Kelsey Hillman
Brackley,Northamptonshire
Summary
Accomplished professional with expertise in B2B client management and complaint resolution, adept at building strong relationships and managing departments effectively. Demonstrates proficiency in rota and payroll management, staff training and development, as well as reporting and analytics. Skilled in MS Office, database management, verbal and written communication, negotiation, sales expertise, KPI management, process optimisation, and performance improvement. Committed to driving business success through strategic initiatives and continuous improvement.
Overview
10
10
years of professional experience
4027
4027
years of post-secondary education
Work history
Customer Services Executive
Bucks Recycling
Buckinghamshire
03.2025 - 09.2025
- Manage customer service operations for recycling and waste management services
- Handle B2B and B2C inquiries, ensuring timely resolutions and high satisfaction
- Coordinate service schedules and logistics to optimize efficiency
- Maintain accurate customer databases and account management systems
- Collaborate with operations teams to resolve service delivery issues
Customer Service Specialist
JDE Peet’s
Maidenhead, Berkshire
11.2024 - 03.2025
- Primary contact for B2B customers including grocers, convenience stores, and wholesalers
- Managed end-to-end order processes, achieving a 98.5% service level
- Integrated sourcing, procurement, logistics, and distribution processes
- Resolved order and delivery issues promptly and accurately
- Maintained customer data and ensured clear internal/external communication
Business Administrator
Care Concern Group – Floryn House
Yarnton, Oxford
03.2024 - 11.2024
- Managed reception, prospect inquiries, and resident tours
- Supported commercial performance by maintaining accurate customer databases
- Handled staff recruitment, new starter checks, inductions, and payroll preparation
- Provided HR guidance and maintained training and appraisal records
- Oversaw rotas, finances, petty cash, and resident fund accounts
Resourcing Advisor
Oxford Health NHS
Littlemore, Oxford
03.2022 - 03.2024
- Supervised recruitment officers, ensuring quality standards and meeting time-to-hire goals
- Delivered full recruitment services from approval to appointment
- Maintained expertise in NHS recruitment systems (NHS Jobs, ESR, e-recruitment)
- Acted as first point of contact for applicants regarding terms, conditions, and salaries
- Supported continuous improvement of recruitment processes
Trust Services Partner
NHS Professionals
Reading, Berkshire
08.2021 - 03.2022
- Improved ward efficiency by 50% through process changes
- Represented organization at recruitment events and contract negotiations
- Delivered presentations and maximized user engagement in campaigns
- Provided senior management with staffing advice and recruitment expertise
Internal Recruiter Manager
Blenheim Recruitment
Oxford
10.2020 - 07.2021
- Sourced candidates, designed referral programs, and forecasted hiring needs
- Conducted interviews, managed recruitment budgets, and implemented diversity initiatives
- Automated onboarding and payroll processes to improve efficiency
- Ran social media campaigns, increasing sales by 80%
Recruitment Consultant
Hays Recruitment
Oxford
05.2019 - 09.2020
- Managed full recruitment cycle from advertising to placement
- Built relationships with new and existing clients and candidates
- Negotiated offers and managed candidate placements successfully
- Enhanced recruitment processes for greater efficiency
Emergency Medical Services Roles
South Central Ambulance Service
Bicester
01.2016 - 05.2019
- Dispatcher (2018–2019): Directed resources during emergencies, maintained 100% data accuracy in CAD systems
- Dispatch Assistant (2017–2018): Supported dispatchers, monitored response times, improved efficiency
- Emergency Call Taker (2016–2017): Handled 999 calls, prioritized emergency responses, provided compassionate caller support
Education
HND in Photography - Distinction
Oxford & Cherwell Valley College
OxfordFunctional Skills Level 1 in English - undefined
Oxford & Cherwell Valley College
GCSEs - A–D
Bicester Community College
City & Guilds Creative Sketchbook Certification - Photography
City of Oxford College
OxfordSkills
- B2B client management
- Complaint resolution
- Relationship building
- Department management
- Rota and payroll management
- Staff training and development
- Reporting and analytics
- MS Office proficiency
- Database management
- Verbal and written communication
- Negotiation skills
- Sales expertise
- KPI management
- Process optimization
- Performance improvement
Websites
Accomplishments
- Achieved 98.5% customer service level at JDE Peet's
- Improved ward efficiency by 50% at NHS Professionals
- Increased sales by 80% through social media campaigns at Blenheim Recruitment
- Maintained 100% accuracy in emergency dispatch operations
- Successfully managed recruitment processes across multiple NHS directorates
References
References available upon request.
Timeline
Customer Services Executive
Bucks Recycling
03.2025 - 09.2025
Customer Service Specialist
JDE Peet’s
11.2024 - 03.2025
Business Administrator
Care Concern Group – Floryn House
03.2024 - 11.2024
Resourcing Advisor
Oxford Health NHS
03.2022 - 03.2024
Trust Services Partner
NHS Professionals
08.2021 - 03.2022
Internal Recruiter Manager
Blenheim Recruitment
10.2020 - 07.2021
Recruitment Consultant
Hays Recruitment
05.2019 - 09.2020
Emergency Medical Services Roles
South Central Ambulance Service
01.2016 - 05.2019
Functional Skills Level 1 in English - undefined
Oxford & Cherwell Valley College
GCSEs - A–D
Bicester Community College
HND in Photography - Distinction
Oxford & Cherwell Valley College
City & Guilds Creative Sketchbook Certification - Photography
City of Oxford College