- Collaborated with staff to implement school policies and improve student engagement.
- Facilitated communication between teachers, students, and parents to ensure smooth operations.
- Conducted assessments and monitored student progress to provide valuable feedback.
- Developed and maintained a positive classroom environment conducive to learning.
- Participated in professional development workshops to enhance teaching support skills.
- Improved student engagement by utilising interactive learning techniques.
- Prepared classroom materials to facilitate efficient lessons.
- Maintained up-to-date records of pupil progress, tracking individual development effectively.
- Assisted in lesson planning for effective curriculum delivery.
- Participated in parent-teacher meetings to discuss student progress and potential improvements.
Teaching Assistant/Admin duties
St Joseph’s Catholic School
Cannock, Staffordshire
09.2020 - 12.2022
- Assisting children with their learning. Maintenance of the school library. Associated admin tasks such as assessment resource materials. Marking and assessing tests/work. Prioritising workload to ensure all areas are up to date. Supervising pupils in the absence of the class teacher.
- Mentored new teaching assistants by providing guidance and sharing effective teaching strategies to improve classroom management.
- Maintained communication with parents and guardians regarding student performance and classroom activities to foster partnerships.
- Encouraged pupil autonomy through guided independent study initiatives.
- Led small group sessions for enhanced focus on challenging topics.
Teaching Assistant
Crowmarsh Gifford C of E Primary School
Crowmarsh Gifford, Oxfordshire
01.2017 - 01.2020
- Liaised with parents and carers regarding their children. Weekly planning sessions to devise and implement developmentally appropriate lessons. Mastered learning concepts through student one-on-one and small group work. Assisting in marking and setting weekly phonics, spellings, homework and maintained routine pupil records. Measured pupils’ progress using developmental screenings. Created individualised reading learning strategies. Delivered social, emotional, intellectual, and physical development through age-appropriate activities.
- Managed library operations by coordinating resources and services to enhance user experience.
- Conducted research assistance sessions to guide users in accessing and utilising library resources.
- Trained and mentored junior staff on best practices in customer service and library management.
- Utilised library management systems to streamline cataloguing and circulation processes effectively.
Teaching Assistant/Admin duties
GEMS Academy
09.2016 - 02.2017
- Assisted teachers in delivering engaging lesson plans and managing classroom activities.
- Organised educational resources and materials to support effective teaching and learning.
- Coordinated schedules and appointments for students and staff to ensure smooth operations.
- Provided administrative support including data entry and maintenance of student records.
Teaching Assistant/Admin duties
Akrotiri Primary School, Cyprus
10.2013 - 08.2016
- Facilitated effective communication among staff, students, and parents to promote a cohesive learning environment.
- Coordinated administrative tasks, including meeting scheduling and correspondence management.
- Assisted teachers in classroom management and supported student engagement during lessons.
- Organised educational resources to enhance lesson delivery and improve student learning experiences.
- Led library operations, overseeing reading sessions for all age groups.
- Maintained the Dewey Decimal System to ensure efficient resource retrieval.
- Managed Junior Librarian CRM to streamline library activities.
Teaching Assistant/Admin duties
Wittering Primary School
09.2011 - 08.2013
- Assisted in implementation of educational strategies to enhance student learning experiences.
- Organised classroom materials and resources to support effective lesson delivery for teachers.
- Facilitated communication between educators, students, and parents to address academic concerns.
- Coordinated schedules for classroom activities and events to ensure smooth operation of daily routines.
Teaching Assistant/Admin duties
RAF Benson Primary School
01.2006 - 08.2011
- Coordinated administrative tasks, including scheduling meetings and managing correspondence.
- Assisted educators with preparation of learning materials for classroom activities.
- Organised classroom environments to promote engaging learning experiences.
- Provided academic support to students by addressing inquiries and offering guidance.
- Arranged and attended Annual Reviews as Special Educational Needs Coordinator to advocate for children's needs.
- Completed associated paperwork and collaborated with parents and staff to ensure inclusive education.
- Supported class teacher in planning and delivering lessons to both small groups and entire classes.
Keyworker/Deputy SENCo
Innsworth Playgroup
03.2004 - 12.2006
- Developed tailored support plans for children with special educational needs.
- Collaborated with parents and educators to ensure effective communication.
- Facilitated training sessions for staff on best practices in SEN support.
- Monitored progress of children, adjusting strategies to meet individual needs.
Registered Childminder
SSAFA Germany
06.2000 - 09.2003
- Provided nurturing care for children ensuring their safety and well-being.
- Designed engaging educational activities that promoted children's development and learning.
- Established strong relationships with parents by maintaining open communication about children's progress.
- Implemented routines that supported children's emotional and social development.
- Facilitated playgroup sessions encouraging teamwork and cooperation among children.
