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 and accuracy across all teams and to ensure that performance targets are being met. My responsibilities include:• 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 • Yearly Performance Reviews • Setting of team leaders Objectives and also their teams• Monitor absences with the team and conduct return to work interviews • Drive standardization and continuous improvement • Team Huddles • Keeping close to daily stats to ensure KPIs and SLAs are being met • Report the above to Ops Manager and Head of Service • Review of Customer Service pages • Ensure all process documents are up to date across all teams• Update Risk and Controls log • Manage the headcount tracker • Support with Recruitment activity • Support with projects such as MOG and SSO

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 and Transactional teams when support is required by providing team members to help support in difficult times. I also support Team Leaders within Customer Services to help coach and mentor them when extra support is needed. My responsibilities include:• 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 • Monthly 121s with the team members • Support with Desk note reviews • Yearly Performance Reviews • Setting of team Objectives• Monitor absences with the team and conduct return to work interviews • Drive standardization and continuous improvement • Team Huddles • Creation of Pulse Surveys for Service Request Best Practice (SRBP) • Support other Customer Service Team Leaders • Keeping close to daily stats to ensure SLAs are being met • Support all Customer Services Teams • Review of Customer Service pages

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 responsibilities include:• 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 • Manage Actions off the back of Audits for HR SD, Procurement, FSD and Central Services • Manage the Segregation of Duties process for UK SBS• UP Leavers and Starters process for UK SBS employees• Complete monthly MI for my area • Review Desk Notes and Processes• Drive standardization and continuous improvement • Yearly performance reviews for direct report• Monthly 121s with direct report• Monitor Absences and conduct return to work interviews

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• Manage conflicts effectively• Recruiting new team members • Contribute to the data breach process including recommending changes in process to reduce risk• Regularly review data breaches which impacted Customer Services Ops to understand trends or themes • Oversaw the Finance & Procurement Contact Centre to identify service improvements during a period when the team were underperforming• Arranging and conducting of interviews • Team huddles • Drive standardization and continuous improvement including leading on and implementation of KnowledgeCentre, Customer Services Pages, Document Library, JSS Pensioners’ changing personal details• Process reviews including checking procedures along with implementation of improvements off the back of audit actions and dip testing recommendations (SARs and Bank Details Processes)• Work to audit driven deadlines to ensure recommendations are delivered (SR Best Practice)• Attendance at Client Partnership Meetings to discuss changes in process following audit recommendations • Undertaken sample testing in relation to both the SAR and bank details process pre SIAT ownership • Liaising with SIAT and RISC Team on Data Breaches, Subject Access Request and Bank Details Controls• GDPR Awareness including enforcement of processes in relation to verification and validation when handling personal data (see SAR and Bank Details) • Review Wrap Code Root Cause Analysis to identify themes and trends with clients • Review Segregation of Duties Report to ensure individuals have the correct system responsibilities • Monthly 121

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 ensuring to attract the right candidates.Liaising with colleagues of all levels to ensure their resourcing needs are met, I provide advice on where to advertise, ensuring to attract the best candidates but keeping costs down.Duties• conduct vacancy briefs with managers • write external adverts• contact external advertising companies• raise P.O’s • send shortlisting to managers • arrange interviews• process end of campaign reports• conduct interviews (resource pool).

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 queries relating to personal information, HR Policies and Payroll and also support the Local HR teams within the councils.Duties• 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• work towards achieving daily call statistics and targets outlined and working towards maintaining SLA’s as agreed• provide cross operational support to other HR function & UK SBS departments• training new staff within the team.

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 with people. I managed 110 colleagues approximately over the service areas which include checkouts, customer service desk, pharmacy, kiosk and petrol. I’m signed off as a manager and in 2016, was put forward for a Woman in Leadership Program.Duties• rota planning• happy 2 help observations• Q clarity ( a tool to manage Q’s )• authorise / decline holidays• recruitment/ group selections• duty mangers responsibilities• managing overs and shorts• return to work interviews• counselling / disciplinary procedures• stock control• handling cash.

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.