Lucy Townsend
@lucytownsend
Customer Service Advisor and Care Assistant with 7 years’ experience delivering empathetic support and fast, friendly solutions.
United KingdomWhat I'm looking for
I bring 7 years of experience across elderly care and office-based customer service, combining patience, empathy, and respect with clear, helpful communication. I’m dependable and adaptable, confident working with people from all walks of life. I focus on building trust—whether that’s with residents and their wellbeing or customers needing quick, accurate answers.
In care roles, I provide person-centred support for individuals living with dementia, including personal care, continence care, and emotional reassurance to reduce anxiety. I assist with mobility, transfers, and safe moving and handling, while supporting meals, nutrition, and hydration. I monitor physical and mental wellbeing and report changes to senior staff or nurses.
Alongside care, I’ve worked as a Customer Service Advisor handling both inbound and outbound calls, booking quotes, and following up to confirm arrangements. I log customer details in the system, resolve enquiries professionally, and meet call and conversion targets in a fast-paced environment. I’m motivated by delivering a positive experience every time.
Experience
Work history, roles, and key accomplishments
Healthcare Assistant
Stable Steps Ltd
Provided person-centred dementia care, supporting residents with personal care, mobility transfers, and use of hoists while maintaining dignity and comfort. Monitored physical and mental wellbeing, followed care plans, and supported nutrition, hydration, and emotional reassurance.
Customer Service Advisor
Leads2trade
Jul 2020 - Oct 2025 (5 years 3 months)
Handled inbound and outbound calls to help customers book quotes, providing clear, accurate information tailored to customer needs. Logged enquiry and booking details in the system and worked toward call and conversion targets in a fast-paced environment.
Care Assistant
Daisy Fields Care
Aug 2020 - Jun 2021 (10 months)
Provided personal care including bathing, dressing, and mobility support, helping residents maintain a safe and comfortable daily routine. Supported meal preparation and feeding, encouraged social engagement, maintained hygiene standards, and reported changes in residents’ wellbeing.
Care Assistant
Abbotsford Care Ltd
May 2020 - Jul 2020 (2 months)
Delivered high-quality personal care while maintaining dignity and respect, supporting residents with daily living activities and companionship. Assisted with meal preparation and feeding to meet dietary needs and helped maintain a safe, clean environment in line with health and safety standards.
Education
Degrees, certifications, and relevant coursework
Wright Robinson Specialist College
GCSE or equivalent, GCSE
2011 - 2016
Completed GCSE studies at Wright Robinson Specialist College in Gorton from 2011 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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