- Monitored children's behaviour and addressed any issues in a constructive manner.
- Maintained accurate records of children's activities, progress, and attendance.
Senior Finance Clerk
British Army (Civilian post)
06.1996 - 07.1999
- Managed financial records and ensured compliance with auditing standards.
- Coordinated budget preparation and monitored expenditure to maintain accuracy.
- Implemented process improvements to enhance efficiency in financial operations.
- Trained junior finance clerks on accounting procedures and financial software.
- Collaborated with cross-functional teams to streamline financial workflows.
- Reviewed and reconciled accounts to identify discrepancies and resolve issues.
Admin Officer
Civil Service
06.1989 - 06.1996
- Streamlined operations by managing administrative tasks for increased efficiency.
- Coordinated schedules and appointments for senior management to optimise time utilisation.
- Developed and maintained filing systems for easy access to critical documents.
- Facilitated interdepartmental communication to enhance collaboration and information sharing.
- Oversaw a team of 12 staff members, monitoring progress and fulfilling HR responsibilities.
Counter Clerk
Post Office
03.1989 - 06.1989
- Processed customer transactions efficiently ensuring accurate handling of cash and postal services.
- Assisted customers with inquiries providing information on services and products offered.
- Managed stock levels and organised inventory to maintain availability of postal supplies.
- Ensured compliance with health and safety regulations whilst maintaining a clean work environment.
Education
O levels/CSEs - English and Maths
O/A Level - Welfare and Society (Social Administration)
Dudley College of Technology
Dudley 09.1985 - 08.1987
A levels - Psychology, Sociology and English (Language & Literature)
Dudley College of Technology
Dudley 09.1985 - 08.1987
BA (Hons)(Open) - English, Religious Studies, Psychology, Education
The Open University
Milton Keynes 01.2007 - 06.2013
Skills
- Documentation and reporting
- Time management
- Administration
- Strong Interpersonal skills
- Records Management
- Data Input
- Multitasking and prioritisation
- Effective Listening
- Flexible
- Counselling skill
- Mentoring
- Report writing
- Benefit advice
- Staff training
- CRM systems
- Customer relationship management software
- Cross-Cultural sensitivity
- Client confidentiality practices
- Ethical standards adherence
- Constructive feedback giving
- Ethical practice awareness
- Conflict resolution capability
- Leadership proficiencies
- Dealing with uncertainty
- Knowledge of legal regulations
- Assertiveness in advising
- Patience and perseverance
- Microsoft office suite mastery
- Efficient time management
- Client Relationship Management
- Exceptional communication
- People Management
- Rapport building
- Relationship Management
- Calm under pressure
- Problem-solving
- Communication skills
- Team building
- Strategic planning
- Leadership
- Resourcefulness
- Google Workspace
Certification
- Business Administration Level 2
- DBS Enhanced Certificate
- Safeguarding & Promoting Welfare of Children
- Emergency First Aid at Work Level 3
- GDPRiS
- CACHE Understanding Children & Young People’s Mental Health Level 2
- Understanding Behaviour that Challenges
- Microsoft Skills course (Word, Powerpoint, Outlook, EXCEL)
- Citizens Advice inhouse training specialising in Universal Credit
Affiliations
- Reading, travelling and walking my dog for exercise and improved mental health
Timeline
Help To Claim Adviser
Citizens Advice
10.2023 - 09.2025
Teaching Assistant/Admin duties
Heath Hayes Academy
12.2022 - 10.2023
Teaching Assistant/Admin duties
St Joseph’s Catholic School
09.2020 - 12.2022
Teaching Assistant
Crowmarsh Gifford C of E Primary School
01.2017 - 01.2020
Teaching Assistant/Admin duties
GEMS Academy
09.2016 - 02.2017
Teaching Assistant/Admin duties
Akrotiri Primary School, Cyprus
10.2013 - 08.2016
Teaching Assistant/Admin duties
Wittering Primary School
09.2011 - 08.2013
BA (Hons)(Open) - English, Religious Studies, Psychology, Education
The Open University
01.2007 - 06.2013
Teaching Assistant/Admin duties
RAF Benson Primary School
01.2006 - 08.2011
Keyworker/Deputy SENCo
Innsworth Playgroup
03.2004 - 12.2006
Registered Childminder
SSAFA Germany
06.2000 - 09.2003
Senior Finance Clerk
British Army (Civilian post)
06.1996 - 07.1999
Admin Officer
Civil Service
06.1989 - 06.1996
Counter Clerk
Post Office
03.1989 - 06.1989
O/A Level - Welfare and Society (Social Administration)
Dudley College of Technology
09.1985 - 08.1987
A levels - Psychology, Sociology and English (Language & Literature)
Dudley College of Technology
09.1985 - 08.1987