Rachel Barton

Experienced operational, customer-service and team-support professional with over 18 years experience working in a fast-paced, high-pressure environment with Northumbria Police. Experienced in providing team leader cover for teams of approximately 35 staff, monitoring KPIs, supporting staff welfare, addressing performance concerns and allocating workloads to maintain effective service delivery. Highly organised and confident working with complex systems, sensitive information and competing priorities.

Recognised as a go-to person for new systems and operational troubleshooting, with specialist experience as a Technical Communications Advisor for Airwave. Alongside my police career, I have experience in customer-facing business ownership and previous Assistant Manager experience, giving me a strong understanding of customer service, team support, commercial awareness and day-to-day operations. I am now looking to bring this combination of leadership, customer focus, operational experience and continuous-improvement thinking to a customer service management role.

Resource Controller - Northumbria Police

(2008-08)

Work within a busy operational environment supporting area commands and ensuring resources and priorities are managed effectively to meet required response standards.

• Provide team leader cover for approximately 35 staff, supporting day-to-day operations and helping maintain effective service delivery.
• Monitor individual and team KPIs, identifying trends, performance issues and areas requiring additional support or improvement.
• Support staff welfare and act as a point of contact when colleagues require guidance or assistance.
• Address performance concerns professionally, providing feedback, guidance and support and helping colleagues understand expectations.
• Allocate workloads and resources according to operational demand, changing priorities and available staffing.
• Coordinate high-volume, time-critical work while remaining calm and decisive under pressure.
• Monitor operational performance and use information and data to support effective decision-making.
• Deal professionally with challenging conversations relating to performance, conduct, welfare and operational expectations.
• Communicate priorities, procedural changes and expectations clearly to colleagues and partner teams.
• Support the introduction and implementation of new systems and processes.
• Act as a trusted go-to person for systems and troubleshooting, supporting colleagues when problems arise.
• Work with confidential and sensitive information in accordance with data protection requirements and police procedures.
• Liaise with internal teams, partner agencies and members of the public, adapting communication style according to the situation.
• Make decisions quickly and accurately where delays could affect service delivery, safety or customer outcomes.

Technical Communications Advisor - Airwave - Northumbria Police

(2008-08)

Alongside my Resource Controller responsibilities, I undertook specialist training to become a Technical Communications Advisor for Airwave communications.

• Provide technical advice and support to colleagues using operational communication systems.
• Act as a go-to person when technical or communication problems occur.
• Troubleshoot issues and identify practical solutions quickly.
• Support colleagues in understanding systems, processes and effective use of technology.
• Maintain a strong understanding of operational communications and their importance to service delivery.
• Communicate technical information clearly to colleagues with different levels of technical experience.

Own businesses - New Leaf Barbers/Extensions & RA Monreith

(2020-07)

Run a customer-facing barbering business alongside my main employment.

• Build and maintain strong customer relationships and encourage repeat and referral business.
• Manage appointments, scheduling, payments and day-to-day customer requirements.
• Deal confidently and professionally with customer queries or concerns.
• Maintain high standards of hygiene, presentation and service.
• Manage stock and supplies and ensure the smooth running of appointments.
• Balance customer expectations, time pressures and business requirements.
• Develop strong interpersonal and communication skills through daily customer interaction.

Dairy Farm Assistant - Gibbs & Sons - Stamfordham

(2023-01 - 2025-07)

Ad-hoc / Voluntary

• Provide additional support during staffing shortages and when working single-crewed.
• Assist with milking operations for up to approximately 180 cows.
• Carry out animal health and welfare checks.
• Identify issues such as mastitis and monitor cow health.
• Maintain high standards of hygiene and safe working practices.
• Work effectively as part of a small team in a demanding operational environment.

Assistant Manager - Chisholm Bookmakers - Morpeth

(2007-01 - 2008-08)

Supported the day-to-day running of the branch.

• Supervised and supported staff and helped maintain high standards of customer service.
• Trained and motivated team members.
• Managed customer concerns and resolved issues professionally.
• Monitored performance and supported action plans to improve KPIs.
• Managed cash and credit transactions and completed opening and closing procedures.
• Delegated workloads and ensured operational tasks were completed effectively.
• Maintained health and safety and company standards.
• Built strong relationships with regular customers and contributed to customer retention.

Banking assistant, Bar Supervisor, Cafe assistant & Restaurant waiting staff - Various

Previous employment

Ba (hons) - Graphic Design - Teesside University

National Diploma - Graphic design - Northumberland college

National Diploma - Photography - Northumberland college

GCSE's - Cramlington High School