Julie Paterson
Cambuslang,Glasgow
Summary
Accomplished professional with expertise in stakeholder management and relationship building, driving leadership and performance management initiatives. Proven track record in optimising candidate and customer experiences through process improvement and operational efficiency. Skilled in data analysis and KPI-driven decision making, with strong communication and conflict resolution abilities. Committed to leveraging these competencies to enhance organisational success and foster a collaborative work environment.
Overview
19
19
years of professional experience
Work history
Healthcare Recruitment Manager
Newcross Healthcare Solutions
UK Wide
2020.05 - 2026.04
- Led centralised remote 180 recruitment function delivering high-quality hiring of nurses, HCA's and Support Worker's across UK and NI.
- Directed end-to-end recruitment lifecycle including sourcing, screening, compliance and onboarding.
- Managed, coached, and developed large team of 25 recruitment specialists and compliance officers to meet performance KPI's
- Designed and implemented comprehensive candidate screening process focused on aligning values and behaviours, leading to significant enhancement in client feedback scores by 15%.
- Ensured consistently high-quality candidate experience by standardising communication, streamlining onboarding processes, and embedding timely feedback practices, improving engagement and retention
- Maintained full compliance with healthcare regulations, including criminal records checks, right-to-work verification, and professional registrations
- Introduced digital compliance platforms to replace manual processes, improving operational efficiency and reducing administrative tasks by 50%
- Collaborated closely with regional managers and key stakeholders to align recruitment activity with client workforce requirements
- Received values-based award from the Board of Directors on three separate occasions in recognition of consistently going above and beyond in performance, candidate support, and service delivery excellence
Team Leader
Newcross Healthcare Solutions
Glasgow
2018.01 - 2020.04
- Facilitated operations of business centre, ensuring efficient workflow and optimal service delivery.
- Led sourcing, recruiting, and development of varied healthcare and complex care workforce to enhance service delivery for clients.
- Conducted interviews with potential healthcare staff to assess qualifications and fit.
- Supported ongoing development of both office and remote healthcare staff including appraisals, coaching and training.
- Engaged with new and existing clients to build and maintain first-class client relationships through effective communication and tailored service.
- Maintained comprehensive training records to support compliance and facilitate professional development.
- Utilised problem-solving skills and communication techniques to investigate and resolve client complaints promptly.
Customer Service Team Manager
McGinness Associates
Glasgow
2016.12 - 2017.10
- Oversaw management of team of financial claims advisors to ensure consistent achievement of productivity and quality targets.
- Managing performance through tailored coaching, call quality monitoring and 121's
- Continuously improving service and efficiency objectives within team and wider department
- Overseeing and improving case management process including data gathering, customer and 3rd party contact processes and procedures
- Promoting an environment where customer is at the heart of everything we do
- Full responsibility for resolution of financial ombudsman complaints
Customer Service Manager
Telefonica o2 / Capita
Skypark, Glasgow
2007.01 - 2016.05
- Managed performance of large team ensuring first time resolution and tangible improvements in customer satisfaction
- Supported environment of continuous improvement through monthly 1-1's, personal development plans and annual performance reviews, constructive feedback, call observations and team meetings.
- Developed and coached team members and leaders to ensure they have right skills, knowledge and behavioural capability to deliver consistently excellent service through KPI's
- Implemented HR policies to manage cases of sickness, conduct, and poor performance effectively.
- Identified opportunities to enhance service delivery by challenging existing working practices and implementing effective recommendations for improvement.
- Coordinated resource management and maintained continuous communication with planning teams to guarantee availability of resources for successful delivery against O2 objectives.
- Facilitated collaboration within management team to enhance support, accountability, and performance across department.
- Resolved customer enquiries and complaints through empathetic communication and active listening.
- Ensured achievement of department service levels as evening and weekend site duty manager.
- Co-ordinated resolution of unplanned and ad hoc department service issues to enhance operational efficiency.
Education
HND - Business Management
Cambuslang College
East KilbrideSkills
- Stakeholder management and relationship building
- Leadership and performance management
- Candidate/customer experience optimisation
- Process improvement and operational efficiency
- Data analysis and KPI-driven decision making
- Communication and conflict resolution
References
Available on request
References
References available upon request.
Timeline
Healthcare Recruitment Manager
Newcross Healthcare Solutions
2020.05 - 2026.04
Team Leader
Newcross Healthcare Solutions
2018.01 - 2020.04
Customer Service Team Manager
McGinness Associates
2016.12 - 2017.10
Customer Service Manager
Telefonica o2 / Capita
2007.01 - 2016.05
HND - Business Management
Cambuslang College