Elisha Jordan

Team Leadership & Senior Staff Development:
I currently lead a team of 17 senior specialists, providing day-to-day direction, support, and operational guidance. I make sure the team stays motivated, high-performing, and compliant with all policies and standards. I carry out regular 1:1s, appraisals, coaching, and development, and help drive a culture of accountability and continuous improvement.

Operational Oversight & Service Performance Management:
I manage the full daily operation of the bereavement helpdesk, including rota planning, workload management, and quality checks across calls and written work. I handle high-risk, complex, and escalated cases and often act as the final decision-maker. My role involves balancing smooth operational performance with sensitive and accurate support for clients.

Technical Expertise & Decision-Making:
I act as the team's subject matter expert in estates and probate administration, giving clear guidance on difficult or unusual cases. I currently make important business decisions on exception requests where probate may not be possible, ensuring the approach is correct, consistent, and risk-managed.

Quality Assurance, Governance & Compliance:
I track and review performance against KPIs, including call wait times, handling times, and quality standards. I make sure all work follows safeguarding, confidentiality, and GDPR requirements, maintaining strong governance across the team.

Service Improvement, Projects & Strategic Development:
I lead ongoing improvements to how the service operates, identifying gaps, updating processes, and supporting longer-term development. I am currently leading a project to update and digitise all bereavement forms and client communications in line with our future operating model. This work directly supports the service's strategic aims and improves efficiency and client experience.

Planned and coordinated weddings and events to a high standard, ensuring each client’s vision was delivered seamlessly. Alongside event management, I handled a range of operational duties including line management, stock control, and maintaining and negotiating supplier contracts.

During this role, I redesigned the beverage packages and led a full overhaul of bar operations to improve efficiency and service quality. These responsibilities were supported by the financial reporting and budgeting skills developed through both my degree and professional experience.

Supported the Restaurant and Events Managers in delivering high-quality guest and event experiences. Managed bar operations and scheduling for a team of 15+, assisted with weddings and events planning, and provided training to front-of-house staff. Served as the hotel’s Sustainability Champion, introducing green initiatives later adopted across the wider group.

Administered Covid-19 and flu vaccinations across multiple sites, ensuring safe and efficient delivery. Managed the secure storage of pharmaceuticals and hazardous materials, following NHS policies and clinical guidelines at all times. Provided calm, professional customer service while maintaining full confidentiality.

Ensured passenger safety and comfort by delivering high-quality customer service throughout flights. Completed pre-flight duties, including safety equipment checks and meal preparation. Trained in emergency first aid, survival procedures, and fire marshal protocols. Maintained calm and effective performance under pressure while managing multiple responsibilities on long-haul flights.