Open to opportunities

Faith Aliku

@faithaliku

Customer service and operations professional with NHS leadership experience, specialising in complex case management, service improvement and stakehol

United Kingdom

Message

What I'm looking for

I’m looking for an NHS leadership role where I can lead patient advocacy, resolve complex complaints, and use insight reports to drive service redesigns—mentoring teams and partnering with clinical and operational colleagues.

I am a customer operations and service improvement professional with experience leading teams, managing complex casework and delivering high-quality customer support within the NHS.

Most recently, I worked as Coordinator within the Patient Advice and Liaison Service (P.A.L.S.) at Queen Alexandra Hospital, where I supervised a team, oversaw complex patient concerns, ensured cases were managed within agreed timeframes, and worked with clinical and operational teams to resolve sensitive issues.

My experience includes complaints handling, stakeholder management, case coordination, service reporting, training and coaching colleagues, and maintaining high standards of confidentiality and compliance. I enjoy identifying recurring issues, improving processes, and helping organisations deliver better customer experiences through clear communication and collaborative working.

Alongside my NHS experience, I hold an MSc in International Marketing from the University of Portsmouth, giving me a strong understanding of customer behaviour, digital communication and business strategy. I am particularly interested in customer success, operations, service delivery, healthcare, and remote-first companies where I can combine analytical thinking with empathy to improve customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Deputy Manager, PALS

Current

Queen Alexandra Hospital

Feb 2025 - Present (1 year 6 months)

Lead resolution of complex patient concerns for PALS, handling an average of 50 enquiries weekly with a 95% resolution rate within agreed timeframes. Supervise four PALS officers, produce monthly insight reports, and support three service redesigns by translating recurring feedback themes into operational changes.

Patient Advice And Liaison Service (PALS)Complaint Resolution Team Leadership Service Improvement Data Reporting Stakeholder Engagement Confidentiality Escalation Management

Medical Secretary

Queen Alexandra Hospital

Jul 2024 - Feb 2025 (7 months)

Managed clinical correspondence for two consultants, transcribing over 300 dictations and reports with 98% accuracy. Coordinated clinic scheduling to ensure full consultant diary coverage and responded to 15–20 patient enquiries daily, maintaining accurate electronic medical records in NHS systems (e.g., eReferral, Lorenzo).

Medical Administration Appointment Scheduling Medical Record Systems Lorenzo

Healthcare Support Worker

Queen Alexandra Hospital

Aug 2023 - Jun 2024 (10 months)

Provided direct personal care to an average of 15 patients per shift, supporting mobility, hygiene, feeding, and daily wellbeing. Recorded vital signs with 99% accuracy, supported ward procedures and equipment setup, and helped reduce infection incidents by 10% over 6 months through safe care practices.

Personal Care Vital Signs Monitoring Patient Safety Infection Control Ward Support Setup Documentation Safeguarding Awareness

Administrative Assistant

Red Oak Foods

Apr 2021 - Mar 2022 (11 months)

Managed senior executives’ calendars, meeting coordination, and travel arrangements, and prepared reports and presentations with accurate formatting. Served as first point of contact for clients and visitors and handled confidential information with professionalism.

Calendar Management Meeting Coordination Travel Coordination Report Writing Customer Service Confidentiality Administrative Support