Summary
Overview
Work History
Education
Skills
Timeline
Hobbies and Interests
Training
Key Achievements
Awards
Generic

CV 1545

London,ENG

Summary

Dynamic and results-driven Business Support Manager with over 14 years’ experience delivering high-level executive support and leading administrative teams across local authority, education, and corporate settings. Skilled in managing and developing Executive and Business Support staff, providing seamless support to Directors and senior leaders, and ensuring governance, compliance, and operational excellence at scale. Proven ability to streamline processes, implement innovative solutions, and maintain exceptional stakeholder relationships. Adept at balancing competing priorities, exercising political awareness, and driving service improvements through data-driven decision making.


Overview

12
12
years of professional experience

Work History

Business Support Manager/TeamLeader

Lambeth Council
09.2023 - Current
  • Company Overview: Local Authority
  • Ensured 100% compliance completion for new staff by leading onboarding within the service area.
  • Successfully audited travel budget for over 70 social workers, using power BI for monitoring trends and using data to influence better business decisions.
  • Monitored and managed travel response, ensuring social workers received timely support and funding for their duty work.
  • Enhanced support for 7 Business Support Officers by structuring detailed role-specific information and service area resources, optimizing efficiency in Children's Social Care.
  • Led budget management efforts, overseeing weekly fund transfers to social workers and managing a support team to ensure smooth financial operations.
  • Standardized document management, eliminating scattered file storage and improving knowledge retention when staff transitioned.
  • Managing the recruitment, induction and training of new Business support officers through changes.
  • Created and implemented a centralized SharePoint site to store key documents, ensuring seamless access to essential information for Business Support Officers (BSOs).
  • Established and continuously developing a user-friendly SharePoint page for all business officers, providing easy access to resources for role fulfillment.
  • Led a team responsible for business support activities for strategy meetings which have a 48-hour deadline for completion of referrals and minutes for clients.
  • Increased team productivity by 25% through implementation of new workflow processes'.
  • Maintained a stakeholder and client satisfaction rate of 95% by resolving escalated issues within 24 hours.
  • Successfully conducted 1-1 appraisal meetings for a team of 7 Business Support Officers, leading and motivating staff to improve and succeed.
  • Consistently maintained a high quality customer service.
  • Led to a 40% increase in stakeholder satisfaction by establishing effective communication and feedback mechanisms across levels.
  • Boosted team's productivity by 30% by streamlining administrative processes and automating report generation.

Executive Support for Assistant Directors

Lambeth Council
07.2022 - 08.2023
  • Company Overview: Local Authority
  • Conduct data quality audits to identify and resolve data issues and inconsistencies.
  • Deliver core tasks for Assistant Directors and to ensure administrative services run efficiently.
  • Ability to co-ordinate meetings including statutory and complex Meetings.
  • Taking minutes and being able to administer full, accurate and detailed agenda's and actions of complex conferences, review and panel meetings within agreed timescale.
  • Assisting the director in complex grievances and job interviews.
  • Holding staff and headteacher events, organising catering, equipment and speakers.
  • Ability to work on own initiative, to manage and prioritise own workload, setting appropriate objectives and deadlines.
  • Providing support with recruitment processes, managing subject access requests (SARs), handling complaints, and coordinating efficient file retrieval.
  • Co-ordinate logistics for conferences and processed travel requests for staff to attend professional conferences and meetings.
  • Distributing emails across the division to share relevant information as requested.
  • Creating documents to compile and distribute on behalf of director.

Administrator/Coordinator

Orchard Hill College - Tooting
03.2018 - 03.2022
  • Company Overview: Administrator temporarily promoted to Coordinator
  • Maintained and updated student information regularly via the college database (Rems).
  • Answered 100% of incoming calls and maintained office inventory.
  • Minute taking for weekly meetings and school reviews.
  • Liaising with various stakeholders internally and externally ranging from social workers, SEN and Link schools.
  • Successfully co-ordinated the duties of a team of 4 people.
  • Proofread presentations, paperwork or documents for senior management and assistant head of the college.
  • Leading Admin staff and making sure procedures were followed by all centre admin within the college.
  • Optimized the student bursary grant campaign, increasing applicant numbers and securing additional government funding, contributing to enhanced financial support for the organization.
  • Implemented cost-effective office supply management by monitoring stock usage and regulating purchases, ensuring expenditure remained low and within budget.
  • Managed correspondence and ensured parents were informed of any changes happening within the college.
  • Managed and monitored Outlook email ensuring all queries were dealt with in a timely manner ensuring to communicate anticipated response time for any ongoing workload.

Business Support / Administrator

L&Q Living - Tooting
07.2017 - 02.2018
  • Company Overview: Housing Association
  • Assisted in the development and improvement of administrative systems.
  • Management of the administration of one location and successfully co-ordinated and delegated duties to a team of 3.
  • Provided superior customer service through direct interactions with ~30 customers daily.
  • Preparing and organising of weekly, monthly and quarterly meetings and events.
  • Ordering stationery and maintaining a smooth office environment.
  • Leading in managing and compiling Committee meetings and packs.
  • Managing correspondence of Assistant Directors enquiries.

