Ben Barnes

I’m currently working for Mind as a client referral advisor which is an admin role. This is a role where, as
a team, we are the first point of contact for individuals when it comes to accessing the service. The
demand on the service is extremely high and can often involved dealing with people who have never
spoken to anyone about how they feel before.
My responsibilities are as follows:
● To be the first point of contact for the General Public and health professionals and deal with
them in a sensitive and professional manner maintaining confidentiality at all times.
● To manage the client journey from point of referral to booked assessment, including telephone,
online, and professional referrals.
● On occasion it’s necessary to gather sensitive information from clients who may be very
distressed and disclose potential risk to self or others.
● Work closely with Duty Therapist, ensuring appropriate escalation when there is disclosure of
risk-related issues by the client/caller .
● Ensuring that all relevant up to date client information is entered onto the appropriate
database. This may include clinical information which will need to be recorded accurately and
concisely.
● To ensure, where appropriate, processes are followed to book individuals into an assessment
with a therapist.
● Take messages and ensure these reach the appropriate member of staff using agreed
procedures.
● Develop and maintain procedures which support the work of all members of the designated
service team.
● Work collaboratively as part of an integrated team.
● Support the training of all new staff members.
● Work in a very busy environment whilst at the same time monitoring your own well- being.
● Ensure all work is completed within agreed timescales
● To undertake these duties within a framework that recognises the diversity of clients and
encourages quality and opportunity for all.
● To work within Coventry and Warwickshire Mind & NHS policies.
● To participate in supervision, appraisal procedures, team meetings and training as agreed or
directed.
● To undertake such other duties as would be reasonably required for a post of this level of
responsibility, as directed by the Team Leader/Operational Management/Senior Management Team

Windmill Village Hotel.
I have worked at the Windmill Village Hotel in Coventry, the department I worked in was the Golf and
Leisure department and Where I obtained the role of Team Leader, this was another customer facing
role.
My roles on the AM shift were to open the pro shop and ensure everything was put out correctly and in
a professional manner and that the coffee machine and our reception desk was tidy and clean. I then
needed to open the gym and make sure it was a clean space and also a safe space in terms of re-racking
any weights and removing any potential hazards, once the gym was done I’d then move onto the
opening of the pool and take a sample of the water to do chemical tests, if the chemicals were too low or
too high, I’d be responsible for correcting this issue or notifying the duty manager if the issue couldn’t be
resolved.
Here is an overview of roles and responsibilities throughout the day when I was not opening or closing
the club:
● Welcoming and acknowledging all guests; anticipate and address guests' service needs at all
times. Promote a fun and relaxing atmosphere for all guests.
● Be responsible for the supervision & safety of guests and members of the Golf & Leisure Club in
accordance with Company procedures and Health & Safety regulations.
● Ensure that the reception desk is efficiently run and that guest care & satisfaction is a focus
throughout the shift.
● Maintain and manage the Golf & Leisure diary ensuring all bookings are inputted directly upon
receipt and updated when necessary.
● Take inquiries and bookings in an efficient manner and encourage maximum sales revenue for
the overall profitability of the club.
● Ensure usage by members, guests and staff is properly controlled and efficiently recorded.
● Ensure that new member inductions are completed as appropriate.
● Sell and process club memberships along with promoting the clubs services.
● Help and support members with training and development programs in-line with their own
personal requirements.
● Promote facilities with a focus on memberships and achieving forecasted targets.
● Observe activities throughout the facilities and maintain poolside cover as appropriate during
shift.
● Develop classes and lessons throughout the Leisure Club in line with customer and member
needs.
On the PM shift, it was fairly similar to the AM shift as I'd be responsible for the cleaning of the reception
desk, coffee machine and dishwasher . I needed to do a final pool test to make sure the pool chemicals
are suitable to flow through the night for the morning. When the pro shop and the swimming pool area
was clean, I needed to move into the gym to ensure the blue roll and cleaning spray was topped up and
also that no weights were left out. Once happy that all jobs had been done to a professional manner and
everything was set up for the morning, I’d then lock the club up and return the keys to reception, ready
for the AM shift to collect the next morning.

I do this part time on line with my NHS role.

My duties in this role
included opening of the till and inserting the correct float, checking the social media platforms for any
questions or problems that members had come to us with and reply and help them out the best I could. I
was also responsible for checking if we had any appointments due in such as a gym tour or a free trial
and I had to make sure I send a form of confirmation to the person just as a reminder or if they wish to
amend. Throughout the day I would be posting on social media to give members updates of whats going
on in the club and also of any events we had planned. Id make sure to tidy up the weights and Covid
clean the gym as best as possible. This is to show new people around the gym and it made us look
presentable,
different types of outreach whether that be handing out leaflets or getting members of the public
involved in mini games and converting them into prospects. machine lent helping
When closing I had to ensure the gym was tidy and safe for members use
the gone, I also had to cash up the till and fill out the banking to make sure its correct for
next

I have worked for the Co-Operative Food and started out as a sales assistant. This meant me stacking
shelves and mainly serving customers for large parts of the shift. Whilst working at the Co-Op, I recently
received a promotion to Sales Supervisor, this meant me gaining experience working at a faster pace to
meet increasing demands of managers and customers. I have experience of opening and closing the shop
and running my own team to ensure the shop looks the best it can for customers and my colleagues. I
believe in giving the best possible customer service as that is what the customer is paying for and I make
sure my team and I are doing the very best we can in every aspect from respect and customer service to
cleanliness and shop standards.