Karen Simpson

• Act as a primary point of contact for stakeholders, cultivate and maintain strong relationships with stakeholders through proactive communication and dealing with all matters efficiently to enhance customer satisfaction
• Resolve stakeholder concerns quickly and professionally, improving stakeholder relationships through first-class customer care
• Facilitate communication between internal stakeholders and technical teams to ensure clarity of requirements and expectations
• Analyse customer feedback and identify trends to recommend improvements
• Prepare detailed reports on maintenance request activities and outcomes for management review
• Collaborate with cross-functional teams to address stakeholder needs, streamline processes, and improve service delivery
• Provide Proactive representation for Home Office licensed research facilities within the university, to ensure Home Office compliance is maintained
• Conduct regular performance evaluations, providing constructive feedback and personalised development plans for team members.

• Responsible for providing a triage service to all incoming calls and incidents, assessing priority, urgency, and impact
• Analyse, process and monitor all service requests received, ensuring each request is taken to a satisfactory conclusion
• Liaison with external and internal stakeholders as required to identify and resolve issues, while managing maintenance service requests
• Responsible for processing and recording of all compliance documentation
• Oversee the Estates Service Desk email account, responding to a wide range of enquiries and requests
• Responsible for Contractor Building Key, Security Pass & Permit management
• Escalate incidents to incident management and/or problem management processes as required.

• Responsible for the monitoring of the Estates Service Desk (Archibus) ensuring service requests were processed/passed to the relevant trades team and ensuring that priority requests were dealt with promptly and efficiently
• This included the generating of purchase orders to contractors when instructed by professional/technical staff and trades team leaders
• Monitored the busy Estates Maintenance email inbox ensuring all relevant information was passed to the appropriate trade/team/building reporting officer
• Processed gas & electrical compliance certification, ensuring all records were updated in a timely manner
• Responsible for investigating and responding to customer enquiries by telephone and email, ensuring any issues were taken through to conclusion, or escalated to the Estates Business Management team
• Liaison with contractors, trades, professional staff and building reporting officers.

• Responsible for the timely administration of key corporate pension scheme accounts
• Administered complex processes using various IT systems
• Responsible for investigating and responding to customer enquiries and complaints by telephone, email and in writing
• Liaised with internal departments to ensure customer enquiries were taken through to conclusion
• Responsible for quality checking colleagues' work
• Used internal and external websites to gather information on legislation and regulation.

Managed client contracts, journal entries and raised invoices.

Reconciled cash receipts, managed invoices, monitored payments and prepared daily banking.

Created business quotations and responded to customer enquiries by telephone and email.

Managed clerical tasks, customer enquiries and complaints, processed sales invoices, warranty claims and correspondence.

Managed and monitored client accounts. Dealt with client enquiries and correspondence.

Handled clerical tasks, responded to telephone enquiries and managed office supplies.