Laura Jones
Tyne and Wear
Summary
Dynamic frontline manager at HM Revenue & Customs with proven expertise in navigating high-volume operations and implementing large-scale changes, including the effective closure of tax credits. Known for driving performance improvements and developing engaged teams during transitional phases. Communicates clear direction and establishes achievable goals while using data-driven insights to optimize results. Adept at risk management and supporting staff development to maintain operational excellence in complex settings.
Overview
11
11
years of professional experience
Work history
Manager
HM Revenue & Customs (HMRC)
2022.02 - Current
- Lead and develop a frontline team within a high-volume operational environment, ensuring delivery of key priorities and service standards
- Managed performance and operational delivery throughout the Tax Credits closure, supporting staff and ensuring a smooth transition
- Set clear objectives and monitored productivity and quality outcomes using performance data and insight
- Coach and mentor staff to improve capability, engagement and confidence in decision-making
- Identify performance trends, risks and issues, implementing timely interventions and continuous improvement actions
- Handle complex escalations, providing support and assurance while promoting accountability
- Foster a positive, inclusive team culture focused on learning, resilience and delivery at pace
Recruitment Support Co-ordinator
Oil Consultants Ltd
2021.08 - 2022.02
- Oversaw daily operations to achieve high productivity levels.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Successfully delivered on tasks within tight deadlines.
Job Advisor
Adecco
2021.02 - 2021.08
- Advised on CV writing techniques and interview strategies leading to increased success rates for job applications.
- Identified barriers to employment and designed strategies for overcoming them, increasing chances of securing jobs.
- Assisted jobseekers for successful employment opportunities.
Account Manager
Northern Gas and Power
2020.09 - 2020.12
Recruitment Support Co-ordinator
Oil Consultants Ltd
2019.08 - 2020.07
Premier Relationship Manager
Barclays
2017.03 - 2018.09
Sales Assistant
Ramsdens Financial Ltd
2015.05 - 2017.01
Education
MA - Criminology and Criminal Justice
Northumbria University
2018.01 - 1 2019
BA - Criminology
University of Sunderland
2015.01 - 1 2018
Skills
- Team leadership and performance management
- Change management and transformation delivery
- Staff training, coaching and development
- Operational planning and resource management
- Risk assessment and sound decision-making
- Stakeholder engagement and collaboration
- Customer service excellence
- Data analysis and continuous improvement
REFERENCES
References available upon request
Timeline
Manager
HM Revenue & Customs (HMRC)
2022.02 - Current
Recruitment Support Co-ordinator
Oil Consultants Ltd
2021.08 - 2022.02
Job Advisor
Adecco
2021.02 - 2021.08
Account Manager
Northern Gas and Power
2020.09 - 2020.12
Recruitment Support Co-ordinator
Oil Consultants Ltd
2019.08 - 2020.07
MA - Criminology and Criminal Justice
Northumbria University
2018.01 - 1 2019
Premier Relationship Manager
Barclays
2017.03 - 2018.09
Sales Assistant
Ramsdens Financial Ltd
2015.05 - 2017.01
BA - Criminology
University of Sunderland
2015.01 - 1 2018