Emma Raddall

Experience

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  Aviva Insurance UK Limited

  Apr 2019 - Jul 2021

  Customer Service Advisor

  Throughout my time working for Aviva, I adhered strongly to the core values of the company. Focus was placed on continually providing a high-quality service to each customer, maintaining customer satisfaction through all stages of the claims process. This was predominantly an administrative role, working as part of the wider team and as an individual contributor; oftentimes I had the sole responsibility for team printing and pending claims. The role required the ability to understand a variety of customer needs, through excellent verbal and written communication. As well, I gained appropriate knowledge to triage customer calls appropriately; this encouraged efficient decision-making and problem-solving. I supported customers with their variety of needs, through sensitive and stressful circumstances, further enhancing my ability to empathise with a range of people. As customer service advisor, trustworthiness and being a conversationalist were also vital. I advanced my confidence in working with a range of computer systems, including Microsoft, completing an extensive amount of admin, balanced with phone work. Working at a consistent fast pace. Show less

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  Your Health- NHS

  Aug 2021 - Feb 2024

  Worked within primary care in the prevention, wellbeing, and recovery team, also working for a multidisciplinary team within the York East PCN. The role also required vast lone working. I worked by supporting patients experiencing low-moderate level mental health struggles, of a wide variety, to recover from a state of ‘surviving to thriving’. I provided 1:1, person-centred support over a 12-week period, to explore ways in which individuals can take control of their mental health and wellbeing, discussing any contributing factors to their wellbeing and ways of improving their quality of life. The role required empathy and excellent communication skills, verbally and non-verbally, to actively listen to patients going through challenging times and provide guidance to improve emotional wellbeing. Individuals are equipped with motivation, confidence and tools (such as resources, signposting, information) to self-manage their symptoms. Focus was placed on patient goals and a collaborative development of action plans which place emphasis on positive behavioural/lifestyle changes of clients. The service I offered utilised a holistic approach to recovery. Patient success was demonstrated by a high improvement rate measured by the recovery star tool. Additionally, I chaired CMHT MDTs with GPs and other mental health workers, exemplifying my ability to work as a team and engage in leadership. I navigated my own diary, managing conflicting demands, in a fast-paced environment, therefore I pride myself on effective time-management. Show less I worked within a PCN and multidisciplinary team, regularly corresponding with stakeholders. I supported patients with a broad range of non-medical needs, including social, practical, and emotional needs. I adopted a holistic approach, looking at ‘what matters to me’ for each patient. Using motivational techniques, individuals could identify key goals and motivations for positive behaviour change. Having an extensive awareness of the local VCSE sector, local authority, adult social care, citizen’s advice and many other services/organisations, allowed for appropriate signposting and referrals to help each patient with their varying needs. I also actively conducted asset mapping, liaising with such organisations to network and build strong relationships; hosting service talks to enable greater provision for referrals to support the wider community. Through partaking in MDTs with GP practice staff, connections were made, which enhanced referral pathways. This role gave me insight into how to use various clinical systems and a wider range of IT systems, building on my pre-existing IT skills. I completed vast administrative work, including but not limited to, monthly reports, case studies, responding to a range of emails. Show less

  • Mental Health and Wellbeing Coach

    Mar 2022 - Feb 2024

  • Social Prescriber

    Aug 2021 - Mar 2022
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  HELP ON YOUR DOORSTEP

  Mar 2023 - Feb 2024

  Social Prescribing Link Worker

  Help on Your Doorstep is a community-based Islington charity which supports with individual and community wellbeing. In this role, I support patients referred by GPs, taking a holistic stance to each individual. I work closely with the Connect and Good Neighbours Scheme teams to provide the best person-centred support and I am required to have a vast awareness of our local partners who can support with a wide range of needs and goals of individual patients, of which I can signpost and refer to. As Social Prescriber, I focusing on what matters to each individual, then guiding them to reach their goals through regular 1:1 sessions, enhancing overall health and wellbeing. My ability to work in a fast-paced environment is key as Social Prescriber, as I manage a high caseload alongside an array of administration work, encouraging strict organisational skills. Show less

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  Io consulting

  Feb 2024 - now

  HR and Team Administrator