Lauren Hinshelwood
Hamilton,Lanarkshire
Summary
Dependable and organised Senior Administrative Assistant with extensive experience supporting busy public‑sector teams and managing a wide range of administrative responsibilities. Skilled in handling sensitive enquiries, producing accurate documentation, and keeping information well‑structured and secure. Known for a calm, steady approach, strong IT skills, and the ability to maintain high standards while managing competing priorities.
Overview
15
15
years of professional experience
4020
4020
years of post-secondary education
Work history
Senior administrative assistant
South Lanarkshire Council
Hamilton, South Lanarkshire
2024.01 - 2026.03
- Coordinated team resources to support day-to-day service delivery.
- Responded to complex enquiries and complaints with professionalism.
- Liaised with internal teams and external stakeholders to progress work.
- Analysed repairs data to identify trends for improvement.
- Produced graphs and performance reports for senior management.
- Maintained accurate records in compliance with GDPR.
- Monitored shared mailboxes, ensuring timely responses.
- Took minutes during meetings and supported staff in organisation.
- Conducted performance appraisals with employees for career development discussions.
- Monitored employee attendance records for maintaining discipline within the team.
Repairs Assistant
South Lanarkshire Council
Hamilton, South Lanarkshire
2020.07 - 2024.01
- Assessed repair requests in line with policies and performance targets.
- Provided clerical support while ensuring full GDPR/DPA compliance.
- Managed multiple shared mailboxes and processed high volumes of correspondence.
- Addressed enquiries via telephone, email and letter in a calm, professional manner.
- Built strong working relationships with internal teams, contractors and external partners.
- Ensured accurate data entry and maintained organised filing systems
Warehouse Operative
NHS Scotland
Larkhall, South Lanarkshire
2019.12 - 2020.07
- Processed and fulfilled customer orders efficiently.
- Received and stored deliveries securely.
- Monitored stock levels and usage of equipment diligently.
- Followed health and safety procedures strictly.
Customer Services Team Manager
John Lewis
Hamilton, South Lanarkshire
2017.11 - 2019.10
- Managed customer service team operations to ensure efficient support.
- Supported staff development through motivation, coaching, and mentoring.
- Conducted performance assessments and facilitated staff improvement.
- Coordinated schedules and addressed team challenges promptly.
- Oversaw absence management and handled disciplinary processes effectively.
Customer Service Advisor
John Lewis
2011.08 - 2017.11
- Assisted customers with a variety of enquiries in an efficient and professional manner.
- Addressed complaints with empathy and effective problem-solving skills.
- Supplied product information and supported order inquiries.
- Utilised internal systems to log interactions and conduct follow-ups.
- Collaborated with logistics and support teams to resolve issues.
- Achieved individual and team performance targets.
Education
Level 2 NVQ - Contact Centre Operations
City & Guilds
GCSEs -
Duncanrig Secondary School
East Kilbride, South LanarkshireSkills
- Strong attention to detail and accuracy
- Confident handling confidential and sensitive information
- Strong organisational and workload‑management skills
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
- GDPR/DPA‑compliant record handling
- Minute taking and meeting coordination
- Stakeholder and customer liaison
- Data analysis and performance reporting
- Multi‑mailbox monitoring and correspondence management
- Clear, professional communication
References
References available upon request.
Timeline
Senior administrative assistant
South Lanarkshire Council
2024.01 - 2026.03
Repairs Assistant
South Lanarkshire Council
2020.07 - 2024.01
Warehouse Operative
NHS Scotland
2019.12 - 2020.07
Customer Services Team Manager
John Lewis
2017.11 - 2019.10
Customer Service Advisor
John Lewis
2011.08 - 2017.11
Level 2 NVQ - Contact Centre Operations
City & Guilds
GCSEs -
Duncanrig Secondary School