Maryanne Clark

Customer-focused leader with extensive experience across construction, refurbishment, housing, waste services, and local authority operations. Skilled in managing customer care teams, delivering KPI-driven performance, resolving complex issues, and supporting multidisciplinary site and project teams. Strong communicator with proven ability to build relationships, influence stakeholders, and improve service delivery.

Highly organised, ambitious, and adaptable, with a broad skill set transferable across industries.

CUSTOMER EXPERIENCE MANAGER at MCCONNELL LTD (2024-10 – 2026-08)

• Led customer experience across refurbishment and technical projects working with 21 clients
• Supported Resident Liaison Officers, clients, site teams, and internal staff to ensure smooth project delivery
• Managed all customer care issues, prepared KPI reporting for clients, and contributed to board meetings
• Strengthened communication channels and improved customer satisfaction across refurbishment programmes

CUSTOMER EXPERIENCE MANAGER at CALA HOMES EAST (2021-01 – 2024-10)

• Managed the Customer Service Team, overseeing operations, administration, and compliance
• Ensured legislative and quality documentation was completed prior to handover
• Produced monthly board reports and monitored KPI performance
• Acted as highest escalation point for complaints from CEO and Managing Director
• Coordinated repairs during defect liability periods, liaised with subcontractors and site teams, and analysed defect trends to drive improvements
• Managed departmental budgets and ensured accurate Salesforce reporting

CUSTOMER CARE MANAGER at ENGIE (2019-12 – 2020-12)

• Led the Customer Care Team, ensuring efficient systems and compliance with procedures
• Prepared legislative documents and monthly board reports
• Inspected new-build properties, managed repairs within KPI timescales, and liaised with subcontractors, residents, and site teams
• Analysed defects, supported SHEQ compliance, and ensured accurate reporting through AIMS systems

CUSTOMER SERVICE COORDINATOR at ROBERTSON PLC (2018-05 – 2019-08)

• Coordinated customer care activities across multiple projects
• Supported inspections, handovers, snagging, and documentation
• Managed repairs within KPI timescales and liaised with subcontractors, clients, and residents
• Prepared monthly reports, updated project plans, and ensured accurate record keeping in a fast-paced environment

WASTE TECHNICIAN at EAST DUNBARTONSHIRE COUNCIL (2018-01 – 2019-01)

• Supported Waste Services, ensuring compliance, developing policy, and delivering sustainable waste management initiatives
• Produced reports, analysed data, and delivered information to schools, businesses, and community groups

TRAFFIC OFFICER (ENGINEERING) – SECONDMENT at EAST DUNBARTONSHIRE COUNCIL (2016-01 – 2016-12)

• Delivered road safety education, prepared reports and policies, provided technical advice, and chaired multi-agency meetings with Police and Fire Services

WASTE STRATEGY OFFICER at EAST DUNBARTONSHIRE COUNCIL (2014-01 – 2016-12)

• Managed commercial waste clients, handled pricing and invoicing, carried out audits, maintained records, and delivered information at public meetings and community events

ROADS TECHNICIAN at EAST DUNBARTONSHIRE COUNCIL (2011-01 – 2014-12)

• Supported Roads Services, monitored fleet performance and safety, managed winter schedules, and handled financial accounts and budgets

CUSTOMER SERVICE AGENT at EAST DUNBARTONSHIRE COUNCIL (2001-01 – 2011-12)

• Frontline advisor delivering a wide range of council services including housing, repairs, roads, lighting, cleansing, payments, homelessness, and emergency issues

CABIN CREW at BRITISH MIDLAND

CUSTOMER SERVICE OFFICER at KLM UK

HEALTHCARE ASSISTANT / ADMINISTRATION ASSISTANT

PERSONAL ASSISTANT at SCOTTISH CITYLINK COACHES