Jane Archibald
Edinburgh
Summary
A highly organised professional with extensive expertise in the water market, demonstrating exceptional analytical thinking and decision-making abilities. Proficient in utilising various IT systems and packages, including CRM systems such as Microsoft Dynamics, and all Microsoft Office applications. Recognised for excellent interpersonal skills, clear communication, and a proven ability to mentor and inspire teams as a role model. Dedicated to driving operational efficiency and fostering collaborative environments while pursuing opportunities to contribute to organisational success.
Overview
17
17
years of professional experience
10
10
years of post-secondary education
Work history
Wholesale Service Desk Team Leader
Scottish Water
Edinburgh
10.2017 - 12.2025
- Leads, coaches and drives for an excellent level of customer service and quality within a large team whilst ensuring Key Performance Indicators are met
- Advocate and role model to others, coaches and manages to help develop others' skillset to reach their full potential. This includes development of direct reports towards becoming new leaders
- Continuous improvement – Committed to driving continuous improvement by identifying process efficiencies and implementing solutions that enhance team performance and customer satisfaction
- Wellbeing Champion – Advocate for wellbeing within the team and wider department. Fosters a culture that supports mental, physical, and emotional health
- Change management - Successfully leads and supports organisational change initiatives, ensuring smooth transitions and stakeholder engagement to achieve business objectives
- Strategise and organise resources for team of 35 individuals, incorporating training and leave requests.
- Oversee root cause analysis implementation within team to enhance customer service, mitigate risk of financial penalties and promote awareness through effective communication.
- Internal and external stakeholder management, promoting and maintaining Scottish Water's reputation at all times
Wholesale Service Desk Risk Technician
Scottish Water
01.2012 - 10.2017
- Coaching and driving for anexcellent level of customer service and quality within the team whilst ensuring Key Performance Indicators are met
- Managed root cause analysis across the team to improve customer service
- Resolved customer complaints effectively, maintaining brand reputation
Wholesale Service Desk Customer Adviser
Scottish Water
01.2010 - 01.2012
- Demonstrated ability to provide excellent level of customer service in all interactions with Licensed Providers via telephone conversation or email correspondence and owning and managing requests until full resolution
- Built rapport with internal and external stakeholders
- Jeopardy management – fully competent in managing the risk relating to potential KPI failures, ensured all relevant reports were run at two-hourly intervals and that the escalation process was followed
- Sent transactions to the Central Marketing Agency via various systems to ensure the market data was correct, corrected any CMA errors daily
- Actively participated at all Wholesale Service Desk Root Cause Analysis meetings to identify improvements to customer service and quality
- Built a diverse knowledge of all tasks at the Wholesale Service Desk
- Participated actively in team meetings contributing valuable ideas towards improving the overall customer service
Customer Service Adviser
Scottish Water
01.2009 - 01.2010
- Dealt with all types of customer enquiries within the Customer Contact Centre aiming to provide the best possible customer service
- Organised, prioritised and dispatched work to engineers using correct processes, procedures and within agreed timescales
- Built rapport with internal and external stakeholders
- Obtained and discussed feedback from customers through Close the Loop
Education
BA (Honours) - Drawing and Painting
Edinburgh College of Art
01.2002 - 01.2006
High School -
Firrhill High School
01.1996 - 01.2002
Skills
- Extensive experience and knowledge of the water market
- Skilled in analytical thinking and decision making
- Excellent interpersonal skills and clear communicator
- Mentor and role model
- High level of organisation skills
- Proficient in various IT systems and packages including CRM systems: Microsoft Dynamics, all Microsoft Office Packages
Interests
- Fitness classes
- Walking
- Reading
References
Available on request
Personal Information
Phone Number: 07851259999
Timeline
Wholesale Service Desk Team Leader
Scottish Water
10.2017 - 12.2025
Wholesale Service Desk Risk Technician
Scottish Water
01.2012 - 10.2017
Wholesale Service Desk Customer Adviser
Scottish Water
01.2010 - 01.2012
Customer Service Adviser
Scottish Water
01.2009 - 01.2010
BA (Honours) - Drawing and Painting
Edinburgh College of Art
01.2002 - 01.2006
High School -
Firrhill High School
01.1996 - 01.2002