LAURA STOKES

• Processing pension and share schemes for around 38,000 weekly staff and around 4,500 monthly staff – accurately, within tight deadlines
• Managing benefit changes for employees on achieving loyalty milestones, promotion or demotion
• Reconciling third-party payments
• Collaborated with human resources team for seamless onboarding of new employees.
• Supporting the defining of new processes, maintaining current procedures and processing improvements
• Addressed staff queries regarding their entitlements promptly, encouraging a transparent work environment.
• Conducted regular audits of systems, ensuring accuracy and consistency at all times.
• Maintained up-to-date knowledge of regulations, ensuring compliance in all practices.
• Assist in contract negotiation with vendors to secure optimal terms and conditions.
• CIPP Qualified in Pension Administration

• Managed the staff accommodation property portfolio entailing, council tax, compliance, minimum standard, EPC and new initiatives
• Oversee multiple consultants who work on behalf of JD Wetherspoon to ensure that time lines are met, goals achieved and value for money
• Dealing with a variety of enquires from the pubs, helpdesk & customer services
• Updating of policies, procedures and databases
• Ability to read leases & plans- liaising with architects and contractors for works
• Actively dealing with party wall negotiations and planning objections
• Manage the car parking portfolio – ensuring adequate parking controls
• Problem solving – dealing with queries regarding buildings, ownerships, neighbours, councils and third parties
• Maintained high levels of data accuracy for smooth business operations by conducting regular database audits.

• Managed renewals of contracts and ensured compliance with ARLA regulations.
• Liaised daily with solicitors and legal teams to facilitate property transactions.
• Negotiated optimal deals for clients, maximising financial outcomes.
• Oversaw rent collections, maintenance, and daily operations of properties.
• Conducted site visits and meetings, collaborating with Howarth Homes.
• Organised and prepared documentation for New Homes Launches.
• Executed diary management and office administration tasks efficiently.

Designed play-based activities to enhance cognitive development.

• Created a nurturing environment for emotional and social growth.
• Coordinated with external agencies to address safeguarding concerns.
• Delivered swift first aid during emergencies, reducing complications.
• Partnered with parents to provide tailored support.
• Tracked child progress and offered insightful feedback.

• Managed over 250 properties regionally, achieving optimal operational efficiency.
• Coordinated repairs to minimise tenant disruption and enhance satisfaction.
• Resolved emergencies promptly to alleviate stress for all parties involved.
• Orchestrated swift turnover between tenancies with thorough cleaning before new occupancy.
• Prepared monthly financial reports for property owners outlining income and expenses.
• Conducted property inspections to maintain high cleanliness and maintenance standards.

• Facilitated effective communication and collaboration between sales and operations departments.
• Updated hotel information and systems to ensure accuracy.
• Addressed complaints promptly, providing timely resolutions for current and post-departure issues.
• Liaised with internal and external departments to promote open communication channels.
• Conducted hotel visits to enhance service understanding.
• Implemented strategies to manage difficult customer situations efficiently.
• Ensured compliance with data privacy regulations to protect client confidentiality.
• Fostered positive consumer experiences through active listening and empathy.

• Managed post-departure complaints and queries efficiently under tight deadlines.
• Facilitated communication between departments to ensure timely information exchange.
• Handled multiple queries simultaneously, applying effective multi-tasking skills.
• Delivered exceptional service to increase customer loyalty.

• Facilitated guest support and problem resolution in high-volume customer service roles.
• Oversaw accounts management, maintaining precise financial records.
• Oversaw 20+ hotels and coordinated airport transfers to enhance guest arrival experiences.
• Excelled in competitive sales environment, driving revenue and occupancy rates.