Onboarding Administrator

Deliveroo
10.2016 - 01.2017
  • Company Overview: Marketplace
  • Reduced customer's operational onboarding costs by 60%.
  • Managed onboarding and processing on average 20 employees per month.
  • Adeptly handled 80 -100 of inbound calls per day.
  • Built client relationships which resulted in increased numbers of onboarding drivers per week.
  • Excellent and consistent communication Sending email and message correspondence to prospective drivers to prompt candidates to complete their paperwork as part of the onboarding process.
  • Continually met daily targets through dedication to drivers and continued support of drivers in completing the onboarding process within a given time.

IT Desk Administrator

John Lewis Head Office
09.2015 - 07.2016
  • Company Overview: Retail Head office
  • Worked as an IT Desk support providing computing services and help-desk support for 500 employees.
  • Managed to keep an up-time of 99% of network devices, servers.
  • Enhanced customer satisfaction by promptly and professionally replying to (100+) emails daily.
  • Resolved technical issues for (50+) employees monthly, ensuring operational efficiency.
  • Improved resolution rate by (30%) by efficiently forwarding (200+) employees monthly to the relevant departments.

Administrator

Chelsea and Westminster Hospital
11.2013 - 11.2014
  • Company Overview: Burns and Plastic Surgery Therapy Team
  • Answered 100% of incoming calls and maintained office inventory.
  • First point of contact for patients coming into ward for treatment and showing empathy to patients to assist them in the best way possible.
  • Communicated with patients via phone, email and in person which helped decrease missed appointment rate and ensured doctors avoided having repeat non-attending patients.
  • Regularly booked new and follow-up appointments on the trusts EPR system.
  • Kept patient records up to date at all times.
  • Maintained confidentiality through correct policy and procedure at all times.

Education

Level 3 (Diploma) Apprenticeship - Data Insights in Business Decisions

Multiverse (Lambeth Council)
London, ENG
09.2025

MSc - Business Innovation and Creative Entrepreneurship

London Metropolitan University
London
04.2016

BA - Media And Event Management

University of West London
London, ENG
11.2011

Skills

  • Stakeholder Management
  • Executive Support
  • Team Leadership & Recruitment
  • Service Improvement
  • Business Administration & Management
  • Governance & Audit Support
  • Report Writing & Documentation
  • Budgeting & Statement Reconciliation
  • Problem Solving & Strategic Planning
  • Microsoft Office Suite (Outlook, Excel, PowerPoint)
  • Data Analysis (Power BI, Excel)
  • Collaboration & Innovation

Timeline

Business Support Manager/TeamLeader

Lambeth Council
09.2023 - Current

Executive Support for Assistant Directors

Lambeth Council
07.2022 - 08.2023

Administrator/Coordinator

Orchard Hill College - Tooting
03.2018 - 03.2022

Business Support / Administrator

L&Q Living - Tooting
07.2017 - 02.2018

Onboarding Administrator

Deliveroo
10.2016 - 01.2017

IT Desk Administrator

John Lewis Head Office
09.2015 - 07.2016

Administrator

Chelsea and Westminster Hospital
11.2013 - 11.2014

Level 3 (Diploma) Apprenticeship - Data Insights in Business Decisions

Multiverse (Lambeth Council)

MSc - Business Innovation and Creative Entrepreneurship

London Metropolitan University

BA - Media And Event Management

University of West London

Hobbies and Interests

Reading, Support Local Church, Training, Goal Setting, Charity, Travelling

Training

  • Introduction to Project Management L&D Academy (2024)
  • Political Awareness L&D Academy (2024)

Key Achievements


Leadership & Team Development – Managed and developed a team of 7 Business Support Officers, improving productivity by 30% and maintaining 95% stakeholder satisfaction through effective coaching, performance management, and workflow optimisation.
Executive Support Delivery – Provided high-level administrative and executive support to Assistant Directors and senior leaders, including governance, grievances, statutory meetings, correspondence, and minute-taking for complex panels within strict deadlines.
Governance & Compliance – Achieved 100% compliance in onboarding processes, led data audits, and managed SARs and budget oversight, ensuring transparency, accountability, and adherence to governance standards across the service.
Innovation & Transformation – Designed and launched a centralised SharePoint hub and automated reporting systems, eliminating fragmented document storage and improving efficiency of executive support teams across multiple service areas.
Strategic Problem Solving – Audited and streamlined the travel budget for 70+ social workers, using Power BI to identify inefficiencies and deliver cost-effective solutions, directly informing senior leadership decisions.

Political & Organisational Awareness – Recently completed Political Awareness training (2024) and successfully navigated sensitive local authority contexts, anticipating organisational shifts and ensuring executive support services remained agile and responsive.

Awards

Highlighted Project Case Study: Led a project recognized by apprenticeship course for its outstanding impact, selected as a case study to illustrate the effectiveness of my initiatives. Demonstrating my ability to introduce initiatives with measurable success.

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