Hannah Caswall
Glasgow
Summary
A highly organised, reliable and proactive professional with extensive experience in customer-facing roles, recognised for delivering exceptional service and building strong relationships with clients, colleagues and stakeholders alike.
A collaborative team player who thrives in fast-paced environments, with a proven ability to manage competing priorities, solve problems effectively and consistently deliver high-quality results. Experienced in working across departments, coordinating teams and maintaining a calm, professional approach under pressure.
Detail-oriented, adaptable and committed to continuous improvement, with strong organisational and communication skills and a passion for driving efficiency. Dedicated to contributing positively to team success while delivering outstanding service and achieving organisational goals.
Overview
17
17
years of professional experience
Work history
Senior Service Operations & Compliance Coordinator
Fidelity Integrated Systems
2023.02 - 2026.08
- Providing strategic administrative and operational support to the Service Director and Service Operations Manager, ensuring the efficient delivery of departmental objectives and service excellence.
- Coordinating end-to-end recruitment process for engineering staff, as primary liaison with recruitment agencies, screening CVs, conducting interviews, coordinating shortlists with senior management and maintaining comprehensive recruitment records.
- Managing operational administration of major service contracts, overseeing client communications, resolving complex queries, coordinating engineers and subcontractors, scheduling planned and reactive works, supporting compliance requirements, processing invoicing, producing detailed reports and asset registers.
- Monitoring departmental performance against key performance indicators (KPIs) and client service level agreements (SLAs), analysing performance data and producing management reports to support strategic decision-making and continuous service improvement.
- Completion of job performance and costing analysis for all small works jobs, identifying efficiencies to support commercial performance.
- Driving operational improvement initiatives - reviewing and enhancing processes to strengthen regulatory compliance, improve productivity, and support best practice.
- Coordinating customer billing processes, including invoice preparation, validation and distribution.
- Compilation of weekly credit control reports for all maintenance contracts alongside client liaison to ensure contractual deadlines are met.
- Authorising supplier purchase orders and payments, ensuring financial accuracy, cost control, and adherence to company regulations.
- Delivering holiday and overflow cover across all reactive and planned works admin roles, demonstrating sound knowledge and experience in all areas of departmental operation.
- Maintaining high standards of performance and quality management in line with ISO 9001 accreditation requirements, supporting audits, compliance activities, and the ongoing development of robust operational procedures.
Learning and Teaching Coordinator
University of Stirling (Heath Science & Sport)
Stirling
2022.05 - 2025.11
- Coordinating and delivering administrative processes to support Divisional operations, ensuring consistency, efficiency, and alignment with University objectives.
- Fostering effective cross-departmental communication to enhance student and staff experience.
- Coordinating the operation of committees and boards by preparing agendas and papers, ensuring accurate record-keeping, tracking actions, and supporting compliance with governance procedures.
- Managing and maintaining accurate academic and student records, ensuring data integrity and supporting colleagues in using processes effectively.
- Liaising across departments to create and maintain teaching timetables alongside Canvas spaces, modules and assignments.
- Building and maintaining constructive and cooperative working relationships with stakeholders.
- Supporting investigating officers in Fitness to Practice cases; drafting confidential communications, attending witness interviews and recording findings in compliance with university regulations.
- Coordinating and monitoring compliance activities, ensuring timely follow-up and accurate record-keeping in line with University policies, enabling accountability and transparency.
- A member of Athena SWAN to aid inclusion and equality for staff in academic, professional and support roles.
- Providing long term staff cover, demonstrating flexibility, dedication and excellent time management to aid team success.
- Developing professional practice, building maintaining and sharing professional knowledge.
- Maintaining knowledge of systems, policies, and academic regulations, including quality assurance processes.
- Managing day-to-day financial transactions through processing, approval, and reporting.
- Sourcing, analysing and presenting available data to enable evidence-based decision making.
- Supporting the management of the Health Sciences Undergraduate team, including staff training and development initiatives.
