Jane Dunkley
Newport,Isle of Wight
Summary
Accomplished professional with expertise in human resource management and regulatory compliance, known for an engaging leadership style and resourceful nature. Demonstrates strong skills in training needs analysis, all aspects of budget management with a strong customer service focus. Adept at enhancing organisational efficiency through effective verbal and written communication. A supportive and caring people person who thrives on helping and supporting others to achieve their goals.
Overview
16
16
years of professional experience
Work history
Deputy Branch Manager
Waitrose & Partners
East Cowes, Isle of Wight
02.2015 - 04.2022
- Utilised Workday software to manage payroll budgets in line with set targets.
- Implemented mentoring programmes that led 20% increase in staff engagement.
- Consistently reached 90% of branch goals through effective management, customer service and quality maintenance initiatives.
- Planned and delivered 99% compliance training, boosting audit scores by 10%.
- Facilitated accurate assessment of branch performance by establishing clear, measurable branch KPIs.
- Ensured successful operations of branch, managing annual pay budgets of over 2M.
- Implemented sales initiatives that grew branch revenue from 160k to 380k within 10 years.
- Oversaw all aspects of branch management, including sales, revenue and policy enforcement.
- Boosted branch sales by developing and deepening customer loyalty through incentive programmes.
- Interviewed and hired talented individuals with top-level strengths, improving overall talent and skills set for organisation.
- Facilitated smooth running of branch operations by verifying consistent compliance with standard operating procedures.
- Supportively directed team 6 Relationship Managers.
- Received superior customer service satisfaction scores for 12 consecutive quarters.
- Oversaw branch team consisting of up to 220 customer service representatives.
- Conducted regular branch staff meetings to communicate and agree goals and objectives.
- Performed monthly and quarterly employee performance appraisals.
- Participated in community activities to promote organisation and build goodwill.
- Improved Partner satisfaction with personalised help and support.
- Coordinated weekly meetings, improving internal communication.
- Collaborated with branch manager on strategic planning for business growth.
- Fostered positive work culture with open communication channels.
- Championed employee wellness programs to boost overall health and productivity.
- Maintained high standards of customer service whilst dealing with challenging situations.
- Handled sensitive customer information, ensuring utmost confidentiality and security.
- Assisted in budget planning to optimise financial resources.
Personnel Manager
Waitrose & Partners
East Cowes, Isle of Wight
06.2012 - 02.2015
- Oversaw recruitment process and onboarded 100+ new staff.
- Updated HR policies and documentation in line with legislative developments and GDPR requirements to ensure compliance.
- Managed performance appraisal systems and policies.
- Implemented diversity, equity and inclusion initiatives to boost employee engagement and retention.
- Planned, organised and managed recruitment and selection processes, consistently meeting budget targets and recruitment goals.
- Addressed employee conflicts, following corporate procedures for timely resolution.
Customer Service Manager
Waitrose & Partners
East Cowes, Isle of Wight
10.2010 - 06.2012
- Delivered feedback constructively to enhance staff performance.
- Reviewed processes and practices regularly to achieve business goals.
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Improved customer service experiences to facilitate organic growth and loyalty.
- Recruited customer service team members and mentored in company policies and best practices.
- Maintained positive relationships through effective communication.
- Facilitated communication and collaboration across departments.
General Retail Section Manager
Waitrose & Partners
Eastbourne, East Sussex
10.2006 - 10.2010
- Enforced legal, safety and health guidelines among team members to stay compliant.
- Performed regular performance appraisals, working with individuals to devise plans towards making necessary improvements.
- Stayed up-to-date with industry market trends, understanding forthcoming customer initiatives and monitoring competitor activity.
- Trained new employees in company policies and procedures.
- Toured sales floor regularly, talking to colleagues and customers and identifying problems, and resolving urgent issues.
- Fostered team spirit amongst employees, boosting morale and productivity.
- Maintained high standards of store presentation for positive customer experiences.
Education
A-Levels - English Literature
Chichester College of Arts, Science and Technology
Chichester 09/1996 - 06/1998
High School Diploma - Various
Chichester High School
Chichester 09/1990 - 06/1992
Skills
- Highly organised
- Caring, empathetic and non judgemental
- Coaching style - one to one and group
- All aspects of budget management
- Customer service focus
- Resourceful nature
- Human resource management and knowledge
- Verbal/written communication
- Technology confident
- Engaging leadership style
- Interpersonal communication
- Public speaking
- Attention to detail
Timeline
Deputy Branch Manager
Waitrose & Partners
02.2015 - 04.2022
Personnel Manager
Waitrose & Partners
06.2012 - 02.2015
Customer Service Manager
Waitrose & Partners
10.2010 - 06.2012
General Retail Section Manager
Waitrose & Partners
10.2006 - 10.2010
A-Levels - English Literature
Chichester College of Arts, Science and Technology
09/1996 - 06/1998
High School Diploma - Various
Chichester High School
09/1990 - 06/1992
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