• Effectively manage client’s requirements in line with business needs, including date and personal changes, cancellation requests and general audit rescheduling.• Built and maintained strong relationships with internal and external stakeholders to ensure they are informed on certification timelines and associated deadlines, with the experience and ability to persuade and influence decision making.• Supporting Operation Managers in their goal of optimisation of auditor utilisation, delivering great client services, and coordinating all resource, operational and administrative aspects of service delivery to agreed performance KPIs, SLAs and service standards.• Overseeing a team of 6+ regional planners with a main focus on work/time management and facilitating any training requirements that are applicable. Providing support when required.• Assisting in developing and maintaining integrated schedules across various complex schedules whilst supporting clients in assessing new requirements, resource demand and impacts to their internal and external delivery milestones.• Acting as a senior point of escalation and professionally handling customer complaints within the agreed timescales, whilst promoting a positive representation for the company.

• Created and implemented effective logistical strategy to increase business revenue and improve overall profitability. • Consistently met agreed service levels through careful management and development of surveying planning functions both pre and post pandemic.• Improved operational effectiveness and efficiency through required audit planning to maintain all UKAS requirements. • Maintained and developed strong relationships through the business through various communication methods to deliver quick results in a reactive industry.

• Set achievable daily targets, motivating team to swiftly progress and achieve in line with company goals.• Monitored team development, setting performance objectives and providing constructive feedback for continued growth.• Partnered with management team to optimise operations and reduce costs.• Directed training of new team members and mentored each to promote productivity, accuracy and friendly service.

• Diligently arranged payment of pensions to clients and their families, completing and filing associated paperwork within a specific time frame. • Swiftly processing money paid towards clients' pension funds, ensuring optimum customer satisfaction. • Utilised clear communication skills to advise clients of policy, fund and benefit details. • Performed complex benefit calculations promptly communicating findings within clients. • Maintained up-to-date working knowledge of relevant pension and tax legislation, completing training when delivered.

• Successfully improved the efficiency of the NHS finance systems by analysing performance data and streamlining processes during a 1-year secondment project at Equiniti Paymaster based in Crawley• Trained a team of staff to efficiently navigate Compendia system software. • Effectively managed a caseload of members, offering consistent availability to answer complex manual calculation queries and provide accurate information.• Produced statements and related paperwork including Annual Benefit Statements with strict attention to detail to minimise errors.

• Maximised engagement and morale by developing and maintaining effective staff relationships.• Optimised floor layout to improve customer flow, reducing waiting times per customer.• Created a safe environment for staff and customers, conducting weekly inspections of kitchen, floor, utensils and equipment to ensure compliance with sanitary and quality standards.

• Built loyal customer bases by delivering excellent service and ensuring availability of in-demand products.• Analysed sales and marketing information to update strategic plans.• Improved store operations by harnessing sales data and customer feedback.• Managed staff scheduling and payroll to optimise performance.