Rhianna Parfitt

During my time spent in my current role in Welsh Government buildings, I have developed excellent customer services skills. I recognise the importance of being courteous and professional, when dealing with members of the public, ministers and ambassadors from other countries as they attend for meetings and the workplace. It is vitally important to have excellent communication skills and to listen and advise clearly as required. I can problem solve and support customers who are frustrated or disappointed in the service they have received by resolving and managing difficulties as they arise. I have developed the confidence to calmly listen and understand the customer's perspective. I have found that I can find a solution that best fits the needs of the customer and does not have a negative impact on the service provided. I can communicate efficiently with customers to assess the need of the customer and individually taylor the service I provide to ensure the service offered fit their individual and personal needs. I recognise the importance of following workplace policies, protocols and guidelines to signpost direct to the appropriate service that fits their requirements. I recognise that every individual is different and can adjust my communication to fit their needs, using oral or written styles as required, I am able to work effectively and proactively with people with disabilities and pride myself on being able to adjust and be flexible in meeting the needs of the customer with whom I am communicating. It is important that the service provided meets the needs of the customer and I am always keen and interested in developing skills to do this more effectively. I am able to use my skills in compassion and empathy to fully understand the customers perspective and am keen to learn new skills to further develop this strength.

I can support all clients both verbally and written, sending emails, keeping up to date records and following policies and protocols relating to various departments within the work place. I feel it's important to keep myself informed and to keep myself up to date with local policies and protocols that influence the service being offered to ensure i can offer the best service possible to the service users and to ensure all information I give is accurate and appropriate.  It is important to liaise with the customer to ensure all the information received is accurate and up to date. I am able to input customer data into systems within my current role. It is important to collate and collect missing information to ensure there are no gaps in information relating to the customer. I am able to set goals and structure my agenda to ensure all work is completed in a timely manner. I am able to set dates for review and reassessment of customer files to ensure timelines are met and any work is completed within the required time frames. I can monitor and review cases as required and can undertake any actions that are identified during the monitoring process are completed accurately and audited effectively to ensure a high standard of work. I recognise the importance of having dates to complete and review work being undertaken, but also recognise the need to be flexible to meet the demands of a busy workplace. I feel I can adjust and be flexible in my work, prioritising and rearranging work loads to meet the needs of the service but still completing the work that needs to be completed in a timely manner. I pride myself on ensuring any work I do is of a high standard and meets the expectations of the service.

I am able to work indecently or within the team. I enjoy working collaboratively and using the strengths identified within the team to provide the best service possible. I recognise the importance of reflecting on my own and continuing to evolve and critique my practice to fully reach my personal potential. My goal is to improve the service that I can provide. I recognise that as a team it is important to encourage each other and organise ourselves to ensure we reach a shared goal as well as completing my own goals and workloads. A team is not just one skill but a combination of skills working together to obtain a best outcome for the customers we serve and for the service. I can provide the support to a variety of teams across the organisation and share information as required to ensure compliance and concerns are shared and resolved or escalated appropriately and professionally, documenting my decision making, if indicted to do so.

I am eager to continue progressing within customer services which I enjoy.

As part of this role I am a member of a facilities team as a receptionist and

administrator. This role includes requirements of great customer service, managing

visitors, creating conference bookings, visitor and contractor visitor pass

statistic management to support the safety and security of the building. Moreover,

managing emails and requests for booking meetings for members of staff is a key

aspect of this role. Each administrative is met efficiently using Microsoft skills

and each interaction is met with effective customer service skills using my

bilingual (Welsh and English). Further aspects to my role include securing the

return of keys and bookings of hire cars for internal staff and insuring that

bicycles are secure and recorded on arrival to the building. My current role also

includes overseeing the safety of visitors for social services users when

receiving family court meetings within the building. This includes issuing passes

for specific secure locations within the building as these may be high risk cases.

As I aim to continuously improve my abilities within this role, I have developed

staff rotas and recorded annual leave for staff alongside my manager. I have also

received my fire marshal training and an introductory certificate for British sign

language. As the role is front of house of the building I have a level of

responsibility to ensure health and safety of visitors and office workers;

therefore, I have received acid attack first aid training. Finally I have completed

a facilities level 3 management course with Gower College in order to improve my

knowledge and skills to progress within my career. This course covers in-depth

risk assessments for employee wellbeing and visitor safety, work load management

skills, how to use effective communication in the work place, and processes of

managing suppliers.

From 2019 due to the change in circumstances of the global pandemic COVID-19 my

role changed drastically. As the office I am based in is essential I became a key

worker. As a key worker I took on extra roles to ensure safety and reduce the

spread of COVID-19 within my office. This included improved hygiene standards

(e.g. disinfecting desk spaces, pens, phones, etc.), ensuring staff were wearing

appropriate PPE (including myself) and checking that each individual entering the

building had critical worker certificate to allow the building to work on reduced

staff numbers. Thus, reducing the spread of COVID-19.

A Level in Facilities management

Gower College Swansea - SwanseaSeptember 2020 to May 2022