Jemma Dodsworth
Chester Le Street
Summary
Accomplished professional with expertise in SLA management, health and safety training delivery, and team leadership. Demonstrates proficiency in service delivery, complaint resolution, and IT service administration. Skilled in process improvement, diary and resource scheduling, performance reviews, travel coordination and itineraries. Adept at utilising Microsoft Office 365 for supplier and courier management. Committed to enhancing operational efficiency through strategic planning and execution.
Accomplished Senior Administrator enthusiastic about supporting the needs of departments, offices and leadership with abilities in streamlining processes and managing clerical tasks. Key strengths include relationship building, communication and organisation of plans, people and materials. Ready to apply years of experience to a challenging new role with room for advancement.
Overview
16
16
years of professional experience
Work history
Senior Administrator
NECS NHS
Durham
2023.04 - 2026.07
- Oversee administration team service delivery to NHS England employees remotely and onsite.
- Run monthly 1-1s, health and wellbeing conversations, and yearly appraisals.
- Triage incoming tickets, route work correctly, and meet service level agreements.
- Assign tickets to onsite and remote engineers for timely resolution.
- Monitor priority tickets and coordinate with engineers for agreed turnaround.
- Update ticket notes with full detail to keep departments informed.
- Manage multiple queue backlogs to maintain service flow and responsiveness.
- Arrange equipment dispatch and collection with planned courier handovers.
- Liaise with agreed courier to resolve issues and brief account manager.
- Raise courier claims for lost, missing, and damaged items to reduce losses.
- Create new SOPs to guide colleagues through consistent processes.
- Take minutes during meetings and distribute actions to team and management.
- Handle complaints, pass positive feedback to leads, and record outcomes.
- Process returned equipment to site, checking all items and condition.
- Cross-charge damaged or missing items to protect public funds.
- Create and update admin rota to cover core service hours.
- Cover annual leave and sickness flexibly across agreed core hours.
Field Support Scheduler
NECS NHS
Durham
2020.04 - 2023.04
- Delivered outstanding IT support for local GP practices and NECS colleagues.
- Owned ticket triage, routing work to the correct team for action.
- Accounted for engineer diary management and day-to-day schedule control.
- Directed daily coordination with engineers, adjusting priorities when sessions overran.
- Owned short-notice scheduling decisions for sickness and engineer cover.
- Drove appointment planning across engineers and surgeries to meet commitments.
- Challenged outdated equipment risks by booking project installs for GP sites.
- Took responsibility for equipment logistics for starters and leavers.
- Set courier communication standards and resolved delivery and collection issues.
- Maintained control of leaver kit whereabouts by updating internal database records.
- Verified onsite stock levels by supporting IT equipment stock-taking activities.
- Improved delivery governance by tagging and logging incoming equipment promptly.
- Oversaw meeting follow-up by taking minutes and distributing action notes.
- Owned urgent site-visit coordination for priority tickets requiring immediate attendance.
- Delivered service level agreement compliance through disciplined queue management.
- Led cross-department liaison across NECs to maintain client service continuity.
- Accounted for complaint outcomes through investigation and resolution actions.
- Controlled equipment recovery by locating lost laptops using internal systems.
- Directed queue prioritisation to progress tickets within service expectations.
Cabin Crew
TUI UK
Newcastle upon Tyne
2020.03 - 2020.03
- Completed two weeks of intensive training before COVID-19 layoff occurred.
Front of House Supervisor
The Woodman's Arms
Whickham
2019.09 - 2020.03
- Lead bar and restaurant team members through daytime and evening service peaks.
- Motivate staff during busy shifts to keep dining service steady and friendly.
- Close shifts by cashing up, counting tills, and completing banking procedures.
- Upheld high standards of hygiene within the establishment, promoting health and safety regulations compliance.
- Delegated tasks to staff for efficient workflow management.
- Coordinated staff schedules to ensure optimal coverage during peak times.
- Liaised with kitchen staff for timely food service delivery.
- Contributed to revenue growth by upselling menu items.
- Collaborated with management on promotional campaigns to attract new customers.
Health and Safety Trainer
Thomas Cook Airlines
Newcastle upon Tyne
2018.01 - 2019.09
- Delivered recurrent training to cabin crew and pilots, assessing written and practical exams.
