Iona Shaw
21 Hillview Place,Broxburn, West Lothian
Summary
Experienced Office Services Team Leader with over 7 years' experience across administrative and operational environments. Skilled in leading teams, managing office services functions, and delivering high-quality client-focused support. Proven ability to implement process improvements, streamline operations, and enhance service delivery in fast-paced environments.
Strong background in training and developing team members, creating clear SOPs and guidance to support performance and consistency. Demonstrates excellent communication skills, confidently liaising with clients and cross-functional teams to ensure smooth and efficient operations.
Hold a BSc (Hons) in Chemistry from Heriot-Watt University, achieving an A grade in dissertation work, reflecting strong analytical and professional writing skills. Known for a proactive, organised, and people-focused approach, with a commitment to continuous improvement and team development.
Overview
10
10
years of professional experience
Work History
Office Services Team Leader
Williams Lea
Edinburgh
06.2024 - Current
- Initially led both Office Services and Front of House teams for 12months, before transitioning to a dedicated Office Services focus.
- Manage day-to-day operations across reprographics, mail services, stationery, and courier coordination, ensuring efficient service delivery.
- Previously oversaw Front of House operations, including client hospitality, call handling, visitor management and event coordination.
- Conduct regular 1:1s, supporting team performance, development and wellbeing.
- Trained all current team members within my team in Docucentre operations and delivered full training for Front of House staff.
- Rewrote and streamlined ~ 80% of SOPs, improving clarity, onbosrding, and process consistency.
- Developed addition process guides to address client feedback, supporting individual learning needs and improving overall team capability.
- Implemented new processes, including FoH start/end-of-day checklists, continually improving mail processes and an improved petty cash system.
- Communicate business updates and all process changes clearly and promptly, maintaining alignment across teams.
- Build strong team culture and morale, solely organising team engagement activities and fostering an inclusive environment.
- Confidently manage difficult conversations, holding team members accountable while maintaining a fair and empathetic approach.
- Liase directly with client to manage expectations, resolve issues, and maintain high service standards.
- Empower team members to handle client queiries independently, supporting progression and reducing escalation.
- Supported team development, including mentoring a team member to successfully progress into a supervisor-level role.
- Produce and analyse monthly ARR reports, also supporting other Team Leaders with reporting requirements.
- Maintain strong relationships with external contractors, including Hobs and CitySprint.
- Introduced a new catering provider (Victor Hugo), significantly improving client satisfaction.
Clerical
GXO Logistics
Livingston
01.2017 - 05.2024
- Manage daily administrative tasks including photocopying sensitive documents, coordinating electronic correspondence, and handling inbound calls regarding delivery schedules.
- Supported staff with clerical tasks for well-maintained office administration.
- Enhanced document control by verifying goods received against purchase orders, supporting accurate inventory management and operational transparency.
- Leveraged advanced online order-picking systems to monitor and maintain stock levels, ensuring efficient workflow and timely replenishment at pick points.
- Coordinated logistics from store assignments to loading bay scheduling, optimising the distribution process to minimise delays and improve overall efficiency.
- Ensured strict adherence to workplace health and safety measures, significantly minimising operational risks and maintaining a safe working environment.
- Oversaw the store picking process to ensure compliance with scheduling protocols, enhancing accuracy and efficiency in operations.
- Liaised with over 300 staff members and external contractors. Managed complex interactions across various departments and facilitated coordination calls, contributing to the seamless execution of business operations.
- Operated multiple computerised systems to optimise warehouse operations and inventory management. Adapted to diverse warehouse environments, including specialised temperature-controlled chambers, trained in most departments of the warehouse.
Voluntary Gymnastics Coaching Assistant
Broxburn Gymnastics Club
Broxburn
01.2016 - 01.2019
- Progressed from gymnastics participant to coach at Broxburn Gymnastics Club, acquiring extensive skills through mentorship and targeted coaching courses focused on safety and effective teaching methods.
- Led gymnastics sessions for children aged 4-12, adapting techniques to accommodate individual needs, including those with diabetes, ADHD, and autism, ensuring a supportive and inclusive environment.
- Ensured a supportive environment that prioritises the well-being and safety of all participants, enabling children to thrive both physically and emotionally within the gymnastics program.
- Actively engaged with parents, providing regular updates on their child’s progress and achievements. Established a communication channel that supports transparency and involvement, contributing to a collaborative and trusting relationship between coach, gymnast, and family.
Education
BSc (Hons) Chemistry with Pharmaceutical Chemistry - Chemistry with Pharmaceutical Chemistry
Heriot-Watt University
Edinburgh, EDH01-2024
Higher National Certificate - Applied Sciences
Edinburgh College (former Edinburgh’s Telford College)
Edinburgh, EDH01-2019
Highers -
Broxburn Academy
Broxburn01-2018
Highers -
Broxburn Academy
Broxburn01-2017
National 5 -
Broxburn Academy
Broxburn01-2016
Skills
- Proficient in all facets of daily office operations, including scheduling, mail distribution, and maintaining office supplies
- Fast and accurate typing abilities, skilled in entering data into various digital systems
- Excellent written and verbal communication skills, capable of drafting correspondence and communicating with management on all levels
- Ability to handle multiple tasks simultaneously and prioritise them to meet deadlines without compromising quality
- Strong organisational and planning skills, adept at setting up efficient workflows and office systems
- Advanced skills in MS Office Suite (Word, Excel, PowerPoint, Outlook) and familiarity with various database software
- Skilled in maintaining professional relationships with customers, providing high-level customer service and support
- Proficient in identifying problems and brainstorming potential solutions in a timely manner
- High attention to detail, ensuring accuracy and efficiency in all tasks
- Knowledge of safety protocols and compliance requirements, particularly in laboratory and physical activity settings
- Experienced in adapting teaching methods to accommodate learners' diverse needs, spanning from children in gymnastics coaching to newcomers in the workplace Skilled in mentoring across age groups, effectively training workplace colleagues on operational procedures and fostering a supportive environment that promotes learning
- Demonstrated skills in crafting detailed, clear, and concise project reports that effectively convey complex information and research findings
- High attention to detail in editing and proofreading, ensuring documents are free of errors and maintain a professional tone
- Developed a strong ability to create professional documents during university studies, utilising skills in organizing and presenting information clearly and effectively This proficiency enhances the quality and clarity of workplace documentation and communications
- Skilled in organising, managing, and maintaining accurate records and documents Demonstrates expertise in establishing efficient filing systems, ensuring easy access and retrieval of information
Timeline
Office Services Team Leader
Williams Lea
06.2024 - Current
Clerical
GXO Logistics
01.2017 - 05.2024
Voluntary Gymnastics Coaching Assistant
Broxburn Gymnastics Club
01.2016 - 01.2019
BSc (Hons) Chemistry with Pharmaceutical Chemistry - Chemistry with Pharmaceutical Chemistry
Heriot-Watt University
Higher National Certificate - Applied Sciences
Edinburgh College (former Edinburgh’s Telford College)
Highers -
Broxburn Academy
Highers -
Broxburn Academy
National 5 -
Broxburn Academy