Michelle Kingdon

A highly motivated and caring individual who has a passion for exceeding expectations and takes pride in helping others to achieve their goals and dreams.

Care Centre Manager at Dignity Funerals (2020-06 – 2026-07)

• Oversaw daily operations and resource allocation within multiple Care Centres (mortuaries)
• Lead and support teams including Funeral Service Operatives, Embalmers, Administrators and Care Centre Leads
• Ensure dignified care of the deceased and timely service delivery
• Maintain a safe, compliant, and efficient working environment
• Drive operational excellence through cost control and logistics coordination
• Foster a culture of accountability, professionalism, and continuous improvement
• Collaborate closely with Funeral Homes and Service Delivery teams
• Support out-of-hours deceased transfers
• Monitor and ensure adherence to regulatory, health & safety, and company standards
• Lead regular audits and quality checks to maintain service excellence

HR and Administrator at TulipCare (2017-05 – 2020-06)

• Writing and regularly reviewing the business emergency continuity COVID-19 plan, implementing and maintaining new procedures to keep staff, young people and visitors safe by reducing the risk of spread of the virus within the homes
• Writing and updating policies in line with TulipCare's ethos and aims, current regulations and ofted requirements
• Managing end to end recruitment whilst adhering to safer recruitment procedures
• Maintaining staff files
• Managing pension enrolments and private healthcare memberships
• Processing timesheets and payroll
• Managing sickness and holiday diaries and allowances
• Managing learning and developmental needs across the organisation including creating and updating the homes developmental plans, sourcing and assigning individual training courses, booking group training courses and practice forums
• Supporting employees with HR related enquiries
• Supporting and providing neutral guidance and assistance during disciplinary processes
• Overseeing all health, safety, fire and environmental aspects of the homes. Ensuring servicing and repairs are booked and carried out in a timely manner and in accordance with regulations
• Carrying out risk assessments and planning for the health and safety, fire, environmental, staff, contractor, care and education elements of the business
• Managing property maintenance, ensuring both homes are maintained to a high standard to support the therapeutic structure
• Supporting the Service Manager and Director with administrational tasks

Healthcare Assistant at BUPA Care Home (2016-07 – 2017-05)

The residential home has two sides, one which provides specialised care for individuals who have been diagnosed with Dementia the other specialises in end of life care.

• Providing personal care to all residents
• Providing and assisting with evening/breakfast meals and with snacks where required through the night
• Providing a person-centred approach care to all residents in accordance to their individual care plans
• Comforting both residents and family/friends during difficult times – end of life and after a resident had passed
• Carrying out observations
• Updating care plans and residents' files

Care Consultant/Care Assistant at Bexley SCP (2014-07 – 2016-07)

• Worked in a team of two to manage the full recruitment process for new carers across the organisation and maintain compliance in line with CQC requirements
• Attending recruitment
• Carry out supervisions, observations and appraisals for all active carers (approximately 100+ employees)
• To monitor, assign and record carer's training and development – including mandatory training, care certificates and levels 2 & 3 in Health and Social Care
• Supporting with general administration and enquires from management, carer's, service users and family/friends of the service users
• Supported co-ordinators by covering on-call and helping with
• Providing Personal Care to vulnerable adults within their own homes
• Administration of medication
• Providing assistance with meals including meal preparation, cooking, help with feeding
• Providing light domestic tasks such as laundry, washing up, making beds, tidying up etc.
• Providing companionship

Assistant Store Manager at Metro Bank (2011-05 – 2014-07)

Metro Bank was a new bank founded in 2010 and prides itself on customer service and changing the way of the banking system in the UK.

• Managing day to day running of the store
• Managing staff roasters for up to 18 employees (Shift work over 7 days)
• Directly line manage approximately 8 employees at any one time
• Managing risk frame works and ensuring all security and regulatory checks were carried out in a timely manner
• Overviewing Health and Safety within the store
• Managing facilities and store standards
• Developing and coaching employees
• Ensuring a high level of excellent customer service to customers
• Participating in the opening of new stores in and around London

Customer Service Manager at Nationwide Building Society (2005 – 2011-05)

• Day to day running of the branch
• Managing the staff team by supporting daily, carrying out monthly supervisions, annual appraisals, observations and staff meetings
• Managing sales and service targets in branch
• Ensuring that all procedural and regulatory processes were followed correctly
• involved in the completion of regular branch audits (also supported other branches as well as my own)
• dealing with non-regulatory customer complaints

Customer Service Advisor at PC World (2000 – 2005)

• Working on the customer services desk supporting customers with complaints, refunds, exchanges and enquires
• Carrying out PC health checks on customers PC's and Laptops
• Assisting the IT Technicians with PC hardware upgrades such as hard drives, RAM, additional ports, etc
• Assisting with internal audits both for the store and in the PC clinic

Level 3 in Health and Social Care

Level 3 in Home Care Management

Level 5 in CIPD Intermediate Diploma in HR Management