Naomi Heal
Banwell
Summary
Highly organised, reliable and approachable professional with over 20 years’ experience across lettings, administration, reception, customer service and retail management — including nearly 12 years in a busy lettings environment. Skilled in front-of-house operations, client care, correspondence, compliance, tenancy administration and general office functions. Confident working independently or as part of a team, with meticulous attention to detail, discretion with confidential information, and a calm, solution-focused approach. Now seeking an Administration and Reception role to bring strong organisation, professionalism and reliability to a busy team.
Overview
21
21
years of professional experience
Work History
Lettings Manager
Accommodation Unlimited
Bristol
11.2014 - Current
- Oversaw daily administration and operations of busy lettings office, ensuring effective support for landlords, tenants, contractors, and external agents.
- Monitored and reconciled rental payments; processed payments to landlords and contractors while managing arrears and Section 13 rent increase procedures to maintain cash flow.
- Maintain accurate tenancy, property and business records; manage tenant referencing, agreements and compliance documentation.
- Resolved complaints and complex situations calmly, providing accurate support amidst competing priorities to enhance client satisfaction.
- Draft correspondence and legal documentation; coordinate diaries, appointments, property visits and maintenance work.
- First point of contact; deliver professional reception and manage main switchboard, handling all enquiries in person, by phone and email.
- Ensure GDPR and data protection compliance; manage office supplies, equipment and general organisation.
Sales Administrator / Receptionist
Safestore
Bristol
07.2011 - 11.2014
- Supported sales team with quotes, follow-ups and reports; processed payments and flagged overdue accounts.
- Processed bookings, agreements and contracts accurately while maintaining comprehensive customer, payment and occupancy records.
- Delivered front-line reception and administrative support, enhancing customer experience and contributing to sales targets.
- Welcomed visitors, managed switchboard and handled all customer enquiries professionally.
- Managed post, filing, supplies and general correspondence, producing occupancy summaries for management to inform decision-making.
- Covered staff shifts during absences to ensure uninterrupted service.
Assistant Manager
Barratts Footwear
07.2005 - 06.2011
- Drove sales targets and KPIs through team leadership and excellent customer service.
- Supervised, trained and developed staff; organised rotas, delegated tasks and assessed performance to maintain high standards.
- Assisted Store Manager with daily operations; took full responsibility for store in their absence, ensuring continuity of service.
- Handled customer queries, complaints and returns effectively; managed stock, deliveries, audits and merchandising to optimise store presentation.
- Handled cash, reconciliation, banking and till transactions; ensured health & safety and security compliance.
- Assisted with payroll data, attendance records, supplier liaison and general administration.
Education
BTEC National Diploma -
City of Bristol College
Bristol01-2005
10 GCSEs - English, Mathematics and Science
The Grange Community School
bristol01-2003
Skills
- Tenancy administration
- Section 13 & arrears procedures
- Payment processing
- Reconciliation
- Agreements
- Referencing
- Compliance
- GDPR & confidentiality
- Database & record management
- Correspondence
- Diary management
- Reception management
- Multi-channel enquiries
- Complaint resolution
- Workload management
- Staff cover & coordination
- Cash management
- Stock control
- Reporting
- Problem-solving
Additional Information
- PTA Co-Chair / Former Secretary — School fundraising, event organisation, volunteer coordination, parent communication and community support
- Owner — Against the Grain Kitchen — Self-employed; produce and supply free-from baked goods; manage orders, invoicing, suppliers and business administration
- Interests: Reading, cooking, and exploring UK and international destinations with family
Timeline
Lettings Manager
Accommodation Unlimited
11.2014 - Current
Sales Administrator / Receptionist
Safestore
07.2011 - 11.2014
Assistant Manager
Barratts Footwear
07.2005 - 06.2011
BTEC National Diploma -
City of Bristol College
10 GCSEs - English, Mathematics and Science
The Grange Community School