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
2017.11 - 2025.03
- 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
2016.07 - 2017.11
- 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
2014.09 - 2016.07
Executive Office Senior Adviser
Marks & Spencer
Chester, Cheshire
2010.04 - 2014.09
Food Department Manager
Marks & Spencer
Chester, Cheshire
2003.11 - 2010.03
Seasonal EFL Teacher
NACEL
Neston, Cheshire
1999.01 - 2003.09
Schools Out Childcare Owner / Manager
Self Employed
Neston, Cheshire
1995.04 - 1998.08
Travelling in Europe
Numerous
1993.05 - 1995.01
Education
Bachelor of Education - English
Chester College University of Liverpool
Chester, Cheshire 1989.09 - 1993.04
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
2017.11 - 2025.03
Executive Office Manager
Marks & Spencer
2016.07 - 2017.11
Retail Customer Services Team Manager
Marks & Spencer
2014.09 - 2016.07
Executive Office Senior Adviser
Marks & Spencer
2010.04 - 2014.09
Food Department Manager
Marks & Spencer
2003.11 - 2010.03
Seasonal EFL Teacher
NACEL
1999.01 - 2003.09
Schools Out Childcare Owner / Manager
Self Employed
1995.04 - 1998.08
Travelling in Europe
Numerous
1993.05 - 1995.01
Bachelor of Education - English
Chester College University of Liverpool
1989.09 - 1993.04