Lesley Cooke Email and Phone Number

Visiting and inspecting customer’s defects to ensure they are covered under the NHBC Warranty provided. • Dealing with any escalated Customer complaints, monitoring inbound surveys form both In-house and NHBC. • Generating weekly reports for items that have been outstanding for over 60 days, and keeping them to a minimum. • Resolve any NHBC resolutions from start to finish. • Running budget meetings with Head Office accounts dept. • Overseeing any Health and Safety requirements or new regulations for the Maintenance Operatives, including introduction of new H&S Policy that was rolled out across the company, and identifying any training that is required for them. • Attend project meetings for each development to keep on top of any potential issues to customers or raised by customers. • Conducting snagging of stock plots and quality inspections with site teams • Carried out Home Demonstration meetings with residents • Overseeing End of Defects inspections, managing their timely completion, reporting to Commercial Director and claiming retentions from Housing Associations. • Regular meetings with sub-contractors to build and improve relationships. • Approving, coding and Contra-charging invoices for payment. • Set up Customer Service department for new region. • Co-Ordinating Operatives diary’s and work schedules for the week. Booking jobs into their diary, assign Operatives to jobs, control their movements and liaise between them and the customer as necessary. • Answer all incoming calls for the Customer Service department. Advising customers on any technical issues that can be resolved over the phone. • Liaise with purchasers, contractors and suppliers to ensure that remedial issues are resolved in a timely and efficient manner and within agreed time scales. • As part of my responsibilities I had to generate various reports for the Board reports that were quarterly. • Streamlining the Customer Journey with the manager of the department.

• I am responsible for all general enquiries.• I oversee reporting and compliance for internal and external bodies. Managing the inputting, monitoring and reports onto the MIS (management information system), e-portfolio and tracking systems. • Auditing learner files making sure all has been completed to a high quality standard.• Work closely with the directors and the head of curriculum to set up and amended the processes and procedures for funding, auditing and compliance. • I work closely with the company directors; ad hoc PA duties.• My responsibilities include facilities management and stationery; setting up recycling facilities, maintaining, stock checks and placing orders with suppliers. • IT support, and photocopier maintenance. • Managing the administration department (5 staff) and training staff, inducting new members to the business & learners.• Petty cash • Booking, setting up meeting rooms, taking meeting minutes, & involvement in the delivery of standardisation meetings (outline the processes and procedures you have agreed with management; to with the rest of the staff).• Answering phone calls, liaising with all learners, assessors, directors, suppliers, clients, and awarding bodies dealing with any queries and complaints. • Responsible for the tracking of all learner programs and creating materials to correspond to compliance regulations. • Working closely with awarding bodies to approve the centre for qualifications, updating any expired qualifications, register learners on courses, claiming certificates for learners that have completed their programmes, booking examinations and invidulating them.• Booking CSCS (heath & safety) tests for learners and ordering their CSCS cards after passing.

• I had first line responsibility for the running of the rentals department, I would take bookings; create the rental agreements; show customers around vehicles; organise paperwork & permits for vehicles travelling abroad; confirm any issues regarding customer licences with the insurance company; process payments, deposits, refunds & invoices. • I would ensure the vehicles were regularly inspected every 6 weeks; MOT & serviced on time. • I was responsible for front of house contact, any queries or concerns from rental, warehouse or transport customers.• I was responsible for processing customer warehousing requests, making sure that their stock was picked, packed, ready for collection & kept to the schedule that was required. • I prepared all the paperwork from the drivers, add it to the system & then prepared it for invoicing.• End of month accounts duties consisted of; congestion charges for the vehicles; making sure sales commission charges were accounted for; petty cash; intercompany fuel & warehouse charges from transport to rentals; sending outstanding statements & chasing invoice payments.• I had the responsibility of setting up & maintaining our British Standard Certification (ISO14001).