Heidi Penn

Detail-oriented and dedicated Office Administrator with extensive experience in UKAS and EN45501 UK Trade approval administration. Adept at managing office operations, maintaining accurate records, and ensuring strict compliance with industry standards. Known for strong communication and organisational skills, with a proven ability to drive efficiency and support key business objectives.

With eight years of experience in a contact centre, four years in sales, and a decade of providing exceptional administrative support, I bring a well-rounded background across multiple industries. I'm always ready to step in and assist where needed, ensuring smooth operations at all times. In addition to my administrative expertise, I have valuable management experience that enhances my organisational capabilities and ability to adapt in fast-paced environments.

I thrive on delivering high-quality outcomes, consistently exceeding expectations and achieving or surpassing targets. The satisfaction of contributing to client and customer success is what drives me. Building lasting relationships with customers is one of my core strengths.

Whether working independently or collaboratively, I bring a positive, goal-oriented approach to every task. I also hold a full, clean driving license and have several years of experience in the care sector, which has further developed my empathy, communication, and problem-solving skills.

Office Administrator at Weightron Bilanciai (2020-01 – Present)

• Collaborate closely with the Metrology Manager, ensuring full compliance with UKAS (United Kingdom Accreditation Service) and EN45501 (European standards for weighing instruments) regulations, ensuring the organisation adheres to the highest industry standards.
• Manage and organise documentation and supporting materials for annual UKAS and EN45501 accreditation audits, ensuring all records are accurate and up-to-date.
• Provide exceptional customer service, maintaining clear and proactive communication with clients to address queries, resolve issues, and ensure client satisfaction.
• Cold Calling & Lead Generation within the UK Farming Community. Successfully targeted and engaged potential new clients within the UK farming sector through strategic cold calling efforts.
• Oversee a variety of administrative tasks, including scheduling engineers' site visits, accurately transcribing engineers' onsite notes, managing filing systems, and organising/ordering office resources to ensure smooth daily operations.
• Send detailed letters to local authorities (Trading Standards) and customers, communicating completed work and ensuring compliance with all regulatory requirements.
• Lead and coordinate fire drills, ensuring compliance with safety regulation.
• Liaise with suppliers, managing relationships and coordinating orders to maintain smooth operations at the branch and ensure necessary resources were available when needed.
• Welcome and greet visitors to the branch, providing excellent first impressions and assisting with any queries or needs upon arrival, contributing to a positive customer experience.

Administrator at The Rectory Care Home (2019-02 – 2020-01)

• Liaised with family members, staff, County Hall, and Social Services, ensuring effective communication and collaboration to support residents' care needs and address any concerns or requests promptly.
• Completed and maintained accurate records and official documents, ensuring compliance with regulatory requirements and providing up-to-date information.
• Conducted interviews for new staff, assessing suitability, gathering essential information, and ensuring the recruitment of qualified individuals who align with organisational values.
• Answered incoming calls, addressing inquiries professionally, directing calls as necessary, and providing timely and accurate information to clients, families, and service providers.
• Managed comprehensive filing systems, organising both physical and electronic records to ensure easy access, efficient data retrieval, and confidentiality.
• Coordinated with local hospitals, doctors, and specialists, facilitating communication between healthcare providers to ensure optimal care and treatment for residents.
• Arranged work experience for students, coordinating placements, providing guidance, and ensuring that students gained valuable experience in line with their educational requirements.

Care worker at The Rectory Care Home (2018-05 – 2019-02)

• Delivered compassionate care for all residents, ensuring their comfort and well-being.
• Maintained a safe and secure environment for residents, adhering to all health and safety regulations.
• Completed detailed daily personal logs for each resident including medical requirements, documenting progress, needs, and concerns.
• Organised and facilitated engaging activities to promote physical, mental, and emotional well-being.
• Accompanied residents to medical appointments, offering support and ensuring their needs were met.
• Fostered strong communication with residents' families and friends, keeping them informed and involved in their loved one's care.

Customer service agent in the contact centre at The Job Centre Plus (2003 – 2011)

• Managed inbound and outbound calls, providing exceptional service to the general public and addressing inquiries efficiently.
• Collaborated effectively with all departments to ensure smooth communication and timely issue resolution.
• Trained staff on both new and existing systems, fostering a knowledgeable and adaptable team environment.
• Handled difficult or disgruntled customers with professionalism, de-escalating issues and ensuring customer satisfaction.
• Acted as a Crisis Loan Decision Maker, assessing and making informed decisions under pressure.
• Trained as a mystery caller, conducting assessments of service levels across departments/offices and reporting findings to ensure high standards were met.

Business Studies, Consumer law – Somerset and College of Arts and Technology

GCSE's – Kingsmead Community School