Supporter Relations Assistant - Stroke Association
(2019-01)
- To act as the first point of contact for supporters delivering outstanding multi-channel customer experience, ensuring telephone and email enquiries are handled promptly, efficiently, and in a personable and helpful manner. Where possible aiming to resolve the customers query first time, every time.
- To open post and accurately bank and process all aspects of supporter donations within agreed timescales.
- Manage the company Direct Debits, setting up new records and running the claim to the bank twice monthly.
- Producing personalised and appropriately written responses to customers enquires and donations by email or post.
- Following defined procedures accurately process and record on the customer database all aspects of financial income within the agreed timescales and updating all personal information or communication preferences on a customer database
- Working collaboratively with the Fulfilment Team to ensure fundraising activities and product sales requests are supported by an effective fulfilment team
Home Services Support Manager - Homebase
(2011-06 - 2018-10)
- Day to day management of the Home Services Administration functions
- Supporting the Operations Manager in identifying threats and risks to profits, service and other related areas of the business
- Act as Business Continuity Co-ordinator for Retail Showroom division
- Raising purchase orders for sub contracted supplier payments
- Administration of a of legally compliant database of kitchen and bathroom installers
- Supporting field-based teams with the provision of accurate Management Information
- Producing and communicating installation training documentation
Team Leader - Sales Order Processing Department - Ricoh UK
(2010-07 - 2011-05)
- Providing a customer service department for all customers offering advice, information and order processing
- Complaint handling
- Supervising Order Administrators on a day to day basis ensuring each is fully trained to ensure correct processing in line with company regulations
- Carrying out staff appraisals, managing performance and disciplining staff
- Leading and participating in projects relating to the field of Order Administration
- Recruiting and devising training programmes for new staff
- Attending customer review meetings
Office Manager - Energy Reports & Surveys Ltd (ERS)
(1998-04 - 2010-01)
- Recruiting and managing a team of staff to agreed performance levels and reporting to the Managing Director on operational functions
- Assigning work to staff and managing their workload and output
- Advising staff on all HR issues
- Ensuring client contractual service levels are maintained
- Providing monthly Management Information packs to all clients
- Providing regular management reports including the collation of a monthly report to be presented to the Board of Directors
- Providing PA support and assistance to the Managing Director
- Attending client review meetings and managing key relationships
- Office Management – ensuring all facilities are fully operational, including housekeeping and building security
Part Time Customer Service Assistant - Santander
(1998-01 - 1998-04)
- Dealing with customer accounts face to face at the counter
- Processing cheque and cash payments
- Balancing tills
- General administration as required
Residential Recoveries Manager - Nationwide Building Society - Head Office – Northampton
(1988 - 1997-12)
- Management and sale of a portfolio of repossession properties
- Training and supervising a team of 15 staff
- Monitoring the performance of service providers
- Devising and implementing quality controls
- Analysing business objectives and setting targets
Branch Manager - Nationwide Building Society - Galashiels Branch
(1986 - 1988)
Management Trainee - Nationwide Building Society - Aberdeen Branch
(1983-11 - 1986)
