• Office Projects and Operations Lead, Co-ordinator, “Enabler”• 'Chief of Staff' role and organising all HR related meetings and issues including probation, investigation and disciplinary meetings • Reporting into and supporting the Company Directors in relation to decision making, completing tasks and supplying information • Organising and carrying out staff inductions and training • Checking and Quality Control of correspondence • Leading a multi-disciplinary team • Escalation point for calls/e-mails and ensuring excellence in all customer facing contact• Managing Office Admin & Projects team• Oversight & Delegation of Senior Leadership Team PA duties• Oversight & Follow-up of, daily To-Do system & updating of Ticket Dashboards• Operations Support to Quality Programmes• Organising and ensuring all training and certifications for personnel and corporate are up to date• Sign off and delegation of Transcriptions (scans & digital images) and filing and accessibility • Ensuring Finance Office has backup support • Ensure discipline on Daily Morning Stand-up with all office staff & Logistics Planning and leading the morning calls• Leading Board and Senior Management Meetings and taking Minutes maintaining Issues & Actions • Company phone management• Responsible for the quality of our documents being of a high standard in terms of content, style and technology, including developing and maintaining all necessary documentation• Managing or supervising all Marketing functions including updating Website / Brochure / Newsletter / Social Media• Organising Business Insurances / Fire and Intruder Alarm Maintenance /Cleaning Contracts• Preparing and attending audits including NASC, CHAS, RISQS, Simian Risk, ISO, HR and internal• Stationery supplies for office• Managing and booking courier and parcel services• Managing office staff discipline and staff forum needs

• Supporting the Business Manager in the successful management of the Training and Litigation business• Managing six members of staff in the Training Administration team (the provision of training support services to external clients and the Capita Group) and the running of the Litigation Administration Team (the provision of expert witnesses and other legal support during Civil or Criminal cases)• Ensuring that all relevant administration tasks are carried out effectively and efficiently • Identifying any areas of improvement within the team and their tasks to improve the efficiency of the service without compromising the support provided to clients• Identifying and maximising commercial opportunities – through business development, contact with clients and following up prospects and updating Salesforce with opportunities• Compiling Marketing literature, organising mail and e-shot campaigns and updating our micro-website• Assisting the Business Manager in the day to day running of the team and deputising in her absence• Ensuring all administration tasks and procedures are in compliance with BMS and ISO • Project Managing the LMS project by introducing a new system (Learnsmarter) into the team and business to ensure maximum productivity, the reduction of current administration processes and a more professional output to clients• Responsible for the P&L, fee forecast and PO requests and organising monthly meetings with the Finance Team• Organising and planning regular meetings with internal and external clients to ensure regular communication with business updates• Leading on team meetings and regular one to one’s with staff / HR responsibilities• Identifying skill sets within the team to ensure maximum productivity in different areas and developing those with a view to future progression• Adhoc duties around the office including reception cover, post room cover, greeting visitors, monitoring meeting room bookings and organising team and office events

• Fully responsible for the management of aged debt accounts; applying effective controls to keep those to a minimum and ensuring all insurance rejections and queries are rapidly and satisfactorily processed. • Introducing structured processes that resulted in a reduction in overdues on all accounts from £1M+ to £150K• Implementing aged debt improvements on all key accounts, saving the company money and reducing write offs• Overseeing all aspects of departmental financial performance; monitoring daily run rates and producing longer term forecasts, to effectively control costs and maximise revenues; ensuring profit plan targets are being met• Developing and implementing clearly mapped out processes and ensuring these remain relevant and up-to-date• Leading and mentoring a large team in the effective performance of their daily functions, as the same time as ensuring their longer term training and development needs are being met through regular appraisal processes• Working collaboratively with UK insurance companies, discussing and closing outstanding invoices and accounts and providing support to the Commercial Manager• Taking overall accountability for timely and accurate monthly payments to all UK Service Partners, in addition to providing comprehensive UK Service Partner network support with administrative and system queries, including the roll out of the new booking and claims system project• Conducting additional functions commensurate with the needs of the role and the division including: presenting at conferences and company meetings, providing support to other areas of the business both internally and externally and assisting Regional and UK Managers on a daily basis

I directed a strong team of call centre employees, managed and monitored daily activities and correspondence to provide clear reporting of results to senior management teams and to establish and execute additional procedures, at the same time as ensuring the effective development of new and existing employees through timely appraisals and relevant training. Performed specific financial functions including: monitoring accounts ready to default, overseeing deceased and insolvency cases, authorising customer refund requests, using industry software programs to trace customers and managing transactions for reconciliation via a secure trading online credit card system. Duties included:• Management of 8 staff• Creating a brand new department which involved recruiting, training and creating processes• Reporting to the Operations Manager and Head of Department• Monitoring accounts ready to default• Using Autoscore, Autotrace, Experian, UK Info and the internet to trace absconded customers• Assisting the collections department staff• Presenting the monthly meeting and reporting results and statistics• Monitoring call centre statistics, documenting procedures, managing deceased and bankruptcy accounts• Issuing staff appraisals, training new recruits and developing existing staff• Assisting the sales loan underwriting team during busy periods• Managing the collections department

• Management of 10+ staff• Monitoring call centre activities using Apropos telephone system• Reporting to the Branch Manager and Head of Departments with the latest team statistics• Meeting financial targets set by the management team• Answering sales calls and resolving customer queries and complaints• Underwriting financial applications when the department is full to capacity• Presenting monthly meetings with the departments financial results• Training new recruits and monitoring their progress• Arranging staff appraisals and organising staff rotas and holidays• Liaising with various departments within the organisation at different locations• Issuing and signing cheques to send out to customers and the Halifax bank

• Sending out financial applications to customers• Answering sales calls and liaising with Halifax PLC• Assessing financial applications using Experian and financing agreements• Calling customers to gather information and to sell Payment Protection Insurance• Using Microsoft Office to save and process customer and company data• Communicating any issues to the Team Leader and any recommendations on improving processes and customer service• Underwriting, assessing and approving customer loan applications

• Management of 30+ staff• Controlling front-end customer services area• Monitoring staffing levels in accordance with customer flow• Processing multi-transactions using computerised systems• Training new recruits and monitoring their progress• Liaising with the cash office in resolving checkout discrepancies• Reporting to the Store Manager with takings analysis and ideas of improving sales• Stationery ordering and liaising with suppliers• Computerised document processing

• Effective decision making and handling customer queries and complaints• Client liaison and computerised order processing• Department organisation in the absence of the Customer Services Manager• Cash handling, accounting duties and checkout reconciliation• Organising staff rotas and administration support• Ordering and following up on special customer product orders and organising the warehouse with incoming customer orders to ensure easy access for customer collection or delivery

• Checkout operation• Telephone answering on the customer information desk and operations office• Processing customer refunds and special orders• Advising and assisting customers on product usage and best buys• Warehouse duties including deliveries, pick ups and fork lift operation• Paint mixing and timber cutting duties• Stock taking and ordering• Ensuring products are promptly on the shop floor after delivery