Experience

Blue Cross UK

• United Kingdom
• Non-profit Organization Management
• 200 - 300 Employee

• Pet Bereavement Support Services Manager

  • Jul 2022 - Present

• Clinical Administration Manager

  • Nov 2021 - Jul 2022



Phynova Group Ltd

• United Kingdom
• Wellness and Fitness Services
• 1 - 100 Employee

• Office Manager

  • Sep 2018 - Oct 2021

  Responsible for the design, documentation & management of efficient office processes & systems Duties include: • Helpdesk - Leading & developing the Customer Services Helpdesk Team with responsibility for handling enquiries, complaints & requests for information, providing appropriate responses according to company FAQs & order processing. Setting SLA’s & KPI’s, assessing training needs & conducting training & coaching sessions. • HR – Writing, reviewing & updating company policies & procedures, management of the company’s HR software system, managing the end-to-end employee life cycle, of personnel data & ensuring compliance with GDPR, implementation of the company’s performance management framework, setting objectives & writing personal development plans, managing the company’s sponsorship program for Tier 2 skilled workers, monitoring absence & recording annual leave, being the go-to person for all HR related queries • Facilities Management - Arranging repairs & service visits & the management of external contractors & suppliers such as security, fire alarm, telecoms, reprographics, cleaners, confidential waste management, sanitary waste, utilities, waste collection, hospitality & IT • Health & safety - Completing H&S checks, risk assessments, providing DSE support & delivering H&S training to staff • Order processing - Managing B2C Online Sales Order Processing • Website updates - Working with IT supplier & Marketing Manager to update websites & social media • IT support - Working with IT supplier to provide IT support to the team, first point of contact & liaison for all internal IT issues • Pharmacovigilance & GDP compliance administration • Travel Management - Making travel arrangements & preparing itineraries for the team, supplier management of the company’s business travel management agent • Sample stock inventory - Management of sample stock kept at UK HQ • EA / PA - Providing ad hoc support to the Senior Management Team



THE DAISY FOUNDATION LTD

• United Kingdom
• Health, Wellness & Fitness
• 1 - 100 Employee

• Active Birthing Antenatal Teacher

  • Nov 2015 - Apr 2019

  Teaching Active Birthing Antenatal Classes to support, empower and educate women during pregnancy. Teaching Active Birthing Antenatal Classes to support, empower and educate women during pregnancy.



ROWANALYTICS LTD

• United Kingdom
• Industrial Machinery Manufacturing

• Office Manager

  • Dec 2017 - Sep 2018

  Responsible for a diverse set of administrative tasks for this start-up organisation. • Overall responsibility for the setup of the office, building & facilities management of the UK headquarters • Managing all UK HR & personnel issues, e.g. recruitment, holidays, sickness & leavers • Liaising with the Company’s legal, IP, H&S & financial consultants to ensure the efficient administration of the company • Ensuring financial transactions are dealt with in an accurate & timely manner including client invoices, supplier payments, payroll, pension, taxes, expenses & petty cash • General office & facilities support including the management of external contractors & suppliers to ensure that they comply with our company policies, travel planning & diary coordination of senior management



Roche

• Switzerland
• Biotechnology Research
• 700 & Above Employee

• Contact Centre Manager

  • Sep 2016 - Dec 2017

  Responsible for the Operational Management of the Customer Services Contact Centre for this global blue-chip healthcare organisation. • Leading and developing the Contact Centre Team to provide first line support to Hospitals, Laboratories and GP Surgeries to ensure that service and quality level requirements are met• Managing a team of 7 direct reports and 22 indirect reports• Development and appraisal of all direct reports within the Roche timetable and guidelines• Responsible for departmental recruitment, managing absence and conducting disciplinaries• Providing call handling guidance and feedback in 1:1 situations with team members • Production and distribution of staff metrics to key stakeholders• Responsible for end to end customer complaint management and implementing corrective plans to avoid reoccurrence• Testing and implementing telephony script changes • Creating reports and presentations on behalf of the Head of Customer Services• Deputise for Head of Customer Services in times of absence

• Site Services Facilities Manager

  • Nov 2006 - Sep 2016

  Responsible for setting up and establishing the Facilities Team within this newly created role in 2006 due to expansion and relocation of the companies’ Head Office and National Distribution Centre• Responsible for the management of all everyday services and processes that support the core business of the organisation, to provide the most suitable working environment for its employees and business activities• Leading and developing the Facilities Team to provide Building and Site Services Support across four separate buildings totalling 118,00 sq. ft. and housing over 700 employees• Managing a team of 5 direct reports and several third-party contracted services• Development and appraisal of all direct reports within the Roche timetable and guidelines• Responsible for departmental recruitment, managing absence and conducting disciplinaries• Directing and planning essential central services including Reception, Caretaking, Stores (incoming/outgoing mail), Well-Being Services & Gym, Building & Grounds Maintenance, Cleaning, Catering, Vending, Reprographics, Waste Disposal and Recycling

• Procurement Assistant

  • Jul 2005 - Nov 2006

  • Managing the day to day running of the company car fleet • Obtaining quotations from suppliers, maintaining necessary order documentation, progressing delivery of outstanding goods, and querying order value discrepancies• Sourcing and assessing suppliers and carrying out on-going supplier assessments