Alison Eldridge Email & Phone Number

School Aycliffe, GB

North East England

Reporting directly to the Chief Executive having direct line management responsibility for a team of supervisors, paraplanners and administrators. A key aspect of my role is to ensure that the operational support team deliver an excellent service to key stakeholders - our clients, wealth planning advisers, mortgage advisers and senior / sales.

Gosforth

Overall responsibility for the scheduling and co-ordination of TSG chargeable resources, including the creation of projects from orders received via the sales team to final customer delivery. Working closely with managers and staff within the Project Office plus directors and team leads from all other silos in order to streamline project processes. Key.

Stockton On Tees

• Worked closely with key service delivery managers to develop and deliver a new Customer Service Centre. Responsible for the operational link between customers, customer service representatives, tenancy officers.
• The management, organisation and co-ordination of the day to day duties of the customer service team, ensuring delivery of the highest standards of services to customers
• Ensured customer enquiries were dealt with by planning resources; assessed and developed the team effectively through ongoing coaching, training and motivation achieving required performance standards
• Introduced differentiated service levels for the segmented customer basis and service customers according to measured standards
• Influenced the commercial business model and how we interacted with customers on pro-active initiatives, based on the in-depth understanding and interpretation of customer and business expectations
• Continuous Improvement - Established processes to continuously benchmark the department against best-in-class leaders

Brewin Dolphin

• Overall operational responsibility for the administration of client holdings transferred both into and out of the company. Responsible for controlling the financial budgets as well as handling all forecasting and.
• Led and directed a team of Account Managers and Administrators including all handling all HR recruitment and selection functions as well as delivering induction and additional training
• Resource and Capacity planning (both short and long term), included handling daily workload planning along with key members of the department
• Conducted staff appraisals and development reviews including developing career progression plans and performance improvement plans; also handled absence monitoring and management
• Daily, weekly and monthly MI reporting up to Board level; also chaired the weekly executive level stock control meetings in addition to attending weekly conference calls with heads of office to discuss key business.
• Provided representation to the department during external and FCA auditsKey achievements:

Brewin Dolphin

• Worked closely with a team of Directors to manage specific and unique projects involving System Migration. This also included a Client Pricing and Proposition programme involving analysis of 90,000 clients for the.
• Led and managed the team, prioritising work, allocating appropriate resources and dealing with problems to ensure deliverables were met as well as ensuring the delivery of excellent customer service at all times
• Managed the collation of information for the Weekly Business Support Project Plan (BSPP) and undertook analysis the for accuracy before releasing it to the Group Steering Committees
• Prepared statistical data for the purpose of M.I. which was distributed to Key Stakeholders, Senior Management and Directors
• Proposed direction relating to Key Management Initiatives to ensure that resourcing issues were resolved
• Led and managed the team on a daily basis to identify and resolve issues including monitoring data validity and providing daily progress flagging potential risks and providing recommendations to minimise

Newcastle Upon Tyne, United Kingdom

• Worked closely with senior managers and directors to deliver a specific and unique project (the largest ever of its kind) that involved the movement and integration of 30 Million customer’s data from one IT platform to.
• Led and directed a team of three team leaders and 50 colleagues as well as deputised for the Operations Director when required; also handled team recruitment
• Controlled financial budgets, all forecasting and capacity planning, to ensure that future targets were achieved
• Worked alongside senior project managers to develop a strong risk matrix as well as leading quarterly reviews
• Coached and mentored Team Champions within the department whose focus highlighted major issues for the site, which included Risk, Continuous Improvement, Gemba, Lean and 5’s and TCF (Treating Customers Fairly)
• Handled change management functions throughout all stages of the process; this included managing several disciplinary matters and working closely with union representatives to minimise any potential negative consequences

Darlington, United Kingdom

• Set up and managed own business which provided catering services for a wide range of Corporate / Council events nationwide (including marquee and silver service catering)
• Handled all aspects including new business acquisition through sales and tendering as well as developing and maintaining business relationships
• Operational management responsibilities spanned resource planning, supplier selection and ordering in addition to handling associated administration
• Recruited and trained event teams as well as coordinating operations during events
• Additionally ensured ongoing compliance of the business with food hygiene and safety regulations, including completing risk assessments and managing all relevant documentation
• Managed finances and budget for the business, including budget management, cost control and financial forecasting; also monitored and managed stock levels

Darlington, United Kingdom

Led and directed 30 colleagues, split in two teams, covering call centre and correspondence administrative duties with a focus on resolving the most serious customer issues in order to retain business

Education record

Education record