Heidi Platt

A highly organised, collaborative and detail-oriented coordinator with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation & CRM systems, managing calendars and preparing detailed reports. Passionate about systematically collecting, analysing and communicating data and knowledgeable in business processes and customer service best practices.

Experienced in optimising productivity, efficiency and service quality across various environments, with a love of connecting dots, spotting patterns in data, and independently solving problems. Highly dependable, ethical and reliable. Works effectively with cross-functional teams in ensuring operational and service excellence.

Project Coordinator at Rethync (2025-12 – Present)

• Act as point of contact between clients (National Housebuilders), suppliers, subcontractors and internal teams.
• Support the Project Manager in tracking progress, scheduling jobs, managing variations and resolving on-site issues.
• Accurately maintain and update project records.
• Support warehouse with generating materials pick lists and ordering.
• Raise Purchase Orders, track deliveries, arrange transport and liaise with suppliers.
• Create detailed job packs including RAMS, maintain the planning board and manage site teams absences.
• Adapting to frequently changing requirements from the client.
• Ensuring jobs are completed without exceeding financial constraints of agreed quote.

Project Coordinator at ECS Engineering Services (2025-01 – 2025-12)

• Liaising with external clients (Environment Agency) to provide reports for a variety of projects completed, uploading supporting documentation onto their management systems (AIMS)
• Working collaboratively with multiple Project Managers to assist in the delivery of projects, and providing daily updates to the EA for works completed (EICRs, PPMs and Projects)
• Collecting financial data (Spend, Invoicing, Revenue, Margin) and preparing data for the Project Managers to present in fortnightly accountabilities meetings.
• Improvement of processes and tracking in the South East region to ensure adherence to framework constraints.
• Resource and route planning to ensure maximum efficiency of site teams.
• Raising POs, quotes, price makeup sheets and inputting data into internal management systems.
• Management of the emergency call out telephone line, coordinating efficient attendance across the southeast.
• Working closely with and training a 'Trainee Project Coordinator'
• Managing the work orders inbox and distributing to relevant Project Managers.
• Ad Hoc reporting tasks for Directors.

Rehoming Coordinator at Bransby Horses (2020-10 – 2024-08)

• Working as a first point of contact for the department receiving all enquiries to the Rehoming Team and responding or escalating appropriately.
• Processing all application forms in a timely manner seeking additional information from the applicant where required.
• Improving customer response turn-around times to applications to 24 hours.
• Contact the applicant to discuss and secure the best partnership ensuring a transparent, supportive, and positive customer journey.
• Liaise with other team members arrange next steps in the process.
• Ensure all administrative tasks required for rehoming process compliance are in place throughout the rehoming journey from first contact to collection.
• Management of CRM software and databases.
• Provide advice to fosterers in line with Bransby Horses guidance as and when required.
• Effective restructuring of application process.
• To extract relevant information from Rehoming Assessments in order to create and upload website and equine profiles, updating as required.
• Liaise with the Rehoming Manager and Marketing to create a social media schedule to run throughout each year responding to supply and demand trends appropriately.
• Attendance of management meetings to share relevant rehoming updates.
• Planned an oranisation-wide 'environmental and sustainability day'.
• Process department invoices in line with annual budgets.
• Lead on recruitment internally, to review applications, carry out informal interviews and facilitate monthly Team Training as agreed with the Rehoming Manager.
• Facilitating the return of equines from their loan homes, liaising with both internal and external parties accordingly.
• Create and take ownership of the relevant data trackers to collect accurate packages of data to support with information for monthly KPIs, quarterly reports and forward planning for the rehoming department.
• To keep confidential data secure and only process data as per the GDPR regulations and as per our Data Protection Policy.
• Develop relationships with other departments as required and work together for the benefit of the charity.
• Prepared presentations for meetings or events by creating slideshows or handouts.
• Creating detailed reports.

Assistant Manager at Mitchell and Butlers (2019-09 – 2020-05)

• Client engagement; relating to customer service, handling customer complaints/enquiries, and tailoring our services to customers with any special requirements or needs
• Targeted sales activity and engagement, overseeing the sales team and ensuring monthly targets and KPIs (Key Performance Indicators) are met
• Overseeing training & development of junior staff/trainees, including onboarding and support with daily tasks
• Human Resource management, with regards to overseeing the recruitment process, conducting interviews and training new staff, as well as organising disciplinary meetings and investigations where necessary
• Database management, relating to the filing and handling of customer complaints/enquiries
• Social media management, utilising digital marketing platform to promote company activities and increase revenue
• Implementation and adherence toward company regulations and protocols, ensuring that the dining area is sanitised, in accordance with health & safety best practice, as well as presentable, in order to reflect good company values
• Reviewing Risk Assessments and COSHH Risk Assessments.
• Financial coordination, overseeing the processing and submitting of all customer orders, transactions and invoices
• General administrative duties, including orders, stock take, staff rotas, invoices, correspondence and information distribution.

Customer Care Manager at Countrywide PLC (2016-08 – 2018-12)

• Exhibited excellent communication and customer service capabilities, providing key information, handling complaints/enquiries and answering product & service questions, reporting findings back to senior management where relevant, while ensuring an efficient customer experience
• Providing education to complainants on current legislation relating to their complaint
• Client engagements, via telephone and online communication, in compliance with confidentiality legislation, GDPR, and The Property Ombudsman Code of Practice
• Scheduling & planning of workload, engaging strategically with strict deadlines set by senior management
• Coordinating the training & development of staff, ensuring that company objectives are met, while tailoring support to meet individual learning styles through cross-departmental engagement with advisors, in an effort to reduce the overall rate of customer complaints
• Liaising with area and managing directors to establish an appropriate level of compensation where necessary
• Providing detailed timelines of information pertinent to the complaint in a clear concise manner to The Property Ombudsman where complaints have been escalated
• Forging close professional working relationships with branches within my region, ranging from customer service advisers to senior management
• Showing compassion and understanding to complainants, ensuring they feel heard and appreciated
• Information gathering using internal computer systems, telephone recordings, internal and external email chains
• Strong understanding of legal contracts in place between Lettings Agent/Landlord and Tenant
• Continually developing and learning as legislation changes.

BSc (Hons) in Equine Psychology and Sports Science (2011 – 2014)

A-Levels in Art, English Lit, Textiles

GCSEs in 10x A-C inc. English, Maths and Science