Natalie Allen Email & Phone Number

Swindon, GB

Swindon, England, United Kingdom

Swindon, England, United Kingdom

• Currently working alongside the Operations Manager within Customer Support Services. I currently lead 4 team leaders and along with their direct reports with a headcount of circa 36. My role is to ensure consistency.
• Identify CI/CR Activity
• Attendance at Client Partnership Meetings to discuss changes in process off the back of the reports
• Review and updating of Service request Best Practice (SRBP)
• Review of monthly Quality Monitoring of my teams and liaise with team leaders on results
• Monthly 121s with the team leaders

Swindon, England, United Kingdom

• Managed the ROE HR & Finance Customer Experience team from March 2021. It was my responsibility to manage the Feedback and Complaints processes as well as the Finance and HR Teams. I have supported Contact Center teams.
• Day 2-day management of shared mailboxes (Feedback, CCQ)
• Quarterly root cause analysis for our clients on both ROE and BOE for complaints and escalations, SR closures and User Experience Surveys
• Identify Continuous Improvements off the back of root cause analysis
• Review of complaint responses to customers
• Review of monthly Quality Monitoring and providing feedback

Swindon, England, United Kingdom

• Secured a promotion to the RISK team as a RISK and Assurance Specialist. This was a secondment post for 1 year and was a great opportunity for me to gain more knowledge in Risk and Controls. I manage 1 Coordinator.my.
• Liaise with the GIAA and NAO to organize Audits
• Manage complex Subject Access Requests
• GDPR Awareness including enforcement of processes in relation to verification and validation when handling personal data
• Liaise with Corporate Risk team, HR SD, Procurement and FSD for Audits
• Support the Data Breach process

Swindon, United Kingdom

• ROE Contact Centre Team Leader. Managed a team of 7 Contact Centre Advisors within the HR & Payroll Customer Services team. My responsibilities include the following:
• Producing daily figures
• Quality monitoring for the whole team monthly
• Yearly performance reviews
• Writing of team Objectives
• Monitoring absence and return to work interviews

Swindon, United Kingdom

Swindon, United Kingdom

• In my current role I assist with the delivery of multiple recruitment campaigns across the 7 research councils and UK SBS, looking after both internal and external campaigns. I assist with writing external adverts.
• conduct vacancy briefs with managers
• write external adverts
• contact external advertising companies
• raise P.O’s
• send shortlisting to managers

Swindon, United Kingdom

• I started my role here in March 2016. I am currently working within the HR & Payroll customer service team. We act as first point of contact to the employees at Research Councils and to JSS Pensioners. We deal with.
• answering all HR & Payroll related queries raised by customers at the Research Councils and Pensioners by phone, email and via our internal Service Request system (oracle)
• taking ownership of processing information required for our customers and, where appropriate, investigating and resolving queries on a range of disciplines
• taking ownership of incoming contact from our customers and following through to successful closure following investigation
• advising customers on policies outlined by the different Research Councils.
• Identifying issues based on customer feedback and my experience to drive improvement and increase standards

West Swindon

• I started as a part time colleague and worked my way up to be a Section Leader. I have worked on various departments in store to gain experience and knowledge but I settled within the Service Team, as I loved working.
• rota planning
• happy 2 help observations
• Q clarity ( a tool to manage Q’s )
• authorise / decline holidays
• recruitment/ group selections

Wootton Bassett, Wiltshire, United Kingdom

• Started as a cashier in the west Swindon branch, worked my way up to be Cash Manager.Duties
• ordering of cash and currency
• balancing the books
• managing my team
• generating leads for sales targets
• opening and closing.