• To work directly with and be responsible for the provision of a comprehensive administrative and secretarial service to the Chief Executive.• To assist in developing systems and administrative processes to support the Organisation in carrying out the necessary responsibilities in line with the aims and objectives of the Company.• To act as Private and Confidential Secretary to the Chief Executive.• Ensuring that the Chief Executive is administratively prepared for all meetings and business events i.e. typing minutes, report, presentations and other documentation as required.• Co-ordinating responses to correspondence on a daily basis, i.e. incoming and outgoing mail and phones• Maintain and update office H&S procedures as required.• Involved in the preparation of agenda/Board papers, and initiating any follow-up action required.• Provide org-wide IT support, also liaising as main contact with IT support company• Maintain phone system• Plan and schedule work realistically within an environment of changing pressures and priorities to ensure achievement.• Take minutes of Board, and committee meetings as required. • Ensure that clear lines of communication both internally and externally are developed and flow • smoothly• Act as Facilities Manager of Belfast office• Dealing with stationery supplies, office equipment etc.• Arranging any business travel or accommodation arrangements for team if required• Any other tasks as assigned that are commensurate with the role

M2M• Provisioning and maintaining SIM estate of over 15,000 SIMs• Providing support to M2M customers• Diagnosing faults• Providing tailored solutions for M2M customersBROADBAND• Configuring routers for specific customer needs• Configuring routers for VoIP• Providing 2nd line support to broadband customers• Processing upgrades and faults with broadband provider• Providing support for leased line customersCPS ORDERS• Processing orders from Sales Team through to billing• Processing Like for Like line and/or broadband orders• Processing broadband migration orders• Processing line feature adds and changes• Provisioning new telephone lines (PSTN / ISDN2 / ISDN30)• Provisioning new broadband services (ADSL / FTTC / FTTP)• Provisioning number ports to BT IPEX• Liaising with Openreach regarding provisioning and faults• Liaising with BT IPEX regarding number Ports (Single and Multiline)• Processing orders for hosted telephone systems including ordering stock and liaising with engineers to ensure stock lists correct / call routing correct• Ensuring all billing is on system correctly and timelyCUSTOMER SERVICE• Dealing with incoming calls from customers• Processing account management queries• Dealing with telephony faults

• Being the first point of contact for all visitors to MACS Head Office including creating a • welcoming and relaxed environment for young people meeting with workers and all external stakeholders• Overseeing the installation and then maintenance and data input quality of the PAMS / ESS HR System - including user maintenance• Completing recruitments from advert to appointment including being an Access NI signatory, liaising with managers for recruitment request to agree shortlisting / interview and appointment dates before process begins, inputting applicants into PAMS HR system, providing shortlisting pack for relevant managers, inviting applicants to interview / booking suitable interview location, sending out letters of offer.• Completing new staff HR inductions• Note taking for HR meetings including disciplinary / grievance• Being the in-house IT specialist• Maintaining staff mobile phone contract and equipment• Administering the CEO • Administering the Board of Directors including minute taking• Controlling stationary orders for the whole Org• Completing ad-hoc typing for senior managers including minutes• Maintaining the staff portal• Working with external specialist to maintain the MACS website and social media

• Part of Team setting up a new administration operation following the amalgamation of 5 regional offices• Organising nationwide training and maintaining records for over 500 care workers• Maintaining the files of over 1500 service users and over 500 care workers• Being a key member of the team to install a new computer system for client and care worker management• Being appointed company IT person• Ensuring 600+ items of mail are sent weekly• Delivering Food Hygiene Training for Extra Care• Managing Recruitment drives from advert to appointment (including shortlisting, record keeping, interviewing & monitoring process)

• Running and maintaining a carer respite service for the elderly service users for South and East Belfast, using the Trust contracted core hours.• Weekly rota's for a staff of 22 and 75 service users.• Ensuring that all new service users are visited, risk assessed and have the service explained to them within 2 days of the service starting as according to RQIA guidelines• Assessing service users needs using the care plan provided by Trust staff. Ensuring their needs are met by our care staff. Producing company care plan.• Awareness of Dementia, Parkinson’s, Alzheimer’s and any other cognitive impairments that the service users may suffer from, including physical disabilities.• Completing annual service reviews with service users to note any changes in need• Dealing with any adhoc enquiries from service users and their carers• Completing service reviews with Trust staff & attending multi-disciplinary reviews for service users• Liaising with ICT commissioning team at Knockbracken. Ensuring good working relationships built with all Trust staff relating to service users• Dealing with any HR issues relating to staff members including recruitment process

• Ensuring the efficient running of the shop floor, stockroom and cash office through effective use of delegation and people management• Being responsible for the delivering of yearly, monthly and weekly financial targets – including the 5 mains KPI’s of profit, margin, stock, stock loss and stock turn• Delivering both the company and store manager vision and values• Developing a succession plan for future management roles• Driving customer service using tools such as average transaction value and customer conversion – and giving constructive feedback to my supervisor to inspire the team to excel• Responsible for yearly stock take• Ensuring the shop adheres to all health & safety standards• Employing new staff when needed, and for peak trading times• Delivering necessary performance management• Deputising for the store manager

• Market and competitor analysis• Collating and preparing marketing materials• Project management of installation of Fidelio property management system Oct 2001• Managing and developing 6 department heads, meeting development needs and goals, assisting them in the completion of their duties• Maximising rooms sales and yield through effective inventory restrictions• Maintaining and building upon customer service skills of the team

• Managing and developing team of 7 (Receptionists / Night Porters)• Maximising rooms profit through concise billing and managing rooms inventory• Using database of 3500 people to send out quarterly newsletter with special offers• Co-ordinated installation of ‘WIN AI NetRez’ computerized reservations system Oct 1999• Providing support as Deputy to General Manager• Driving project to get Investors In People accreditation• Maintaining customer service levels to the highest standards