Bonita-Jayne Hilton

I support both the Building Safety Manager and the Fire Safety Manager in maintaining the association’s building and fire safety compliance data, ensuring all information remains accurate and up to date at all times. The role ensures that information entered into or extracted from the association’s systems is accurate, concise, correct, and fit for purpose.

This position provides operational oversight of building and fire safety data, supports statutory compliance under the Regulatory Reform (Fire Safety) Order 2005, the Building Safety Act (Wales) 2026, and other relevant legislation, and contributes to maintaining the golden thread of safety information.

· Maintain the quality and integrity of building safety and fire compliance data using association systems by inputting data, checking and identifying data held at all times in order to maintain compliance with statutory duties.

· Take a lead role in inputting compliance data relating fire and building safety information.

· To assist in Data Quality Action Plans (DQAP) to ensure data is validated and correct.

· To provide weekly reports to the team managers related to fire and building safety measurables and KPI’s.

· To raise Purchase Orders for compliance activities as required by the team.

· Work collaboratively with other key areas of the business and communicate the importance of relevant and accurate compliance information across the business to increase other teams’ awareness and effective use of compliance data, to inform future programmes of work and improve on current business performance.

· Support the compliance and data assurance team leader to produce accurate information that complies with all relevant legislation and regulatory inspection frameworks.

· Attend relevant internal meetings and meetings with internal staff and external contractors to support the delivery of fire and building safety matters.

· To be the main point of contact within the compliance team for the processing of compensation claims relevant to compliance activities.

· To record and manage details of resident complaints or instances of mandatory occurrence reporting in conjunction with the fire and building safety managers.

· Help to maintain structured records contributing to the building’s safety case and golden thread of information.

I provided general administrative support to the Property and Place Directorate to ensure its effective operation with a clear focus on customer service.

• Promoted healthy client relationships through prompt query resolution.
• Streamlined office procedures to improve efficiency and productivity.
• Managed appointments and schedules, ensuring smooth workflow within the department.
• Coordinated team meetings for better communication and project collaboration.
• Maintained effective record systems, ensuring easy access to vital information.
• Facilitated smooth business operations by managing administrative tasks.
• Liaised between different teams for improved communication and coordination of projects.
• Handled sensitive information discreetly, protecting company confidentiality at all times.
• Ensured timely report submissions with meticulous document control practices.
• Improved data accuracy with rigorous quality checks of database entries.
• Updated business support policies and procedures to reflect regulatory changes.
• Responded proactively to changing demands to provide flexible, reactive business support.
• Processed incoming and outgoing mail to maintain timely postal services.
• Scanned, photocopied and faxed documents according to staff support requests.
• Managed staff diaries and booked meetings to balance workload and time constraints.

• Team coordination resulted in improved workflow synchronisation.
• Utilised advanced scheduling software, improving time management capabilities.
• Maintained accurate records of all planning activities for transparency and accountability.
• Liaised with clients throughout the planning process, securing client satisfaction.
• Adhered strictly to industry standards in all planning tasks.
• Coordinated task distribution, increasing overall productivity.

• Participated actively in team meetings contributing valuable ideas towards improving the overall department performance.
• Delivered personalised service to each client, fostering trust and loyalty.
• Managed large volumes of incoming calls for efficient customer service operations.
• Escalated unresolved issues within appropriate channels guaranteeing timely resolution.
• Maintained high-level product knowledge for accurate advice and recommendations.
• Collaborated closely with colleagues to resolve complex customer issues swiftly.
• Achieved higher customer retention through consistent follow-ups and updates.
• Enhanced customer satisfaction by promptly addressing queries and concerns.
• Implemented feedback from customers to improve services offered.
• Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
• Managed high-volume customer enquiries across various channels, delivering helpful, timely and professional service.
• Recorded and processed customer data accurately.
• Adhered strictly to policies and procedures for continued company compliance.
• Handled phone, email and social media enquiries with consistent customer service across multiple channels.
• Answered customer telephone calls promptly and improved on-hold wait times.
• Built positive customer rapport through friendly, professional communication.
• Asked probing questions of clients to understand needs and identify actionable requirements.
• Maintained up-to-date client records in database systems.
• Logged customer communications for complete service records.
• Set up appointments for customers and entered work tickets to obtain needed services for clients.