Experience

Heriot Watt University, Edinburgh

• United Kingdom
• Architecture and Planning
• 200 - 300 Employee

• Information Governance Officer

  • Jul 2022 - Present

• Information Governance Officer

  • Jul 2022 - Present

• Senior Administrator

  • Mar 2020 - Jul 2022



John Lewis & Partners

• United Kingdom
• Retail
• 700 & Above Employee

• Retail Assistant

  • Nov 2019 - Jan 2020

  Consistently delivered a friendly and professional service to customers, helping to positively reinforce the John Lewis brand. Also demonstrated flexibility across the shop floor and supported colleagues by completing a variety of customer focused tasks e.g. till operation, processing returns, checking stock levels, answering adhoc queries Consistently delivered a friendly and professional service to customers, helping to positively reinforce the John Lewis brand. Also demonstrated flexibility across the shop floor and supported colleagues by completing a variety of customer focused tasks e.g. till operation, processing returns, checking stock levels, answering adhoc queries



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Team Manager

  • Dec 2014 - Sep 2019

  Led a team of case handlers to ensure all Data Subject Access Requests were dispatched to customers within the 30 day regulatory time frame as stipulated in GDPR. Built lasting relationships with stakeholders to ensure all internal Service Level Agreements (SLAs) were met. Oversaw the completion of responses to complaints received, working to internal and external timescales, always keeping customers’ best interests at heart. Positively supported the department through a period of intense change regarding the introduction of GDPR in May 2018 and worked closely with the Project Team to oversee training on new guidelines, systems and a new database. Compiled and analysed detailed MI on a daily basis. Completed Quality Assurance checks on cases (including ensuring Records Management guidelines were adhered to) and provided constructive feedback for personal development. Took sole responsibility for ensuring all team members had full access to the relevant systems. Coordinated the department’s property relocation which included liaising with the multiple contacts to ensure minimum disruption to BAU tasks. Handled the annual reconciliation of the department’s accounts. Introduced a robust cross skilling program to ensure all team members were fully trained whilst also encouraging staff engagement and improving excellent customer service. Show less

• Subject Access Administrator

  • Jan 2011 - Dec 2014

  Handled customer queries by email, telephone and letter. Worked to the 40 day statutory timeline to provide personal information to customers as stipulated in the Data Protection Act. Reviewed, distributed and redirected daily mail received. Utilised bank systems to verify customers’ identity. Liaised with stakeholders to provide customer data.

• Analyst

  • Dec 1996 - Jan 2011

• Customer Service Representative

  • Aug 1985 - Dec 1996