KEY ACHIEVEMENTS• Successfully supporting service users and clinical staff withimpartiality, sensitivity and tact, efficiently resolving issues• Working flexibly to deliver bespoke, high-quality emotional andpractical support in crisis scenarios•Accurately recording data and providing written reports within agreed timescales.• Proactively identifying fundraising and business developmentopportunities, presenting to DMWS executivesRESPONSIBILITIES• Confidently communicating with colleagues and managers, offeringa ‘listening ear’, seeking advice and sharing expertise; engaging in peerreviews and self-evaluations to enhance best practice• Authoring detailed documentation, to meet client welfare needs incases of ill-health, bereavement, and accommodation applications• Consolidating large volumes of data into concise reports, meetingtight deadlines and finding effective resolutions• Liaising with, advising and briefing external stakeholders, hospitals,NHS CCGs, and overseas medical centres• Monitoring and mitigating risks/safeguarding concerns with the AreaManager; implementing robust support strategies and clearassessments, of children and vulnerable adults• Maintaining compliance with company policies, data protection andconfidentiality rules when in possession of sensitive information

KEY ACHIEVEMENTS• Led efficiency improvements across the department: sourcing,purchasing and deploying new IT equipment and software• Successfully completed a data protection audit of the organisation and implemented new processes/policies to ensure compliance with GDPR• Collaborated with the Operations Director to recruit talent, andprovide induction training to Central Office Administrators• Successfully organised travel and accommodation for biannualtraining events, negotiating invoices to minimise costs• Built positive working relationships with colleagues, key seniormilitary personnel, partner charities, IT consultants andother agenciesRESPONSIBILITIES• Distributed workloads and reprioritised tasks to promote the smoothand efficient running of the Central Office • Acted as primary point of contact for all site administrative matters,including: security clearance, health and safety, and DefenceInformation Infrastructure (DII) access• Wrote pragmatic, practicable policies and procedures involving dataprotection, health and safety, and IT usage• Fully accountable for IT equipment, liaising with external suppliers,to troubleshoot technologies and update documentation• Designated data protection officer (DPO), upholding regulations and monitoring internal compliance, reporting to the highest management level• Managed insurance policies, contracts, accounts and the AssetRegister, providing appropriate coverage for AFF operations• Presented at annual review meetings, training programmes andevents, communicating with directors and executives• Supported the Operations Director, administering monthly payroll,recording staff holidays, TOIL and sick leave

KEY ACHIEVEMENTS• Organised, planned and risk assessed major AFF events including:biennial International Families Conferences, and royal visits from theDuchess of Gloucester• Empowered and coached administrators to reach full potential and progress in the organisation• Oversaw Project Hyperion, a major change management scheme,relocating AFF Central Office to HQ Army Andover, completing themove on time and on budget, minimising disruption to the businessRESPONSIBILITIES• Efficiently ran the office on a day to day basis, giving direction to Central Office Administrators • Offered comprehensive PA support to the Chief Executive andBranch Directors; scheduling appointments, taking minutes, managingemail communications, and booking travel• Efficiently resolved and monitored enquiries aligned with companypolicies; recording all information in databases and reporting anyissues to the Chief Executive and GB Director• Carried out HR and financial management functions: recruiting,training and performance auditing staff; reviewing expense claims;completing HMRC paperwork; coordinating PC, payroll and PAYEprocesses

KEY ACHIEVEMENTS•Managed communications, providing excellent customer service byphone, email and post • Provided high quality clerical services, advice and informationincluding: ordering new supplies, scheduling meetings, taking minutes,escorting visitors, and resolving queries• Coordinated travel arrangements for senior management;researching and securing venue hire, and travel deals