Rochelle Mill

Experience

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  Starvale Ltd

  Jan 2010 - Dec 2014

  Restaurant Supervisor

  Responsible for a large team of both front of house and kitchen staff in a high end and very busy restaurant. •Coordinating all team members by clear communication and leadership, facilitating a high standard of service and professionalism whilst operating under a stressful environment. Adhering to strict end of business day operational rota •Ensure appropriate paperwork complete for Health and Safety and Food Standards Agency •Construct weekly staff rota •Stock check and ordering Daily cash up, including all card and cash transactions, accounting for daily expenses and ensuring totals balance •Excellent customer service is highly important; being able to meet all customer demands whilst being both professional and efficient. I strive to provide such service and put the customer at the forefront of my work Maintained 40 plus hours per week, whilst also studying full time for both my degrees, which I feel demonstrates a high work ethic Show less

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  Health All Round

  May 2012 - Apr 2013

  Exercise buddy volunteer

  Worked as an unpaid volunteer at the weekends and evenings for a charity that was committed to aiding vulnerable adults to exercise, boosting their self-confidence and undertaking both individual and group activities. •Exercise buddy •Worked alongside individuals with complex health needs, mental health illness •Paired with 1 individual for 12 weeks and assessed every 4 weeks •Support and facilitate the individual to undertake activities. Provide person centered support and build positive relationships by appropriate communication and actions to obtain end outcome. Show less

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  Independant Contractor, Ltd

  Jan 2015 - Apr 2020

  Complaints Team Manager

  The current project has diversified into various cohorts which has resulted in me developing my skills as a Team Leader. The team consists of contractors and permanent staff with a wide age range, and this has provided challenges but has resulted in my experience being enhanced by dealing with the various situations. I initially shadowed the Team Leader, this allowed me to gain experience in 1-1 meetings, target setting, cohort analysis, time and diary management. These coupled with dual call listening allowed me to provide individual team member feedback and development, and construct training gap plans where appropriate. In addition, I have worked as part of a specialized team for Complaint Handling. Working the end-to-end process with the overall aim to investigate and resolve customer complaints. In this role, I have also had exposure to Business Analysis as I was involved in a BA project specifically for Modelling Business Processes. This role covers: •Support analysis team to improve complaint handling procedure •Stakeholder management•Exposure with BA team, motivated me to obtain BCS International Diploma in Business Analysis •Investigate and resolve customer queries and complaint cases •Operate under Group Complaint Handling Policy (GCHP) and FSA rules •Maintain knowledge of on-going legislative regulatory requirements •Communicate professionally with customers and external stakeholders •Use of both verbal and written skills to communicate fair decisions reached by LBG •Deliver professional and efficient customer service whilst delivering against business and group targets and competency levels • Complaints analysis using our Complaints Management System and Excel to record new/ re-opened and closed complaints, producing daily reports •Ability to manipulate, analyse and interpret both financial and business data •Proficient with Microsoft Office, particularly Excel which I use on a daily basis for reporting and analysis. Show less

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  NHS

  May 2021 - now

  Complaints and Feedback Officer