• Led a team of five people in Business Support to process all incoming work according to SLA deadlines and implement the needs of the business. Allocate work to team members while prioritising tasks as required and oversee shared mailbox. Managed people via hybrid mix of office and remote working since 2020.• Provided MI Reports to key stakeholders on a weekly, fortnightly and monthly basis, and well as reporting internally for Leadership team and Board of Trustees.• Contributed to projects for new qualifications, updates to current material and other developments, to provide input from the Business Support Team and make certain that planned activities work as desired when implemented. • Built relationships with key contacts at large clients, university partners and other Institutes, to ensure the flow of business and meet company objectives.• Ensured that our team met all obligations to GDPR, ISO Accreditation and internal directives and policies.

• Engaging with members throughout their journey from student to chartered banker status and enhancing their experience.• Providing a first class service to members of The Institute, to boost member satisfaction and retention.• Managing the subscription renewal process and keeping members up to date with ongoing activities, campaigns and events.• Assisting and co-ordinating members in selecting appropriate routes of study.Identifying and logging of member concerns, resolving within remit or escalating when required.• Supporting the planning and administration of the Institute’s events.• Accurate data entry onto CRM system.• Registering new members and sending welcome packs.• Liaising with exam test centres and students to arrange and confirm examination bookings.Answering member queries by phone, email, website, mail and social media.• Circulating e-newsletters, website updates and marketing literature.

• Responsible for the promotion and marketing of Club events to Members, ranging from individual societies to the Annual Dinner.• Produced a monthly marketing plan for approval by the General Manager.• Designed advertising material to attract new Members.• Oversaw the creation of a new website, including the writing of all content and its continued upkeep.• Edited the Club’s bi-annual magazine and wrote the monthly newsletter.• Introduced social media pages to develop the Club’s online presence and maintained these pages with fresh content.• Updated the Club’s main database as well as individual databases for marketing purposes.• Responsible for producing invoices to be sent to customers and processing received invoices for payment.• Maintained the till records and sales ledger figures to produce daily, weekly and monthly totals.• Wrote staff rotas and trained staff in areas such as customer service, alcohol responsibility and food hygiene.• Advertised for new employees, interviewed and appointed candidates.• Responded to enquiries by phone, email, letter and in person.• Produced monthly reports and statistics for the membership, development and general committees on a monthly basis.

• Worked part-time during school and university education in a variety of roles across the hotel, whilst entrusted to provide an exemplary service to customers at all times.• Was at times the most senior member of staff on duty, with responsibility for multiple departments and guaranteeing the safety of all guests.