Matthias Spicer Email & Phone Number

City Of London, England, United Kingdom

I am responsible for the commercial operations of the business and franchise. I ensure high standards of customer service, manage projects, direct the IT and technology strategy, lead on compliance for data protection and cyber security, consult on commercial contracts, and direct the digital transformation and technological innovation for The HR Dept Group.✅️ To date, I have successfully delivered multiple projects, including the deployment of a bespoke build of Microsoft Dynamics as a new Customer Relationship Management (CRM) system migrating from SugarCRM to equip us to better support our customers and improve business development. Securing Cyber Essentials certification for the business using Agile methodology, and building a bespoke Microsoft Voice platform for CSAT surveys to integrate with our tech stack. ✅️ Directed the IT and technology strategy of the business, including management of the Microsoft Office 365 tenancy (>250 Users), HR systems including Breathe HR and MyHRToolkit, CRM system including SugarCRM then Microsoft Dynamics, and leveraging Artificial Intelligence (AI) including Microsoft Copilot to streamline business processes, to automate administrative tasks, to enhance productivity and make the business more efficient. ✅️ Enhanced the business compliance processes for risk mitigation and best practice for data protection including how to handle Subject Access Requests, annual staff awareness training, drafting of privacy policies for customer agreements and the websites, and maintaining a Record of Processing Activity. ✅️ Collaborated on the onboarding of new franchisees and staff to the business to ensure successful inductions, including delivering their IT system, compliance training, and sales proposition training. ✅️ Resolved over 6,000 escalated queries within SLA in the last 3-years to date (99.05% resolution 1-working day SLA and 97.34% 4-hour first response SLA), contributing in part to an average of 96% annual CSAF score.

City Of London, England, United Kingdom

In my role of Operations Co-ordinator, I co-ordinated the operational systems and services to support and automate the business functions across The HR Dept Group business and our franchise network. I designed and directed projects for enhanced process automation, more stringent legal compliance and to deliver full value from existing technologies for our customers. Additionally, I collaborated in the drafting and delivery of commercial contracts for example Licence Agreements, Client Agreements, and various Deeds and Addenda.✅️ I collaborated with the Head of Operations to redevelop the CRM system for ease of use for the HR Directors, conducting focus groups to collate feedback and to tailor the CRM user interface according to their needs. Subsequent training webinars was conducted, and video, written guides, and process flowcharts were created to assist in this change management and enhance system usage. ✅️ I implemented workflow automations to support reporting and analysis of data and to better leverage the technology the business had invested in. ✅️ I co-ordinated the customer support service – managing the completion of over 10,000 queries within SLA (4hr) between 2019-2021 (99.32% first response SLA and 99.75% resolution SLA).

Bristol, United Kingdom

In this post-graduate role, as Business Support Administrator I provided administrative support to customers and the leadership team. Managed the administration and usage of IT systems, including the CRM and HR systems. Additionally, I collaborated with the Head of Operations to oversee stakeholder relationships with third-party providers. ✅️ I co-delivered the successful induction of 11 new franchisees to the HR Dept franchise network for the onboarding of their HR businesses to support their customers.✅️ I introduced new third-party referral relationships to address feedback where there were gaps in the service offering, for example introduction of providers offering candidate screening, occupational health, and benefits. ✅️ I consistently received positive feedback in administrative support to customers.✅️ I achieved over 90% CSAF scores in feedback when delivering training on IT systems.

London, England, United Kingdom

United Kingdom

As a digital creative, I work hard to produce high-quality photo and film content for people, brands, companies and community groups predominantly in Bristol, Kent and London.With a focus on colour, light, and framing, I work to create content that best captures the personality and essence of what the subjects are all about.I have created content for: 🎭 Actor's Church Covent Garden🤝🏼 Food Entrepreneur Show 2019 (London ExCel)💜 The HR Dept Group 💚 The Health & Safety Dept 🎙Opus32 Choir🌏 Transform Europe Network🪡 Mizpah Creative🎨 NusaBerri🧵 Love In Each Stitch Co🎸Grain Barge Open Mic⛪️ St Michael's Church Stoke Gifford💍 Various weddings & engagements

Greater Bristol Area, United Kingdom

I volunteered with the Board of Trustees, Staff Team and other Charity Ambassadors to advise on how to develop the work of TEN. My focus was advising each group on how to engage a younger audience to support the charity and their projects across Europe. I focused on the strategic work of TEN and worked closely with James Vaughton (CEO) on how best to deliver the charity's work to different audiences and how best to engage younger people in their work whilst maintaining the support of their loyal donors and supporters.

Geneva, Switzerland

During my time in Geneva with the University of Chester we worked with UNICEF, UNDP, WHO, UNHCR and the ILO to see how diplomats and volunteers orchestrate the UN mission and how each UN organisation works to achieve development in practice, on local, national, and global scales as well as respond to contemporary global affairs.

Bristol, United Kingdom

As Administration & Operations Assistant, I co-directed administrative and operations support to key functions of the charity, including working alongside the CEO and Board of Trustees and the wider teams. In this role, I oversaw digital content and communications (website and social media) and produced photographic and video marketing material for use in the campaigns and promotional activities in print and screen formats. ✅️ I directed and co-managed a digital transformation project to migrate decades worth of personal data from Excel spreadsheets to a newly deployed instance of Salesforce CRM to manage donor and fundraiser data securely.✅️ Led the content strategy for the 25th year anniversary Harvest for the Hungry fundraising campaign.✅️ Produced the photographic and video content for multiple blogs, social media content, print content and fundraising campaigns.

Greater Bristol Area, United Kingdom