- Ensuring the clients specific service level agreement is followed- Taking detailed notes recording clear rationale for decisions- Managing my diary - Liaising with contractors to expedite works completion- Liaising with our clients and ensuring any issues are resolved - Liaising with other colleagues in different departments of the business clearly communicating issues or requirements regarding properties- Ensuring our clients Service expectations are met and providing updates where required- Ensuring I follow strict data protection controls regarding customer details - Challenging colleagues where required- Professional Telephone Manner - Managing inboxes - Creating reports to monitor and report on performance of tasks colleagues complete- Conducting contractor reviews- Implementing system and process improvement- Liaising with our platform developers to conduct enhancement of the system

- Completing internal and external quality assurance - Complaints handling; identifying, investigating, evidencing and responding to complaints. - Ensuring the correct outcome is achieved for both our customers and the company. - Managing regulatory testing - Identifying trends and providing suggestions- Involvement in client audits- Managing and maintaining our ISO27001 accreditation- Facilities management; thinking creatively to ensure office essentials are available on a budget- Ensuring regular building maintenance is completed - Conducting Risk Assessments, including: General Risk Assessments, Security Risk Assessments and Health & Safety Risk Assessments.- Managing our Continual Improvement Log- Managing a panel of contractors, tasks include: service reviews, documentation, on-site audits, feedback and contractor boarding.- Managing Document Control (Version Control); reviewing policies and procedures ensuring they are version controlled, relevant and reviewed on time- Managing our Field Audit Supplier, ensuring we have ordered the correct amount in line with budget.- Ensuring feedback and ideas for improvement are clear, concise and constructive- Collate and distribute MI amongst the management team- Managing and working with our platform developers- Helping to produce a monthly Conduct Risk Dashboard- Maintaining the internal Gifts & Hospitality Log in line with our anti-bribery policy- Completing monthly anti-money laundering checks in line with client and business policy - Signing off invoices for the business- Booking meetings- Chairing workshops (when required)- Managing multiple email accounts- Sitting with clients when reviews take place- Taking Meeting Minutes- Managing our internal business unit’s tasks for the General Data Protection Regulation Project and Information Security Risk Management Systems project.- Managing our internal Information Security Gantt chart

- Administration - I used to ensure that the EIRF is maintained and any new complaints are correctly entered into the system. I also had to enter data onto their payroll system.- Inventory Management - I used to ensure that all stock was accurately counted and entered into the system in a timely manner. - Time Management - I had to manage all staff breaks and resources so we were covered, and we have enough resource to cover the forecasted workload. - Quality Management - I used to calculate the correct amount of food was prepared in relation to projected income to ensure that quality standards were never compromised.- Training - I made sure that training was kept to a high standard by completing station observation checklists, they were mini audits completed on different stations to ensure that company policies and procedures were being followed and all staff were working to optimum capacity. I also helped to manage our apprenticeships scheme for the store.- External Audits - I made sure all procedures were followed each day so we complied with external audits, these are completed by other branch managers, field consultants and mystery shoppers. To make sure all staff complied with these audits the management team had to corrective coach and provide constructive feedback when mistakes were made.- Food Hygiene - I completed a DPSC each day which was a legal document used to measure food safety.