Heather Cunliffe
Colchester,Essex
Summary
Results-driven Senior Manager with knack for transforming teams and processes to achieve organisational goals. Leveraged leadership skills to boost team productivity and streamline operations, delivering impactful changes across departments. Known for fostering collaborative environments and driving strategic growth initiatives.
Offering strong skills in leadership and team development. Knowledgeable about managing cross-functional teams and driving project success. Ready to use and develop skills in communication, problem-solving, and decision-making in any role.
Overview
31
31
years of professional experience
12
12
years of post-secondary education
Work history
Company Director
The Dragonfly Hut Ltd
Colchester, Essex
2022.07 - 2026.05
- Successful small business owner of holiday rental property
- Designed and created all Social Media content, booking platforms and branding
- Attained continuous excellent customer reviews and booking rates
- Airbnb super host
- Accredited Mindfulness Meditation practitioner
- Collaborated with local businesses for mutually beneficial partnerships.
- Established and successfully managed profitable business, demonstrating exceptional entrepreneurial skills and business acumen.
Head of Casework Teams
Financial Ombudsman Service
London
2012.02 - 2021.08
- Successful senior leader of up to 12 casework Teams
- Management upskilling, development and mentoring
- Managed conflict resolution within teams, ensuring smooth workflow.
- Streamlined operations by introducing efficient resource management strategies.
- Fostered positive work environment that encouraged creativity and innovation.
- Improved staff productivity through effective workforce management techniques.
- Driven change management initiatives resulting in organisational agility.
- Facilitated cross-functional collaboration leading to improved operational efficiency.
- Implemented operational improvements to reduce costs and drive revenue in alignment with corporate objectives.
- Assisted HR personnel with recruitment, hiring and training highly effective teams.
- Collaborated with customer service teams to collect and evaluate customer feedback, implementing improvements to address customer pain points.
- Liaised with board members to discuss operational strategy and review budgetary requirements.
- Led with empowering and empathetic leadership style, leveraging emotional intelligence and proactive communication to defuse conflict.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Casework Team Manager
Financial Ombudsman Service
London
2011.08 - 2012.02
- Managed performance of a team of adjudicators to achieve all corporate objectives
- Improved individual and team performance across all areas using LEAN practices and engagement techniques
- Improved communications and staff engagement scores in struggling team
- Designed and implemented new team communication strategy which was used company wide
- Improved customer satisfaction scores in historically low scoring area
- Brought in staff engagement initiatives and focus groups
- Handled high volume of phone calls from irate customers calmly achieving peaceful conflict resolutions..
- Reduced consumer waiting times on the most complicated complaints
Team Manager (Level 1 – Level 2)
Legal & General
Brighton
2006.01 - 2011.01
- Creation of High Performing Team - Pensions Servicing– First Contact
- Successful creation of new phone team - Pension Claims
- Successful Restructure of Pension Claims department
- ILM Certificate in Management – Achieved Top 10% result
- Level 3 Certificate in Financial Administration (CF1 and FA2)
- Number of direct reports ranged from 12-20
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Steered project execution whilst adhering strictly to timeline constraints.
- Encouraged open dialogue amongst employees for better problem-solving ability.
- Coordinated with various departments for seamless workflow.
- Streamlined processes to improve and optimise office operations.
- Improved staff productivity through effective workforce management techniques.
- Implemented cost-saving initiatives to drive profitability.
Customer Service Consultant (Level 1 – Level 2)
Legal & General
Brighton
2004.01 - 2006.01
- Processed all types of pension payments within FSA guidelines and regulatory controls.
- Execellent customer service – call handling and written communications
- Complaint handling
- Staff training, coaching and sampling
- Utilised product knowledge to assist customers with enquiries and purchases.
- Assisted customers with varying questions using product knowledge and service expertise.
Bar Management – Bar supervisor - General Manager - Relief Manager (across various sites)
C-Side Ltd
Brighton, Brighton and Hove
2003.01 - 2004.01
- Staff Management and training
- Stock rotation and ordering
- Sales and events promotion
- Accounts and reporting
- Maintained a clean and hygienic environment, improving overall ambiance of the bar.
Customer Service Administrator
Norwich Union Healthcare
Southampton
1995.01 - 2000.01
- Organisation of administration services for large Customer Services department including implementation of a flexi-time management system.
- General office administration
- Staff supervision and training
- Input and payment of Medical Claims
Education
Level 3 Certificate - Financial Administration (CF1 and FA2)
Chartered Insurance Institute (CII)
London 2008.01 -
Certificate - Management
ILM
London 2007.01 - 2008.01
Higher National Diploma - BA Hons - Primary Education (Early Years)
Brighton University
Brighton 2000.01 - 2003.01
A-Levels - English Language, Theatre studies, General Studies
Barton Peveril College
Southampton 1997.01 - 1999.01
3 GCSE’s - Biology, Film Studies, Theatre Arts
Barton Peveril College
Southampton 1994.01 - 1995.01
9 GCSE’s -
The Gregg School
Southampton 1989.01 - 1994.01
Skills
- Resilience under pressure
- Disciplinary procedures
- Escalated complaint handling
- Operations planning
- Continuous Improvement implementation
- Leadership development
- Performance monitoring
- Organisational change management
- Customer relationship management
- Excellent work ethic
- Change implementation
- Excels in team leadership
- Process improvement knowledge
- Engaging leadership style
Affiliations
- Mindfulness meditation
Timeline
Company Director
The Dragonfly Hut Ltd
2022.07 - 2026.05
Head of Casework Teams
Financial Ombudsman Service
2012.02 - 2021.08
Casework Team Manager
Financial Ombudsman Service
2011.08 - 2012.02
Level 3 Certificate - Financial Administration (CF1 and FA2)
Chartered Insurance Institute (CII)
2008.01 -
Certificate - Management
ILM
2007.01 - 2008.01
Team Manager (Level 1 – Level 2)
Legal & General
2006.01 - 2011.01
Customer Service Consultant (Level 1 – Level 2)
Legal & General
2004.01 - 2006.01
Bar Management – Bar supervisor - General Manager - Relief Manager (across various sites)
C-Side Ltd
2003.01 - 2004.01
Higher National Diploma - BA Hons - Primary Education (Early Years)
Brighton University
2000.01 - 2003.01
A-Levels - English Language, Theatre studies, General Studies
Barton Peveril College
1997.01 - 1999.01
Customer Service Administrator
Norwich Union Healthcare
1995.01 - 2000.01
3 GCSE’s - Biology, Film Studies, Theatre Arts
Barton Peveril College
1994.01 - 1995.01
9 GCSE’s -
The Gregg School
1989.01 - 1994.01