Louise Jefferies

Experienced operations and people manager with 20+ years' experience across local government, customer service, healthcare support, commercial and retail environments. Proven ability to lead teams, manage operational services, improve performance and deliver high-quality customer-focused services in complex and fast-paced environments. A confident and approachable people leader with substantial experience in line management, workforce planning, performance management, service improvement, stakeholder engagement, safeguarding, complaints and complex case resolution.

Skilled at working across organisational boundaries and building effective relationships with internal teams, external partners and professional agencies. Experienced in managing sensitive information and complex situations with discretion, accuracy and sound judgement. Strong track record of supporting vulnerable customers, resolving escalated issues, identifying service improvements and ensuring policies, procedures and statutory requirements are consistently followed.

Commercially aware and highly organised, with earlier experience as an Operations Manager within an international financial services environment, alongside extensive public-sector operational management experience.

CARELINE TEAM LEADER at Waverley Borough Council (2020-07 – 2026-07)

Responsible for the day-to-day leadership and operational delivery of a Careline service supporting vulnerable residents to remain safe and independent within their own homes.

• Directly manage and support Careline Officers, providing effective leadership, coaching, supervision and performance management.
• Support staff development, capability and wellbeing while maintaining clear service expectations and professional standards.
• Manage workloads, priorities and resources to ensure effective operational coverage and continuity of service.
• Provide leadership and direction when dealing with complex, sensitive or high-risk situations.
• Lead day-to-day service delivery, ensuring performance standards, operational requirements and customer expectations are consistently achieved.
• Monitor service performance and identify opportunities to improve processes, efficiency and customer outcomes.
• Support service planning, workforce management and continuous improvement activity.
• Manage stock procurement, inventory and allocation of operational resources.
• Maintain accurate records and ensure information is entered, updated and managed appropriately.
• Manage complex customer enquiries, complaints and escalations, working towards positive and sustainable outcomes.
• Build effective working relationships with Adult Social Care, hospital discharge teams, emergency services, healthcare professionals and other partner agencies.
• Coordinate responses to complex cases requiring collaboration across multiple services.
• Communicate confidently with customers, families, professionals and partner organisations, often in sensitive or challenging circumstances.
• Act as a safeguarding lead/champion, identifying concerns, taking appropriate action and ensuring issues are escalated in line with statutory responsibilities and organisational procedures.
• Handle highly sensitive and confidential information with professionalism, discretion and accuracy.
• Ensure operational practices remain compliant with relevant policies, procedures and statutory requirements.
• Manage aged debt and support income recovery, following up outstanding payments and working towards resolution.
• Monitor resources and stock requirements to support efficient service delivery.
• Contribute to service planning and operational decision-making.

CARELINE OFFICER at Waverley Borough Council (2019-04 – 2020-07)

Managed a client base of approximately 1,500 residents, providing a responsive and professional service to customers with varying needs.

• Installed, maintained and monitored personal alarm and telecare systems.
• Responded to complex and sensitive customer situations, exercising sound judgement and prioritising appropriately.
• Worked closely with Adult Social Care and other professionals to coordinate appropriate support for vulnerable residents.
• Identified and escalated safeguarding concerns in accordance with procedures.
• Built trusted relationships with residents, families, colleagues and partner agencies.
• Maintained accurate customer records and handled sensitive information appropriately.

CATALOGUE MERCHANDISING EXECUTIVE at The Book People (2016-11 – 2019-04)

• Coordinated the production and delivery of monthly consumer catalogues and biannual school catalogues.
• Managed multiple projects and competing priorities against demanding publication deadlines.
• Worked collaboratively with buyers, designers, copywriters, merchandising teams and other stakeholders.
• Analysed product performance and contributed to commercial decision-making.
• Supported marketing campaigns, catalogue planning and product selection.
• Coordinated information across multiple teams to ensure accurate and timely delivery.

EARLY YEARS CHILDCARE ASSISTANT at The Orchard Community Pre-School (2014-11 – 2016-11)

• Supported children's development, wellbeing and individual needs within a regulated environment.
• Maintained safeguarding responsibilities and adhered to required policies and procedures.
• Built positive relationships with children, families and colleagues.
• Maintained accurate records and worked collaboratively as part of a professional team.

OPERATIONS MANAGER at Ambro Limited (2004 – 2008-04)

Operations management role within an international commodities trading business providing Shari'a-compliant solutions to banks, financial institutions and corporate clients.

• Managed day-to-day operational functions and business administration.
• Coordinated international transactions and stakeholder communications.
• Managed operational processes to promote efficiency, accuracy and compliance.
• Developed and maintained relationships with financial institutions and commercial partners.
• Supported senior management with operational reporting, planning and business administration.
• Coordinated activities across different stakeholders to ensure effective operational delivery.
• Worked within a commercially focused environment requiring confidentiality, accuracy and attention to detail.

BUSINESS SECRETARY at McLellan Industries Inc (2003 – 2004)

• Provided executive support to the Managing Director.
• Managed complex diaries, international travel arrangements and visa applications.
• Prepared reports, correspondence and business documentation.
• Coordinated administrative activity across the business.
• Liaised with internal and external stakeholders on behalf of senior management.

RETAIL SUPERVISOR at French Connection (2000 – 2003)

Progressed from Retail Assistant to Retail Supervisor.

• Supervised team members and supported day-to-day store operations.
• Held keyholder responsibilities, including opening and closing procedures.
• Supported achievement of sales targets and maintained high customer service standards.
• Assisted with staff training, development and day-to-day performance.
• Dealt confidently with customers and operational issues in a fast-paced retail environment.

GNVQ Business Studies – Double Award in Business Studies – Godalming College

GCSEs – Broadwater School