Laura Glendinning
Stoke on Trent,Staffs
Summary
I am an accomplished professional with a strong background in quality control, data analysis and internal auditing and a passion to use those skills to help SEN families. I have exceptional written skills and excel at explaining difficult concepts to others. I am committed to continuous improvement and learning from others, taking on board their feedback and always trying to do better. I have experience working with families through the autism diagnosis process, providing advice and sign posting. I am also involved in the PINS project where I work with schools to improve their services to families with children who have a variety of additional needs.
Overview
20
20
years of professional experience
1
1
Certification
Work history
Audit and Monitoring Compliance Officer
Davies Group
Stoke on Trent, Staffordshire
2022.01 - 2025.03
- Kept up to date with relevant regulation and conducted regular reviews on how the business was implementing them
- Produced detailed reports suitable for different audiences, with reasonable co-produced recommendations which are tracked to conclusion
- Led the internal investigation of sensitive compliance issues, ensuring swift resolution of problems
- Mitigated potential non-compliance issues by proactive communication with the wider business
- Maintained clear records of all compliance activities for audit purposes
- Managed a varied and complex workload and met strict deadlines
- Reported on compliance performance to senior management
Lead Auditor
Davies Group
Stoke on Trent, Staffordshire
2019.02 - 2022.01
- Responsible for completing, calibrating and submitting audits for clients
- Developed new audit forms and processes
- Acted as a technical referral point for the team
- Undertook one to one feedback and training sessions
- Worked closely with managers to negotiate and implement changes and improvements
- Lead group training sessions on technical subjects such as GDPR
- Assisted with the induction of new staff
Liability Claims Handler
Davies Group
Stoke on Trent, Staffordshire
2013.01 - 2019.02
- Acted as Lead handler for a demanding commercial client
- Created a complex training manual for new starters
- Undertook client site visits and led client meetings
- Acted as technical support for other handlers
- Handled sensitive client information, maintaining confidentiality at all times
- Achieved efficient claim processing with meticulous attention to detail
- Managed complex insurance claims for successful resolution
Property Claims Handler
Davies Group
Stoke on Trent, Staffordshire
2009.05 - 2013.01
- Acted as Lead handler for a demanding commercial client
- Handled complex and escalated claims and complaints
- Created a complex training manual for new starters
- Responsible for the training of new staff
Sales Account Manager
Phones 4U
Stoke on Trent, Staffordshire
2005.09 - 2009.05
- Dealt with both inbound and outbound sales
- Handled complex customer complaints
Education
Bachelor of Arts - Journalism
Staffordshire University
2002.09 - 7 2005
A-Levels - English, Theatre Studies, Sociology
Wycombe High School
2000.09 - 7 2002
GCSEs - English, Science, Maths, History, Geography, Drama, Home Economics
Wycombe High School
1996.09 - 7 2000
Diploma of Higher Education - Understanding Autism
Stoke on Trent College
2018.02 - 5 2018
Skills
- Excellent written skills
- Knowledge of SEN Code of Practice
- Personal experience of the issues facing SEN families
- Ability to read and interpret data quickly and efficiently
- Resilience under pressure
- Confident communicator
- School governor training
Certification
Cert CII
Custom
- School Governor - responsible for SEND
- Volunteer for PEGIS - supporting schools and families with children with SEN
- Former Assistant Beaver Leader
Timeline
Audit and Monitoring Compliance Officer
Davies Group
2022.01 - 2025.03
Lead Auditor
Davies Group
2019.02 - 2022.01
Diploma of Higher Education - Understanding Autism
Stoke on Trent College
2018.02 - 5 2018
Liability Claims Handler
Davies Group
2013.01 - 2019.02
Property Claims Handler
Davies Group
2009.05 - 2013.01
Sales Account Manager
Phones 4U
2005.09 - 2009.05
Bachelor of Arts - Journalism
Staffordshire University
2002.09 - 7 2005
A-Levels - English, Theatre Studies, Sociology
Wycombe High School
2000.09 - 7 2002
GCSEs - English, Science, Maths, History, Geography, Drama, Home Economics
Wycombe High School
1996.09 - 7 2000