Kim Hurley

Managed building start-up processes, achieving project goals and contractual specifications.

Prepared monthly and annual reports detailing facility statistics for management review.

• Conducted audits to verify compliance with current legislation.
• Planned maintenance activities within budget constraints to optimise operational efficiency.
• Investigated system issues, implementing solutions to minimise downtime and control costs.
• Oversaw improvements to facilities, enhancing tenant satisfaction and meeting expectations.
• Coordinated emergency responses, ensuring safety through effective resource management.
• Reviewed contracts and price quotes for facility management tasks, achieving significant savings.

• Implemented a comprehensive management system for field technicians, enhancing task allocation efficiency.
• Coordinated workflow of field technicians, ensuring timely task completion.
• Managed complex schedules to meet key project deadlines without delays.
• Reduced scheduling conflicts by efficiently prioritising and organising tasks.
• Established clear communication lines among team members, improving cohesion and effectiveness.
• Allocated tasks based on individual skill sets to maximise productivity.
• Collaborated with management to create realistic project timelines, reducing deadline extensions.
• Resolved client complaints promptly, boosting satisfaction levels.

• Handled complex enquiries from Engagement Officers and challenging customers during Schools/Households projects.
• Streamlined processes through meticulous record keeping to enhance efficiency.
• Resolved high volume of inbound calls swiftly, addressing customer issues effectively.
• Fostered customer satisfaction by managing complaints and inquiries proficiently.
• Provided constructive feedback during team meetings to inform on process improvements.
• Operated helpline ensuring timely call resolution and accurate message taking.
• Built rapport with Engagement Officers for effective issue reporting.
• Escalated time-sensitive signup issues to Managers or Supervisors promptly.

• Ensured reception team delivered exceptional front-of-house service, greeting visitors to high standards.
• Produced and managed reception rota, coordinating cover and overtime for planned absences.
• Greeted and onboarded visitors, managing access via visitor management system and issuing passes.
• Operated switchboard, answered and transferred calls, assisted with enquiries, and took accurate messages.
• Adhered to internal policies while implementing new practices for seamless delivery of services.
• Managed access pass system, overseeing creation, programming, distribution, auditing, and cancellation.
• Served as key point of contact for global client base, reporting on reception aspects for interdepartmental cohesion.
• Organised London office summer party for 150 attendees; arranged venue, catering, and entertainment.

• Welcomed visitors and clients, upholding high standards of customer service.
• Answered telephones in accordance with strict SLAs while managing meeting room preparations.
• Corresponded with internal and external partners, distributing CVs and overseeing supply orders.
• Coordinated weekly with external couriers to address ad-hoc requirements promptly.
• Prepared documents and presentations, managed expenses, and organised travel arrangements efficiently.
• Administered room reservations, ensuring accurate processing of enquiries by bookings team.
• Handled office magazine subscriptions and online resources, delivering administrative support for directors.
• Streamlined administrative processes by implementing innovative solutions.
• Managed visitor log book meticulously for record keeping and security purposes.
• Conducted office inventory checks to ensure necessary supplies were always available.
• Maintained pristine reception area to enhance company image.
• Coordinated catering services for meetings resulting in successful and professional events.

• Successfully resolved complex customer issues, ensuring repeat business.
• Conducted regular staff meetings to enhance morale and productivity.
• Guided customers through troubleshooting processes with patience and clarity.
• Enhanced brand loyalty, provided excellent service at all times.
• Provided detailed information about products and services to potential customers.
• Handled high volume of calls daily for faster issue resolution.
• Improved customer satisfaction by promptly addressing queries and complaints.
• Built rapport with clients through empathetic handling of concerns.