Heidi Fielding

I am a hardworking and adaptable person with more than 4 years of experience in managing teams within different industries, such as retail, telecommunications and the civil service. My previous experience has enabled me to gain a wide variety of transferable skills, and an in-depthknowledge of people management. Being sociable with excellent communication skills has allowed me to continually develop and maintain successful working relationships with colleagues, customers, and stakeholders at all levels.

I am quick to grasp new concepts, but I am also keen to bring my own ideas and offer different ways of working. I am looking for a position that I can bring my management experience, enthusiasm, and exceptional people skills to.

River Thames Team Leader – Environment Agency

October 2023- Present

• Managing a team of 8 lock and weir keepers and 1 technical officer.
• Managing my team’s performance, ensuring that they are maintaining standards on their sites, completing admin tasks within set timeframes and are managing water levels correctly through the operation of weir structures.
• Ensuring that my team is adhering to Environment Agency policies and procedures, such as the Code of Conduct.
• Managing the health safety and wellbeing of my teamby signposting to EA mental health support resources, completing occupational health referrals and ensuring that they have all completed mandatory training and any refresher courses that are needed.
• Imbedding systems of work within teams and holding monthly patch meetings.
• Boat patrolling on my patch to regulate licences and uphold river Thames Byelaws.
• Liasing with other teams such as our Asset Performance Team, to resolve issues and defects on the sites within my patch.
• Responding to correspondence from users of the river Thames such as stakeholders, local residents, event organisers and boaters.

Customer Operations Team Leader – Gigaclear

October 2021- October 2023

• Reporting to Customer Operations manager.
• Managing a team of Customer Operations Advisors, currently 17 advisors.
• Managing performance, ensuring advisors are hitting the targeted calls/chats per hour as close to the target average handling time as possible, whilst maintaining exceptional customer service.
• Maintaining an excellent understanding of HR policies and procedures.
• Working closely with HR to carry out investigations, disciplinary’s, welfare meetings formal absence reviews and issuing warnings.
• Motivating our advisors and my colleagues, creating an engaging and enjoyable work environment.
• Driving initiatives within our department and motivating advisors to get on board.
• Consistently focussing on RTA (real time adherence) to ensure that we meet our departmental targets. 80% SLA (service level agreement) and 95% answer rate.
• Delivering exceptional customer service when taking off of the floor escalations (customers that would like to escalate their complaint further).
• Managing all escalations, liaising with other departments, contractors, and stakeholders, keeping our customer regularly updated while making sure to keep their account up to date on our CRM (Customer Relationship Management).
• Handling difficult conversations on a daily basis with customers and colleagues.

Store Manager – Schuh Kids

February 2020- October 2021

• My main responsibility is to hit weekly targets that are set at beating the same week for the previous year, the key one being turnover.
• Thinking commercially to get the most out of products in store and have an edge over our competitors.
• Maintaining high levels of staff welfare to ensure the team remains happy and motivated.
• It is my job to make sure that all of our staff are trained to an excellent standard and are delivering the exceptional customer service that our store offers, this includes organising out of hours group training, one toone training and tracking completion of their E-learning modules.
• Delegating roles and responsibilities within our management team, such as appointing a manager to handle recruitment.
• Working closely with our regional manager to ensure the store is meeting the overall expectations and standards set by the company.
• Liaising with several head office departments to ensure efficient operations within store.

2011 - 2013 Abingdon and Witney College, Berkshire

• Travel & Tourism; BTEC Level 3 Extended diploma – M, M, D