Iain Pirie

Key Achievements:

• Training and upskilling a new team after 90% of my existing team were successful in an expression of interest.
• Recognised by senior management on several occasions for clearing backlogs in an extremely reactive time in 2023 due to newly set ministerial targets.
• Nominated in late 2023 to become part of a specialist team investigating highly complex/sensitive cases experiencing technical barriers.
• Awarded multiple incentives for accuracy of work.
• Selected by SMT to host a conference training session with over 100 staff members across the local unit.
• Selected to train and support Sheffield Asylum Decision Making Unit in casework over a 6 month period.
• Responsible for clearing technical system backlogs relating to permits for Grants of Asylum.

Key Responsibilities:

• Accurate operational delivery of determinations of Asylum Seeker applications.
• Responsible for implementing training initiatives for new staff and developing "self-help" process guides.
• Helping to promote a positive working culture and providing direction to staff members.
• Understanding relevant legislation for applications of Asylum.
• Working on highly complex cases inhibited by technical barriers.
• Corresponding directly with customers from vulnerable backgrounds as well as charities and immigration advisers.

Key Achievements:

• Onboarded around 300 new clients.
• Fully segmented myself as the number 1 person to handle all client verification with eCommerce platforms.
• Regular appraisals from internal/external stakeholders:.
• Had the opportunity to meet a very influential client from South Africa who due to my efforts invested £120,000 across a 12 month period.
• Diversification into account management, business development and marketing.
• Invited to the Scotland Small Business Awards in 2022.

Key Responsibilities:

• Welcoming new clients to the business with official Onboarding.
• Providing advice/expertise on inter-currency commission rates and integration with each eCommerce platform as well as guidance on store performance/enhancing scalability
• Initial implementation of training on each platform as well as emphasising the importance of brand exposure.
• Regular engagement & first point of contact for consultative expertise prior to handover to account management after store launch over a several week timeline.
• Understanding and managing the client relationship across a multitude of backgrounds and cultures.
• Project work, including, process guide creation, implementation of eCommerce coaching package, competitor analysis'. defamation reporting and lead generation.
• Copywriting of the monthly newsletter discussing emerging trends and internal updates for delivery.

Key Achievements:

• Successful delivery of Premium Job Posting product and management of clients' expectations.
• Communication with clients regarding key account matters.
• Rollout of new Premium Job Posting process resulting in a 100% reduction of client complaints.
• Successful launch of 50 Premium Job Postings per week on average.
• Complete takeover of all Sales Support duties & responsibilities pertaining to recruitment advertising in England & Wales within first 6 months of employment.

Key Responsibilities:

• Processing of Sales orders.
• Dealing with key account problems as and when they arise.
• Providing administrative support to recruitment team for outsourced recruitment business partner services.
• Managing response rates and directing applicants to clients' sites.
• Providing technical expertise and insight to account managers on generating better exposure.
• Quality checks of both digital & print recruitment advertising.
• Communication of sales leads.
• Communication with other departments to ensure that advertisements comply with company specific standards.
• Delivery of performance-based reports on digital advertising.
• Generation of audit reports for the finance department.

Key Achievements:

• Given a positive recommendation from an aftersales customer by endeavouring to resolve train booking issue.
• Acknowledgement from line manager for meeting KPI targets.

Key Responsibilities:

• First point of contact and responsible for providing resolutions to Abellio Corporate Travel queries via email and on the telephone.
• Making accurate sales bookings.
• Endeavouring to provide high levels of customer excellence.
• Aftersales complaint handling, working to efficiently resolve customer disputes.
• Analysis of compensation claims.
• Call time management and overall call handling.
• Adherence to GDPR protocols and awareness of train industry legislation.

Key Achievements:

• Acknowledgment for 100% accuracy in fraud referral creation for June 2017.
• Selected to endorse and market the department on a recruitment drive at Clyde College.
• Selected to provide insight to other members of staff unfamiliar with our sections' area of work.

Key Responsibilities:

• Responsible for the accurate analysis of allegations of benefit fraud.
• Working closely with internal stakeholders to ensure serious allegations are dealt with appropriately.
• Providing foresight and recommendations to route cases to the most relevant area of expertise.
• Engaging in regular team meetings with staff to implement company initiatives.
• Leading by example at all times, particularly, when engaging with other staff members, providing assistance where qualified and able.
• Maintaining and complying with organisational security procedures and GDPR.