Manager
The Bridge House
London
2020.08 - 2022.03
- Maintained excellent customer service through staff training and development, determining operational weak points and implementing corrective actions to improve service and repeat custom.
- Managed POS systems, processed payments, reconciled transactions, and prepared bank deposits accurately.
- Managed bookings and maintained a clear, organized event diary to support smooth day-to-day operations.
- Collaborated closely with general management to set and achieve performance targets, ensuring transparent and effective communication across the team.
- Drove sales by devising and promoting unique events, seasonal specials and promotional offers alongside an engaging social media presence, enhancing brand visibility and customer engagement.
- Strategically coordinated employee schedules, ensuring efficient and hardworking teams for each shift.
- Fostered a customer-centric work culture, using insights and feedback to refine service processes and encourage staff to exceed expectations.
- Forecasted inventory needs and managed supply procurement based on historical trends and projected business activity.
- Maintained relationships with external vendors to obtain quality supplies for excellent prices.
- Ensured a safe and compliant working environment by reducing risks and ensuring adherence to health and safety standards.
Manager
The Preston Park Tavern
Brighton
2018.08 - 2020.08
- As above
Client Support
JLT Group
2016.02 - 2017.06
- Supported the Real Estate Broking Team via office-based administrative responsibilities and direct engagement with underwriters and clients in the insurance market.
- Delivered exceptional client service by responding to complex enquiries promptly and providing tailored recommendations to meet individual customer needs.
- Managed end-to-end renewal processes for multiple accounts, ensuring the production of all legal documentation and full compliance with regulatory standards.
- Maintained effective communication and coordination between diverse stakeholders to support seamless service delivery.
- Fostered strong client relationships, consistently delivering high-quality service to retain and expand business opportunities.
- Collaborated within a team of over 50 insurance specialists, contributing to the design and delivery of client-specific risk transfer programmes that added value and enhanced coverage.
Office, Projects & Accounts Administrator
Fidelity Integrated Systems
2010.01 - 2016.01
- Provided comprehensive administrative support to the Operations Manager, Service Manager, and Directors.
- Delivered holiday cover across multiple departments, demonstrating adaptability, strong customer liaison and problem-solving skills.
- Oversaw the company’s credit control function, monitoring accounts receivable, debt collection and outstanding payments.
- Prepared a range of reports, including payment reconciliations, account statements, and financial overviews.
- Streamlined internal processes to improve the efficiency and accuracy of year-end internal and external audits.
- Raised and issued customer invoices based on technical analysis of engineers’ performance and job outcomes.
- Managed procurement processes, including the issuance of purchase orders and ensuring engineers were adequately equipped.
Education
BA Hons - English Literature
University of Sussex
SussexA-Levels -
Langley Park School
LondonGCSEs -
Farringtons School
LondonSkills
- Customer-focused with a commitment to service excellence
- Positive, solution-oriented mindset
- Quality assurance and ISO 9001 compliance support
- Employee training & development
- Regulatory knowledge and practical implementation
- Interdepartmental collaboration
- Meticulous report production
- Management of competing workstreams in high pressure environments
- Teamwork & management
- Schedule coordination and management
- Procedure development and process improvement
- KPI, SLA and quality performance analysis
REFERENCES
Available upon request.
Timeline
Senior Service Operations & Compliance Coordinator
Fidelity Integrated Systems
2023.02 - 2026.08
Learning and Teaching Coordinator
University of Stirling (Heath Science & Sport)
2022.05 - 2025.11
Manager
The Bridge House
2020.08 - 2022.03
Manager
The Preston Park Tavern
2018.08 - 2020.08
Client Support
JLT Group
2016.02 - 2017.06
Office, Projects & Accounts Administrator
Fidelity Integrated Systems
2010.01 - 2016.01
BA Hons - English Literature
University of Sussex
A-Levels -
Langley Park School
GCSEs -
Farringtons School