Paula Clarke Email & Phone Number

Fife, Scotland, United Kingdom

• Provide a high quality and confidential executive assistance to the CEO and members of the Leadership team through managing diary commitments, responding to routine documentation and highlighting actions to be undertaken. • Providing a first class reception service for the visitors for the CEO, COO, and members of the Leadership team, along with preparing reports and all other documentation to support their activities.• Initiate appropriate action as required, in the absence of the College Leadership team, to ensure a professional response to enquiries/complaints at all times.• Support the meetings of the College Leadership Team through coordinating agenda items, recording and preparing minutes, and highlighting and monitoring follow-up actions, to underpin the effective performance of the teams.• Support the CEO & COO in preparing papers and other documentation for presentation to the Board and other Committees of the Board within the necessary timescales.• Maintain effective administration procedures and systems to underpin the efficient performance of the Principal/CEO office.• Participate fully as a member of the wider support team, providing cross-cover and support as required to ensure that a seamless administrative service is provided • Prepare draft correspondence in response to enquiries/complaints received, for final approval by the CEO or COO. • Ensure adherence to all College policies, procedures and regulations generally and with specific reference to quality enhancement, health and safety, equality and diversity, in accordance with College policy.

Dunfermline, Scotland, United Kingdom

• Work with Leadership and HR Teams, to coordinate and support delivery of the employee engagement and communication strategies. • Deliver effective communications to all colleagues across a range of channels to support employee engagement activities, in relation to campus specific and national initiatives, to ensure they are widely understood. • Roll out employee engagement surveys and provide feedback of results to all colleagues.• Co-ordinate activities which support the Leadership Team in analysing the data from employee engagement survey and what it means at the Academic / Professional Service level. • Support two-way communication which align to the employee engagement survey and results such as focus groups, colleague forums, feedback sessions, pulse surveys etc. • Support change management initiatives, for example relating to digitisation, business improvement ensuring effective communication and feedback loops. • Co-ordination of engagement events to build awareness of the benefits of working for the College examples include recognition and innovation awards. • Co-ordinate specific activities to support initiatives which addresses key findings from HR metric data to enable colleagues to work in a positive, inclusive and supportive environment.

Dunfermline, Fife, United Kingdom

• Work with Senior internal communications managers across four business areas (Surface, Subsea, REMS & Technip Energies) • Promote leadership, strategy, achievements, expertise and best practice within the four business areas at a global and local level. • Support and execute the development of announcements via corporate mailboxes concerning organisation changes and executive messaging, working with translation agencies as required. • Maintain and manage email distribution lists across all business areas to ensure correct target audiences are engaged.• Regularly update intranet pages across the four business areas using Unily and Sharepoint. • Assist internal communications managers with monthly leadership calls. • Lead metric evaluations on internal communications channels.• Actively engage in Yammer and produce reports for internal communications managers on activities. • Produce reports on emerging trends within the field of Internal Communications as well as competitors and customers. • Work with design and communications agencies to produce content.• Support the VP Business and Executive Communications with CEO and executive internal communications messages in alignment with wider company strategy.

Edinburgh, United Kingdom

• Working with the Internal Communications team and wider external team to provide direct, strategic, branded communications, covering c400 employees across three UK area offices (Edinburgh, Hillington, and Worthing) and offshore teams in India & Sri Lanka.• Develop communication channels including intranet, visual display screens & ‘Chatter’ (online collaboration tool)• Implement weekly briefings to provide teams with relevant information pertinent to their daily roles and to increase awareness of other parts of the business. • Develop new intranet with a design agency for a more employee-focused and usable interface• Deliver written presentations for external awards e.g. UK Customer Experience Awards, UK Digital Experience Awards • Deliver Customer Operations Townhall & Business Plan sessions, coordinating messages with Directors, Heads of Department, and front line advisors. • Tailor communications plans to the needs of ongoing projects, for example new propositions, Yorkshire Water acquisition, and new billing processes.• Work collaboratively with the Change and People & Development Teams to create engaging, impactful communications that support the Change Agenda.• Plan, edit, and write copy for a variety of internal communications channels, including the intranet, internal magazine, stand up huddles, etc.• Ensure the tone of voice and style of communications across the business are consistent, audience-appropriate, and aligned with Business Streams brand values.• Adopt a continuous improvement approach, using feedback to assess and improve the effectiveness of communication and engagement initiatives.

Part time position to supplement income during family career break.

• Responsible for the content, production and editorial style of a monthly newspaper for employees.• Working with colleagues to produce a fortnightly radio based channel for remote employees with limited access to print media. • Assisting the web manager with adding content and providing updates to both the internal and external facing web sites. • Providing employees and management with monthly business updates.• Working closely with various departments to improve communications and ensure employees are appraised of future developments.• Left role to accommodate changing childcare needs.

• Reporting to the National Internal Communications Manager.• Multi-site responsibility (Edinburgh, Glasgow and Uddingston) covering 3500 employees.• Managing a team of four Internal Communication Managers.• Represented National Communications Team at Scottish Gas Senior Management committee level.• Improved employee engagement with existing communication channels within the City Park site by 50%. • Increased the visibility of Scottish Gas office as part of the wider Centrica portfolio through the provision of communication data to the Scottish Gas Strategy group. • Created editorial articles for local and national publications across Centrica.• Took voluntary redundancy in February 2007.

• Brought in to manage a debt collection and general enquiries telephony team with issues of attendance, timekeeping, quality and performance.• Through attendance plans and providing support, reduced team’s absence figures from 185 hours lost per week to 0 within 6 weeks. • Created individual development plans for team members not meeting required targets. Following successful completion of those plans, employee productivity increased by 20%.• Mentored new managers to ensure consistency of approach in employee development and engagement.• Secured promoted role in October 2004.

• Responsible for providing support and training for approximately 20 customer service teams (300 staff) following the introduction of sales targets.• Sales and retention performance subsequently increased by 20%.• Provided feedback to Team Managers on sales performance, highlighting areas for improvement and key successes. • Worked closely with teams to promote ‘right first time’ attitudes and increased the quality of sales leads by 15%. • Liaised with the call centre management team to increase awareness of sales performance.

• Responsible for managing a team of approximately 40 part time employees, dealing with Pre-Payment enquiries and customer correspondence.• Prepared individual staff development plans, provided feedback on performance and quality of work to team members, and updated other departments with management information.

Ba, Communication Studies

Ba, Communication Studies

As part of an exchange programme