Summary
Overview
Work history
Education
Skills
References
Timeline
Generic

Lauren Fletcher

Chorley,Lancashire

Summary

Confident, motivated and reliable, I am committed to providing excellent administrative support and maintaining exceptional customer service standards. Hard-working and friendly, I am comfortable working individually and as part of a team, building positive relationships with team members, customers and suppliers. I have experience of working in fast-paced and often emotional environments, communicating with a wide variety of people both nationally and internationally, and I am adept at adapting to individual needs and circumstances. I am not afraid to take on new tasks and experiences and am confident in learning new database skills and computer systems.

Overview

21
21
years of professional experience

Work history

Commercial assistant

ABS Commercial Solutions
Chorley, Lancashire
03.2025 - Current
  • Ensure smooth operations by maintaining precise and up to date records and data.
  • Updating various client databases accurately and within agreed timeframes.
  • Analysing data received from clients, quickly determining the relevant information and processing it via the appropriate channels.
  • Create, edit and forward spreadsheets and documents.

Casework Support Officer

Royal Air Forces Association
Preston, Lancashire
11.2023 - 02.2025
  • Coordinated welfare referrals and assigned casework volunteers across Northern England, Scotland, Northern Ireland and Overseas.
  • Responsible for managing around 30 often complex welfare cases at a time, submitting applications for assistance to other relevant charities where necessary via Salesforce and Mosaic.
  • Accurately completed, recorded, retained and disposed of welfare and grant applications in line with the departmental retention policy on various databases.
  • Ensured all volunteer reports were unambiguous, precise and addressed individual assistance needs effectively.
  • Collaborated with internal teams and external charity organisations.
  • Coordinated with local authorities and healthcare professionals to support welfare cases.
  • Provided supervision, support and guidance to all casework volunteers and beneficiaries who were seeking support, updates and assistance.
  • Recorded charity income and managed casework expenditure payments for beneficiaries and suppliers.
  • Compiled regional welfare budget data and collated for performance reports.
  • Reported concerns regarding child or vulnerable adult safety to relevant teams and the RAF Association Designated Safeguarding Officers.
  • Supported the management of casework volunteer activity and provided assistance to the Regional Casework Manager.
  • Remained informed on current welfare legislation and shared knowledge with other team members.
  • Attended events to highlight the RAF Association's work and visited clients and volunteers.

Customer Services and Sales Liaison

Rainbow Dust Colours
Preston, Lancashire
10.2017 - 11.2023
  • Handled all the customer and supplier inquiries efficiently and in a timely manner, developing strong relationships and fostering brand loyalty and repeat business.
  • Processed and dispatched orders from the website, via email and phone with accuracy, while keeping customers informed at every stage.
  • Organised the delivery arrangements with selected carriers.
  • Processed payments, issued refunds, and raised invoices and credits, recording the data precisely.
  • Utilised multiple computer systems during the whole order process.
  • Assisted customers in making informed decisions by providing detailed product information.
  • Liaised with various internal departments as well as external companies and suppliers.
  • Managed the daily website operations, troubleshooting customer account issues, adding new products and users, and updating product information and page content.
  • Collaborated with the sales team to maximise product visibility and sales.
  • Improved office efficiency by implementing a new filing system.
  • Executed general office responsibilities such as filing and photocopying.
  • Assisted other departments to maintain high-quality customer service.

Aerospace Systems Operator

Royal Air Force
Lincoln, Lincolnshire
04.2004 - 04.2016
  • Assisted the Master Controller in creating the Recognised Air Picture of UK airspace, identifying aircraft flying over the UK and monitoring any suspicious air activity.
  • Collected data via RADAR, databases, radio and telephone in the Operations room and coordinated with colleagues.
  • Engaged with both national and international, military and civilian organisations.
  • Handled confidential and classified documents.
  • Supervised peers and subordinates while communicating time-sensitive information promptly and effectively.
  • Maintained precise information logs in a high pressure environment.
  • Oversaw the day-to-day management of the Junior Ranks on Squadron and ensured comprehensive task coverage in the Operations Room, often at short notice.
  • Coordinated the whereabouts of Junior Ranks across the whole Unit as Tasking JNCO, balancing operational requirements around personal requests.
  • As an Assistant Equality and Diversity Advisor I acted as a go between for the junior staff, listening to their concerns in a confidential manner and working with them to decide any next steps forward.

Education

Junior Management and Leadership Course - Professional Qualification

Royal Air Force
RAF Halton
05.2013 -

ECDL - IT Skills And Computer Literacy

Royal Air Force
Lincoln, Lincolnshire
05.2013 -

A-Levels -

Runshaw College
Leyland, LAN
09.2001 - 07/2003

GCSEs -

St Michael's Church of England High School
Chorley
09.1996 - 07/2001

Skills

  • Maintaining excellent levels of customer service
  • Strong time management and prioritisation abilities
  • Adapting to people's individual needs and circumstances
  • Positive relationship-building with team members, customers, suppliers, and volunteers
  • Experience of using and interrogating databases and computer systems and recording information accurately
  • Confident in communicating in person, on the phone and via Teams and email
  • Experience of using Microsoft Office
  • Handling sales enquiries and complaints
  • Payment processing, invoicing and raising credits

References

References available upon request.

Timeline

Commercial assistant

ABS Commercial Solutions
03.2025 - Current

Casework Support Officer

Royal Air Forces Association
11.2023 - 02.2025

Customer Services and Sales Liaison

Rainbow Dust Colours
10.2017 - 11.2023

Junior Management and Leadership Course - Professional Qualification

Royal Air Force
05.2013 -

ECDL - IT Skills And Computer Literacy

Royal Air Force
05.2013 -

Aerospace Systems Operator

Royal Air Force
04.2004 - 04.2016

A-Levels -

Runshaw College
09.2001 - 07/2003

GCSEs -

St Michael's Church of England High School
09.1996 - 07/2001

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Lauren Fletcher