Victoria Smith

Transferred to Health Hero under Transfer Of Undertakings (Protection of Employment) from Shropshire Doctors in October 2025. Responsible for managing the shift both at HQ and overseeing provision of service in the field. Direct managerial responsibility for those on shift both clinical and non clinical workforce and also have day to day line responsibility for my own team of 8 direct reports, My job description and terms and conditions remain the same as when employed by Shropshire Doctors

Managing and overseeing staff over a 24-7 rota pattern during each shift. Responsible for identifying and and ensuring operational levels are maintained by achieving standards and response times are met in a busy pressured environment. Provision of crisis management in times of escalation and disaster recovery situations in line with strict response times and criteria. During out of hours period being the responsible person for health and safety.

To undertake investigations of incidents and complaints and take action in the moment and upon the conclusion of fair investigative processes using all available information. To manage individual teams through appraisal and supervision to include audits and record keeping, accountability and ensuring training and learning and development needs are identified and resolved through mentoring and coaching.

Responsibility for addressing staffing and rota issues to ensure operational needs are met and dealing with staffing issues and shortages with clinical and non clinical staff.

• Despatch clinicians to visits in response to assessed medical needs based on current demand, availability and geography, in line with company guidelines.
• Prioritise and organise calls, appointments and visits based on urgency and importance, adhering to strict time deadlines.
• Supported team by demonstrating respect and willingness to help.
• Use critical thinking to break down problems, evaluate solutions and make decisions.
• Handle high-volume telephone from colleagues, external partners, professionals and members of the public.
• Escalated complex issues to senior staff for swift resolution.
• Remain calm under pressure to professionally handle evolving difficult or urgent situations.
• Built professional relationships with colleagues and have good working relationships across departments.
• Applied critical thinking to analyse problems, evaluate solutions and select best decisions.

• Maintained impeccable condition of properties, monitoring delivery of reactive repairs to deliver high standard of housing in line with laws and regulations.
• Maximised rental income by monitoring and managing rental arrears history.
• Upheld stringent policies, procedures to maintain consistent workplace standards.
• Worked with income recovery team to resolve breaches of tenancies in line with established procedure.
• Owned timely completion of activities involving rent management, property maintenance and community development.
• Developed productive relationships with customers by delivering professional and courteous service.
• Conducted housing inspections to determine cleaning and maintenance needs.
• Liaised with neighbourhood nuisance team to minimise and resolve reported issues quickly.
• Liaised with external organisations to verify compliance with housing law and regulations.
• Managed allocations and voids process to meet organisational targets and service users needs.
• Promptly addressed unacceptable tenant behaviour to ensure smooth housing operations.
• Managed disputes and tenancy complaints to achieve high rate of first-time resolution.
• Offered friendly, efficient customer service and handled challenging situations.

• Addressed account inquiries and provided updated data from CRM software.
• Placed customer orders, providing guidance on product delivery timeframes.
• Communicated with potential and existing customers in-person, over telephone and via webchat.
• Handled customer concerns and complaints to resolve issues and build loyalty.
• Increased customer satisfaction by resolving issues.
• Applied positive customer service approach to increase satisfaction levels.