Victoria Idris

At the Department for Work and Pensions, I managed a caseload of more than 50 customers, coordinating appointments, referrals and follow-up actions. I reviewed evidence, clarified gaps and explained decisions and next steps.

I kept detailed electronic case records of discussions, evidence, decisions and outcomes, providing a clear audit trail. I also coordinated information with colleagues, employers, training providers and partner organisations.

At People in Action, I listen to service users’ concerns and preferences, gather relevant information and coordinate responses. I maintain timely records and follow safeguarding and escalation procedures when concerns arise.

My support work at Dignus Healthcare and customer-service experience at Taco Bell have taught me to communicate respectfully, handle sensitive information with discretion and respond calmly to concerns. I’m interested in supporting the Church of England complaints service through accurate case administration, inclusive communication and timely updates.