Summary
Overview
Work history
Education
Skills
References
Timeline
Generic

Julie Coyle

Neston,Cheshire

Summary

Accomplished professional specializing in internal and external communications and knowledge strategies, recognized for a strong customer-first approach and brand protection. Demonstrated success in customer communication and recovery, with expertise in influential networking and corporate diplomacy. Skilled in negotiating and influencing, data-driven decision-making, focused on driving organizational success and upholding high standards of corporate communication.

Overview

32
32
years of professional experience
4
4
years of post-secondary education

Work history

Partnership Lead

Marks & Spencer
Chester, Cheshire
11.2017 - 03.2025
  • Delivered strategic knowledge improvement plans to enhance customer experience and performance across both internal and outsourced customer service teams servicing an average of 100K contacts per week.
  • Crafted and implemented integrated communications and knowledge articles for various user levels.
  • Strengthened comprehension of all new business systems, products, and services among approximately 800 to 1200 colleagues across three countries through a robust communication and knowledge strategy.
  • Executed quality assurance across department to ensure effectiveness of knowledge and communications, implementing necessary measures to drive continuous improvement.
  • Monitored outsourced partners' compliance with key KPIs and brand guidelines, addressing any delivery anomalies.
  • Streamlined processes, resulting in significant operational efficiency improvements.
  • Collaborated with key departments to utilise customer feedback for process enhancements and improved communications.
  • Successfully delivered on tasks within tight deadlines.
  • Displayed energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Executive Office Manager

Marks & Spencer
Chester, Cheshire
07.2016 - 11.2017
  • Resolved complex Board-level contacts and restored brand image through effective communication with c200 customers per day.
  • Fostered stronger stakeholder relationships at Board level and throughout the wider business.
  • Enhanced productivity by organising daily tasks systematically.
  • Conducted regular performance reviews across 20 colleagues, facilitating employee skill development.

Retail Customer Services Team Manager

Marks & Spencer
Chester, Cheshire
09.2014 - 07.2016

Executive Office Senior Adviser

Marks & Spencer
Chester, Cheshire
04.2010 - 09.2014

Food Department Manager

Marks & Spencer
Chester, Cheshire
11.2003 - 03.2010

Seasonal EFL Teacher

NACEL
Neston, Cheshire
01.1999 - 09.2003

Schools Out Childcare Owner / Manager

Self Employed
Neston, Cheshire
04.1995 - 08.1998

Travelling in Europe

Numerous
05.1993 - 01.1995

Education

Bachelor of Education - English

Chester College University of Liverpool
Chester, Cheshire
09.1989 - 04.1993

Skills

  • Excellent written and verbal communication skills
  • Stakeholder management and networking
  • Active listening
  • Creative and engaging content development
  • Customer first mindset
  • Problem solving
  • Adaptability
  • Attention to detail
  • Brand consistency
  • Corporate diplomacy
  • Data-driven decision-making
  • Negotiating and influencing

References

References available upon request.

Timeline

Partnership Lead

Marks & Spencer
11.2017 - 03.2025

Executive Office Manager

Marks & Spencer
07.2016 - 11.2017

Retail Customer Services Team Manager

Marks & Spencer
09.2014 - 07.2016

Executive Office Senior Adviser

Marks & Spencer
04.2010 - 09.2014

Food Department Manager

Marks & Spencer
11.2003 - 03.2010

Seasonal EFL Teacher

NACEL
01.1999 - 09.2003

Schools Out Childcare Owner / Manager

Self Employed
04.1995 - 08.1998

Travelling in Europe

Numerous
05.1993 - 01.1995

Bachelor of Education - English

Chester College University of Liverpool
09.1989 - 04.1993
Julie Coyle