Lauren Palethorpe

Following Mitie’s acquisition of Marlowe Fire & Security I remain with the same organisation; however my role has been integrated into the new structure.

• Mitie’s significantly diversified capabilities now enable expanded upselling opportunities across a broader range of client estates.
• I have constantly provided high quality service to clients to maintain and strengthen relationships, fostering future business opportunities.
• I prepare KPI reports to demonstrate overall performance.
• I analyse client feedback to identify areas for improvement.
• I cultivate and maintain strong client relationships, through scheduled on-site visits and off-site meetings to address account needs.

• Built and strengthened key client relationships by developing tailored account strategies.
• Analysed sales data to optimise performance metrics.
• Dept and dispute management.
• Secured long-term customer loyalty through exceptional service and comprehensive understanding of client needs.
• Managed multiple accounts, ensuring high-quality client care through strategic planning and effective campaign execution.
• Achieved 52% conversion ratio within last 180 days.

• Main Responsibilities: Managing scheduling and calendar logistics, facilitating effective communication with internal and external stakeholders, and conducting Fire Risk Assessment’s to ensure life safety.
• Performing site surveys and engaging with clients on a daily basis.
• Develop action plans to assist clients in achieving in maintaining compliance with fire safety standards throughout their premises.
• Participating in continuous professional development (CPD) to stay informed of updates in legislation in industry guidance, ensuring their proper application.
• Communicating clearly and effectively with both technical and non-technical stakeholders.

Main Responsibilities: I shadowed numerous Fire Safety Consultants within my organisation to enhance my knowledge and gain practical experience in my field. I adopted various best practices from each team member which contributed to my development as a versatile consultant and increase my confidence during this period. Additionally, I assisted with conducting and documenting fire risk assessments under supervision.

I participated in assessments of a diverse range of premises, including:

• Retail establishments
• Residential properties (HMOs)
• Warehouses
• Commercial (Offices)

This work was undertaken while I was awaiting my FPA - Level 3 - Fundamental Principles of Fire Risk Assessments (Certification).

Main Responsibilities: Coordinating the scheduling of the Fire Risk Assessments with consultants, processing purchase orders and managing their closure for billing purposes, and coordinating appointment dates with clients. Facilitating effective communication through phone calls, emails, teams meetings, and updating the internal sales system. Additionally, developing knowledge of fire safety terminology in concepts.

• Managed sensitive information with the discretion and ensuring confidentiality in accordance with company policies.
• Provided support to clients by addressing daily enquiries and managing incoming correspondence to ensure prompt response.
• Maintain an updated database records to ensure data accuracy and integrity.

Main Responsibilities: Designing and delivering induction programs. Managing customer data, fostering and maintaining client relationships, and working directly with clients to meet their individual needs. Developed customised training plans to motivate ongoing lifestyle improvements and enhance progress aligned with client objectives.

• Provide instruction on proper exercise techniques to ensure safety and reduce injury risk.
• Supported the induction process for new members by providing comprehensive facility tours and explaining membership benefits.
• Increased member engagement through the implementation of personalised fitness programs.

Main Responsibilities: Ensured safety and preservation of life, administer First Aid, compile customer reports, coordinate activity setup, and perform general maintenance including pool testing. This position was operated directly under Duty Officer as a senior lifeguard.

• Conducted daily operational checks of equipment to ensure optimal performance.
• Performed routine maintenance to maintain clean and safe facilities.
• Conducted regular pool inspections to uphold hygiene standards.
• Worked flexible shifts, including early mornings, weekends, holidays, and providing continuous coverage as required.

Main Responsibilities: Greeted incoming customers in professional manner and provided friendly, knowledgeable assistance. Reduced waiting times through effective time and resource management. Managed bookings to schedule, cancel/re-arrange appointments. Signing up memberships, arranging lessons, booking activities and cash handling.

• Handled appointment scheduling to ensure smooth daily operations.
• Enhanced customer satisfaction by efficiently managing all front desk enquiries.
• Greeted incoming customers in professional manner and provided friendly, knowledgeable assistance.