Office Manager / PA to Director

• Oversee the day to day running of a fast paced, industrial recruitment agency• Office/people manage a company of 23 employees including consultants, admin staff, branch managers & sales executives• Responsible for all internal recruitment; resourcing, shortlisting, interviewing, and hiring• Manage the company holiday and sickness calendar• Carry out internal HR protocols, including but not limited to; issuing offer letters, contracts, return to work, one-to-ones, assisting with disciplinary and grievances• Manage and maintain all office procurement including IT/desk equipment, company phones, office stationary, furniture and other consumables• Oversee the management of the finance teams email inbox for payroll and queries.• Hold daily and weekly meetings with recruitment teams and branch managers• Report to the directors with daily and weekly updates in senior management meetings• Cover the company directors in their absence • Creating and delivering of all training for the development of teams and new starters• Complaint / resolution management (internal and external)• Data analysis, reporting and management a highly target driven sales environment In mid 2022 I project managed the FC Workforce office relocation and expansion from a 10 person office to a new space to accommodate 30 staff. This included instructing and coordinating all electrical, telecoms and IT works to be completed. Source and order of all office furniture. Liaising with all contractors and suppliers.

Prior to becoming Office Manager I was part of the Finance team. This role involved; processing and creating timesheets, invoicing, cross checking data from clients, processing payments, monitoring credit control, dealing with pay queries.

• Creating new customer accounts, generating orders, quotes, and invoices• Answering inbound calls: taking client orders and dealing with general queries• Manage and maintain 4 email inboxes with swift turnaround for response • Check invoicing for the completed daily orders dispatched by the warehouse• Maintaining good relationships with clients and keeping them up to date with current data• General administration such as: organising, filing, raising purchase orders and invoices.• Ensuring that all orders and deliveries meet required deadlines• Dealing with issues or complaints from clients and service providers

Key stage 2 Teaching assistant / Working 1:1 with Special Educational Needs (SEN) children

• To directly line manage 32 contact center sales agents • Driving sales to meet targets and reporting hourly and daily updates on performance • Scheduling shift rotation and holiday for all members of the team • Monitoring and tracking agent performance • Maintaining up to date employee files for all agents within my team • Technical analysis and fault diagnosis, working to first time fault resolution and SLA • Liaising and coordinating field service engineers • Scheduled reporting and management of business KPI and SLA • Customer service and escalation resolution for customers • To report any internal system failures or network faults through help desk software • Full understanding and adherence to legal compliance and data protection • Arranging, holding, and documenting disciplinary meetings • Shortlist, interviewing and recruitment of many new contact center agents • Focus on employee engagement across the workplace Prior to my role as Sales Manager, I was a Trainer/Coach to the contact center. I also managed a team of sales administrators who dealt with incorrect orders, refunds and returns.

Customer advisor, Trainee manager • Opening and closing of store along with cashing up at the start and end of the day.• Receiving and processing of deliveries, stock take and maintenance of stock room.• Visual merchandising and organizing of stock to keep up to date with the current trend.• 2 months based in Seoul, South Korea opening new stores are training staff.