Sandra Morton

Experience

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  Shelter

  Apr 2013 - Mar 2014

  Paralegal

  Providing face to face legal advice to clients who were homeless or threatened with homelessness. Preparing challenges to decisions made by local authorities under the Housing Act 1996; negotiating with private landlords, social landlords and hostels in relation to threatened eviction; preparing and submitting applications to the County Court with supporting documentation; evaluating proof of income for legal aid purposes and completion of legal aid documentation; instructing Counsel and attending Court when appropriate. Show less

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  The Royal British Legion

  Apr 2014 - Mar 2016

  Case Officer for West Sussex and Surrey

  Sole responsibility for management of requests for welfare assistance from the armed forces community within these two counties. Duties include undertaking visits to beneficiaries’ homes; assessing applications in line with TRBL welfare policy; liaising with internal teams and external suppliers in relation to grants for goods and services; making funding decisions on requests for financial assistance; networking with other statutory and welfare organisations; advising beneficiaries on statutory and other support; preparing and delivering presentations on the welfare work of TRBL; supporting and managing volunteer case workers; and preparing and delivering training for volunteer case workers. Show less

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  Major Charity Retailer

  Mar 2016 - Oct 2018

  Retail Customer Service Manager

  Managing the customer service function of the UK’s largest charity retailer comprising over 730 shops and stores with an annual gross turnover of £190m. Managing a team of 10 staff addressing around 2,000 customer contacts monthly; producing and delivering training to field staff on customer service and consumer law; being an escalation point for more serious customer complaints; ensuring compliance with relevant trading legislation; managing a budget for customer refunds; establishment and population of customer service areas on both internal and customer-facing websites; administering the mystery shopping programme; responding to online reviews; data reporting to senior management; networking with other directorates within BHF and the retail operations team; providing insight into customer service matters; identifying trends in customer feedback and working with other teams on improvements in processes, policy and training to address common issues; and identifying appropriate channels for cascading guidance and communications. Show less

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  British Heart Foundation

  Mar 2016 - Dec 2023

  • Legacy Manager

    Aug 2019 - Dec 2023

  • Council Partnerships Manager

    Oct 2018 - Aug 2019

  • Retail Customer Service Manager

    Mar 2016 - Oct 2018
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  Civil Aviation Authority

  Jan 2024 - now

  • Manager. Consumer Policy & Enforcement

    Jan 2025 - now

  • Lead Compliance Officer

    Jan 2024 - Dec 2024