Parliamentary Officer - Elisha Hart
St Clement
Summary
Public sector professional with experience delivering legislation-based casework and evidence-based decision-making within the Government of Jersey. Skilled in interpreting policy, analysing complex information and managing high-volume workloads in a politically and operationally sensitive environment. Experienced in cross-departmental collaboration, optimising performance and producing accurate written outputs to support effective public service delivery. Now seeking to apply these skills within the Civil Service in Parliamentary Questions, Ministerial Correspondence, Policy Support or Government Coordination.
Overview
11
11
years of professional experience
Work history
Casework Officer (Customer Service Adviser)
Government of Jersey
Saint Helier
2023.12 - 2025.07
- Successfully managed a high-volume caseload of 40–70+ enquiries daily relating to Social Security, Health Benefits and entitlement laws.
- Consistently received accuracy rates of 95% or higher in complicated casework that applied legislation, policy and procedural guidance to assess entitlement, analyse evidence and correct databases.
- Correctly reviewed financial records, medical evidence and contribution histories to determine eligibility while ensuring compliance with legislative requirements.
- Accurately actioned up to 200 processes per day and successfully coordinated case progression across multiple departments.
- Escalated complex casework, policy issues and operational risks, contributing to informed decision-making and continuous service improvement.
- Collaborated confidently with compliance, fraud and specialist teams to investigate complex cases and safeguard public funds.
- Maintained accurate records, audit trails and timely resolution of outstanding actions.
- Produced weekly performance reports identifying operational trends and supporting workload planning.
- Delivered professional support to customers in sensitive circumstances while maintaining accuracy, empathy and procedural compliance.
- Maintained a 5-star customer feedback rating throughout my contract.
Supervisor
Waitrose & Partners
Saint Saviour
2016.10 - 2025.02
- Part-time role throughout my studies and as secondary employment.
- Supervised team of approximately 15 colleagues, ensuring effective operational delivery.
- Planned staffing and resources to meet changing demand and maintain service standards.
- Ensured compliance with company procedures and supported successful audit outcomes.
- Trained and mentored new colleagues while promoting collaborative working.
Store assistant
Le Lievres
Saint Helier
2014.09 - 2016.10
- Delivered excellent customer service, managed financial transactions with accuracy and developed strong communication, organisation and problem-solving skills.
Education
Master of Research - English Literature
University of Liverpool
Liverpool, United Kingdom09.2022
BA (Hons) - English Literature & Ancient History
University of Liverpool
Liverpool, United Kingdom09.2019
Skills
- Legislation and policy interpretation
- Problem-solving
- Critical analysis
- Research and assessment
- Statutory decision-making
- Written and verbal communication
- Cross-departmental resolutions
- Risk identification & escalation
- Productivity reports
- Customer service
- Operational delivery & workload prioritisation
LANGUAGES
English
Native
Spanish
Intermediate
References
References available upon request.
Timeline
Casework Officer (Customer Service Adviser)
Government of Jersey
2023.12 - 2025.07
Supervisor
Waitrose & Partners
2016.10 - 2025.02
Store assistant
Le Lievres
2014.09 - 2016.10
Master of Research - English Literature
University of Liverpool
BA (Hons) - English Literature & Ancient History
University of Liverpool