Carly Sandford
Edgware,Middlesex
Summary
Detail-oriented professional with 3 years in the Jewish charity sector, advancing from Family Liaison Officer to Head of Volunteer and Service Department. Led a team of 10, establishing a department that serves over 1,000 vulnerable individuals and manages 1,500 volunteers. Proficient in conducting training sessions, recruitment, developing databases, creating policies, and implementing efficient processes. Previous 25 years in customer service, finance, and administration, consistently delivering projects on time and within budget.
Overview
28
28
years of professional experience
Work history
Head of Volunteering and Services
GIFT
London
12.2022 - Current
- Led large volunteer and staff team.
- Enabled volunteering opportunities for over 1,300 volunteers.
- Developed and deployed systems using Microsoft Office, Dynamics, and Power BI to enhance departmental performance and reporting.
- Designed and implemented processes to improve operational efficiency and consistency.
- Created and delivered safeguarding training packages for staff and volunteers.
- Established communication processes to improve clarity, consistency, and decision-making.
- Introduced volunteer retention, recognition, and appreciation initiatives.
- Supported over 1,000 vulnerable individuals with meals, food parcels, and in-home assistance.
- Launched new referral, onboarding, and volunteering opportunities.
- Cultivated strong relationships with local charities, partner organisations, and contributed to fundraising events.
Project and Operations Administrator
Davis Grant Accountants
Ilford, Redbridge
04.2017 - 12.2022
- Monitored and reviewed conversion rate of prospective to new clients.
- Monitored and reviewed client retention rate.
- Served as key mediator between clients and HMRC.
- Boosted company efficiency through strategic technology upgrades and monitoring and adapting procedures, for example modernising GDPR training programme.
- Examined problem-solving strategies, highlighting development opportunities to improve operations by organising team building and social events both in person and online.
- Streamlined operational efficiencies by establishing and implementing new digital software such as Ignition, Trello and Toggl.
- Managed company's health and safety compliance.
- Aided senior leadership by recommending corrective actions and improvements to company operations by analysing financial data to track and achieve budget targets, for example analysing chargeable efficiency of Accounting Department
Bookkeeper
Davis Grant Accountants
Ilford, Redbridge
11.2010 - 04.2017
- Developed monthly, quarterly and annual profit and loss statements and balance sheets.
- Helped resolve client problems quickly with superior customer service including face to face visits.
- Immediately addressed problems with customer accounts to promote quick resolution.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Utilised Xero/Excel/Sage. to analyse and record company financial information.
- Created monthly, quarterly and yearly balance sheets to track financial trends and performance.
- Streamlined bookkeeping procedures to increase efficiency and productivity.
- Reconciled company bank, credit card, VAT, payroll and supplier and customer accounts every month/quarter, investigating and resolving discrepancies to keep accounts audit-ready.
- Entered financial data into company accounting database for verification and reconciliation, maintaining accurate and current accounts at all times.
- Carried out software training for clients and employees.
Customer Service Manager
Waitrose & Partners
London
10.1997 - 11.2010
- Managed team of 120 individuals on daily basis.
- Seconded to assist opening of flagship stores.
- Planned staff rotas for team to meet customer needs whilst remaining under budget.
- Implemented personal development programmes to enhance staff capabilities, safety and satisfaction.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Actioned client feedback to improve product and service offerings.
- Briefed and motivated staff to deliver daily operational requirements.
- Recruited high-performing, reliable staff for improved team productivity.
- Deescalated internal conflict and implemented motivational techniques.
- Actioned customer feedback to promote continued service improvement.
Education
Bachelor of Arts - Education Studies
Roehampton University
LondonCertificate of Higher Education - Bookkeeping
Institute of Certified Bookkeepers
City of LondonSkills
- Personable and methodical approach
- Team management
- Strategic planning
- Team building and communication
- Self-starter
- Proficient in Excel, Xero, Word, Sage
- Expertise in Microsoft Teams, Power BI, Dynamics, Credas, Trello, Ignition
- UK driving licence
Other Interests
- Foundation governor at childrens primary school for 7 years
- Synagogue youth committee
- Attending classes at the Synagogue
- Reading, Exercising, Cooking and Theatre
Timeline
Head of Volunteering and Services
GIFT
12.2022 - Current
Project and Operations Administrator
Davis Grant Accountants
04.2017 - 12.2022
Bookkeeper
Davis Grant Accountants
11.2010 - 04.2017
Customer Service Manager
Waitrose & Partners
10.1997 - 11.2010
Bachelor of Arts - Education Studies
Roehampton University
Certificate of Higher Education - Bookkeeping
Institute of Certified Bookkeepers