Karen Earls
Cheshire
Summary
Customer service professional with over 20 years of experience in leading teams and enhancing service delivery. Demonstrates flexibility and adaptability while maintaining strong organizational skills. Proficient in identifying business and customer needs, with a focus on improving the customer journey and strengthening brand loyalty. Committed to achieving high service standards through effective communication and collaboration at all levels.
Overview
25
25
years of professional experience
Work History
Patient Services Manager
Spire Healthcare
01.2026 - Current
- Managing multi-discipline administrative teams & functions to ensure delivery of a seamless service and an enhanced patient experience.
- Help & support the integration and use of patient systems & processes across the administration departments
- Ensure tasks & processes are carried out within the required regulatory practices and legislation
- Monitor and co-ordinate the use of staff and other resources within the department
- Collaborate with clinical and non-clinical teams to share knowledge and define processes
- Provide team management through coaching, mentoring, and career development
- Manage associated HR functions such as recruitment, attendance and performance reviews
- Monitor and make improvements to ensure a positive patient journey
Office Manager
Courtiers Investment Services Ltd
10.2021 - 12.2025
- Effectively manage the running and maintenance of two offices, ensuring all aspects of administration, facilities and customer care are maintained to the highest standards.
- Manage maintenance and liaise with Contractors for the upkeep of internal facilities at 2 sites, including fire, security, A/C, cleaning and grounds maintenance
- Ensure Health & Safety procedures are updated and provide monthly reports
- Provide confidential administrative support to the Board and Senior Managers for monthly and quarterly meetings
- Manage all stationery and office supplies for dual locations
- Ensure completion of business administration and associated databases are kept up to date
- First point of contact for clients at site and over the phone
- Organise and facilitate client meetings and lunches, including yearly seminars
- Fire Marshall, Mental Health First Aider, Workplace First Aid
Reception Team Manager
NHS GP Practice – Dr Molony & Partners
04.2020 - 06.2021
- Accountable for the management of the practice dual site reception teams, patient service standards and associated administration functions.
- Oversee the daily running of the practice ensuring patient safety & service quality standards are met.
- Evaluate patient feedback and recommend appropriate changes and improvements.
- Manage administration functions to ensure accurate and timely completion.
- Manage elevated non-clinical enquiries & complaints to resolution.
- Evaluate team performance, attendance, and conduct staff appraisals.
- Resource and conduct recruitment sessions for reception and administrative positions
Cabin Crew Manager
Emirates Airline
10.2010 - 05.2018
- Direct accountability for the performance management and customer service levels of a team of 400 senior cabin crew and overall customer satisfaction.
- People management including coaching, mentoring and career development through established procedures, KPI's and targets.
- Management of performance, assessments, appraisals and development plans.
- Manage individual and group welfare, attendance and disciplinary processes
- Establish effective working relationships with internal and external stakeholders including HR, Training, Operations and Customer Affairs.
Product & Service Standards Manager
BMI British Midland
01.2008 - 06.2010
- A new role created to provide focus on cross-department collaboration and management for all aspects of onboard product & service quality and delivery.
- Monitor, measure & audit all aspects of in-flight product, service delivery and customer satisfaction.
- Carry out product & service trials, report on findings and formulate proposals for implementing changes and amendments.
- Coach and mentor senior crew members to deliver consistent service excellence.
- Collaborate with service partners in the design and implementation of new service processes and procedures.
- Engage with internal and external service partners to ensure consistent working practices.
Cabin Crew Manager
BMI British Midland
06.2001 - 12.2007
- Accountable for all aspects of crew performance, departmental KPI's, goals and standards. Performance managed dual-site teams in London and Ireland with emphasis on safety, performance, service, punctuality, and attendance.
- Manage, coach, and develop team of senior crew using established performance processes.
- Conduct regular assessments, half yearly and annual appraisals, rolling feedback & development plans.
- Drive service standards to ensure optimum customer experience.
- Engage in internal and external recruitment, training, and crew promotional opportunities.
- Manage individual and group welfare, attendance, disciplinary and HR related procedures.
Education
O’Level - English, History
CSE - Maths, Home Economics, Biology, French, German
Training
- AET Level 3 Award in Education and Training.
- RSA Diploma in Office Management.
- IOSH Managing Safely.
- First Aid & Mental Health First Aid in the Workplace
- Manual Handling
- Interview and Assessment Skills.
- Customer Service Excellence.
- Enhanced DBS Clearance.
References
Available on request.
Timeline
Patient Services Manager
Spire Healthcare
01.2026 - Current
Office Manager
Courtiers Investment Services Ltd
10.2021 - 12.2025
Reception Team Manager
NHS GP Practice – Dr Molony & Partners
04.2020 - 06.2021
Cabin Crew Manager
Emirates Airline
10.2010 - 05.2018
Product & Service Standards Manager
BMI British Midland
01.2008 - 06.2010
Cabin Crew Manager
BMI British Midland
06.2001 - 12.2007