- Motivated and supported new entrants during 5-week courses and procedures familiarisation.
- Delivered theory and practical exercises to reflect real life training needs.
- Handled ticketing and invoicing queries and resolved related customer issues.
- Assisted customers with check-in by advising on airline options.
- Provided key travel information to airlines before departure to prevent disruption.
- Rebooked and amended travel, following airline rules and penalty requirements.
- Resolved client travel disruptions by coordinating workable solutions for customers.
- Mentored and shadowed new staff during training and company induction.
- Stayed calm and motivated when managing challenging trainees in sessions.
- Monitored trainee timekeeping and appearance to maintain readiness standards.
- Supported approachable, flexible assistance for trainees needing extra help.
- Scheduled courses to meet tight deadlines and strict timetables for delivery.
- Coordinated feedback with co-trainers, sharing positive and corrective trainee input.
- Kept training planners accurate so crew remained compliant for operations.
- Trained across multiple locations, travelling between Manchester and Gatwick as required.
- Delivered conversion training to Condor colleagues in Frankfurt for UK aircraft operations.
- Completed yearly courses covering first aid, fire and smoke, and security topics.
- Managed successful delivery of first aid training courses across all departments.
- Coordinated emergency drills regularly for improved staff preparedness during crises.
Cabin Crew
Thomas Cook Airlines
2015.04 - 2019.09
- Priorise passenger and colleague safety throughout every onboard duty shift.
- Complete in-depth security and equipment checks before departures and arrivals.
- Administer first aid when needed and spot illness signs quickly.
- Maintain constant vigilance to prevent risk to self and passengers.
- Upsell and cross-sell onboard products to meet daily sales targets.
- Assist passengers with bags and support disabled travellers or children.
- Kept abreast of changes in safety regulations through continuous training sessions ensuring adherence during flights.
- Assisted with passenger boarding, luggage stowage, and seating arrangements for smooth flight operations.
- Delivered professional pre-flight briefings, enhancing customer understanding of safety procedures.
- Responded promptly to passenger queries or complaints displaying excellent problem-solving skills for customer satisfaction improvement.
- Led flight safety presentations to educate passengers.
Senior Business Travel Consultant
American Express GBT
2010.08 - 2015.04
- Coordinate bookings for corporate travellers, flights, accommodation, and car hire.
- Prioritise queued calls through coordinated team coverage and individual focus.
- Own ticketing and invoicing query handling through accurate troubleshooting and follow-up.
- Maintained strong relationships with suppliers, securing favourable terms for clients.
- Conducted thorough research, locating optimal routes and fares.
- Executed duty-of-care procedures for traveller safety assurance.
- Supervised junior consultants, fostering a team-oriented environment.
- Improved turnaround times on booking requests through effective time management techniques.
- Ensured seamless travel experiences by proficiently handling all aspects of bookings.
- Resolved queries promptly, ensuring client peace of mind during their travels.
- Maintained up-to-date knowledge of corporate travel trends through industry conferences and events.
- Used Sabre to book business trips from beginning to end, including flights, accommodation and car hire.
Education
A-Levels - English Language, English Literature, Business Studies
Hermitage Comprehensive School
GCSE's - Including English, Business Studies, Mathematics and Science
Hermitage Comprehensive School
Skills
- SLA Management
- Health and Safety Training Delivery
- Team Leadership
- Service Delivery
- Complaint Resolution
- IT Service Administration
- Process Improvement
- Diary and Resource Scheduling
- Performance Reviews
- Travel co-ordination and Itineraries
- Microsoft Office 365
- Supplier and Courier Management
References
References available upon request.
Timeline
Senior Administrator
NECS NHS
2023.04 - 2026.07
Field Support Scheduler
NECS NHS
2020.04 - 2023.04
Cabin Crew
TUI UK
2020.03 - 2020.03
Front of House Supervisor
The Woodman's Arms
2019.09 - 2020.03
Health and Safety Trainer
Thomas Cook Airlines
2018.01 - 2019.09
Cabin Crew
Thomas Cook Airlines
2015.04 - 2019.09
Senior Business Travel Consultant
American Express GBT
2010.08 - 2015.04
GCSE's - Including English, Business Studies, Mathematics and Science
Hermitage Comprehensive School
A-Levels - English Language, English Literature, Business Studies
Hermitage Comprehensive School