Jemma Reid

• Maintained and monitored payroll records for Tesco employees using the Oracle Work & Pay system.

• Processed weekly payroll in a fast-paced environment with strict deadlines, including adjustments, overtime, and statutory payments

• Confidently handled pay related queries from staff, resolving issues promptly and confidentially

• Maintained accurate employee records, covering recruitment via TribePad, onboarding, and offboarding processes

• Reviewed and authorised pay changes, bonuses, and compensation adjustments, mileage claims, P45’s, P60’s

• Ensured all payroll operations complied with data protection and internal audit standards

• Liaised with management and HR teams to align workforce data and resolve discrepancies

• Worked within a team managing a nationwide recall of defective electrical circuit breakers

• Coordinated the removal of 1million+ affected products from the market, organised replacements or safe disposal, and oversaw corrective actions and remedial works

• Liaised with internal departments (Sales, Marketing, Legal) and external stakeholders (customers, regulatory agencies, housing authorities) to ensure clear communication throughout the recall process

• Maintained detailed records of all recall activities, communications, and decisions to support regulatory compliance and audit readiness

• Scheduled appointments, sent mailshots, and processed invoices and purchase orders

• Monitored user-generated content across chat rooms and forums to ensure compliance with community standards, gambling regulations, and responsible gaming policies.

• Reviewed and flagged inappropriate or suspicious activity, including abusive language, fraudulent behaviour, and underage gambling attempts.

• Enforced site rules in real time, applying warnings, mutes, or bans where necessary to maintain a safe and respectful online environment.

• Provided customer support and worked with compliance and management to escalate issues such as excessive deposits, responsible gambling concerns, and data protection matters.

• Worked to SLA targets, managing high volumes of content in a fast-paced, 24/7 environment while maintaining high accuracy and discretion.

Managed admin and HR tasks including payroll, staff support, and inventory control. Oversaw handset stock, maintained accurate records, and ensured secure distribution. Updated POS materials in line with national campaigns and supported compliance through policy adherence, banking accuracy, and regular performance reviews with senior management.

Provided first-line IT support to Phones 4u stores nationwide, resolving technical issues on PCs, tills, and networks. Used remote tools for troubleshooting, escalated complex faults to vendors, and prioritised service desk requests by severity and SLA. Maintained detailed incident records to support accountability, resolution tracking, and knowledge sharing.

Delivered customer service across multiple channels, resolving billing, payment, and mobile plan queries while meeting KPIs and SLA targets. Maintained accurate records in line with GDPR, handled complaints professionally, and advised on tailored plans. Collaborated with technical and accounts teams to resolve issues and improve overall customer experience.

Supported customers with orders, product queries, payments, stock checks, and home deliveries. Maintained a professional approach when resolving concerns and collaborated with support teams to address delivery issues. Accurately updated records and order details in internal systems, ensuring smooth processing and consistently meeting service level targets.