NATALEE WATSON

Managing the daily operations of the Defined Benefit and Defined Contribution pension schemes of Lloyds Banking Group by acting as the first point of contact for all pensions, payroll issues, or enquiries from members and management, ensuring daily problems are resolved.

• Process and set up new joiner forms, send out welcome packs, contribution letters, opt-out forms and register members to EPA.
• Assisted in the resolution of complex member queries, improving customer service ratings.
• Calculated transfer values for seamless transitioning between schemes.
• Verified the completion of required documentation to facilitate benefit settlement.
• Applied advanced Excel skills to perform complex pension calculations.
  Administered death benefits claims for efficient processing and payout.
  Communicated changes in pension legislation to both clients and team, ensuring awareness and understanding.
  Improved client relations by providing prompt and accurate pensions information.
  Interpreted pension scheme rules accurately, facilitating effective decision making.
  Handled early retirement cases with care and precision.
  Updated member records regularly, ensuring accuracy in data management.
  Informed members regarding updates and changes to benefits to complete required documents.
  Utilised clear communication skills to advise clients of policy, fund and benefit details.
  Produced statements and related paperwork with strict attention to detail to minimise errors.
  Arranged payment of pensions to clients and families by completing and filing associated paperwork.
  Registered and updated addresses and marital status to maintain accurate records.
  Obtained the signatures of employees, lawyers and employees to optimise the pension process.
  Communicated with beneficiaries to explain benefits and required processes.
  Maintained client records with strict attention to data security protocols.
  Calculated benefit amounts and identified appropriate services according to applicant data.
  Managed pension schemes and verified the correct calculation of benefits.
• Managing and maintaining accurate records for pension schemes, and client data by entering all data into the relevant pensions system (IPA) in a timely, accurate and consistent manner and ensuring that all documents are maintained and stored within the data protection guidelines.
• Providing exceptional customer service and resolving queries or complaints effectively.
• Adhering to legal requirements and company policies in all interactions.
• Performed manual and automated quotations for early, late, and normal RTQ benefits across members, trustees, and LOA.
• Managing the team mailboxes and replying to members' queries.
• Process Transfers, Divorces, Retirements, redundancies, Bereavement and Onboarding Next of kin set-up and payments.
• Settle scheme retirement benefits and put members' benefits into payment.
• Process severance cases, including redundancy.
• Processed annuity cases and settled benefits.
• Complete benefits settlement for small lump sum transactions.
• Settle trivial commutative benefits and ensure rules are followed regarding members taking a trivial payment.
• Settles Jersey benefits and maintains up-to-date knowledge of Crown Dependency legislation.
• Settles EPBs (Equivalent Pension Benefits) and put the benefits into payment.
• Process benefit crystallisation events, calculations, and process GPS payroll.
• Process international payments of benefits.
• Implement a monthly payment scheme for benefits, and lump sum disbursements.
• Calculate benefits accurately, following the 25% tax-free and 75% tax lump sum payment rules.
• Process AVC (Additional Voluntary Contribution) calculations and ensured accurate benefit settlement.
• Process and resolve difficult cases from the Disclosure list through detailed investigation.
• Calculate complex BAU retirement quotes.
• Calculate GMP Calc and RST Split for members who are over NRA (Normal Retirement Age) or at GMP age.
• Collaborated with team members to improve efficiency in processing pension cases and customer enquiries, which has improved overall customer satisfaction.
• Ensured compliance with legal requirements and internal policies, while maintaining high standards of service.
• Conduct in-depth analysis of pension plan processes, identifying inefficiencies, and implementing strategic improvements to workflows.
• Manage escalated client enquiries, utilising strong problem-solving skills to effectively resolve complex pension-related issues.
• Revalue members' benefits and send out benefit statements to members.
• Run full member reports and send them to the scheme trustees or actuaries.
• Generates correspondence and reports using established templates to update members on pension share amounts.
• Frequently review government websites for changes, and refresh spreadsheets accordingly.
• Handle member enquiries with empathy and a commitment to high-quality service.
• Enhanced personal development in the pensions sector through continuous learning (CBT) and a thorough understanding of relevant regulations and legislation.
• Completed classroom-based training on bereavement settlements, pension sharing orders, transfers, member events, allowances, Pension Foundation, leavers, contracted-out, introduction to UK pensions, retirement, DC and DB schemes, and phasing of DC benefits.
• Exhibited strong verbal and written communication skills by crafting professional correspondence.
• Collaborate effectively within a dynamic team environment.
• Demonstrates expertise in financial services to improve operational efficiency.
• Execute tasks independently while adhering to established procedural guidelines.
• Effectively prioritised tasks to meet targets for both volume and accuracy.

• In this Defined Benefit position, I am consistently available to address queries professionally via telephone, email, and online inquiries from members, trustees, and stakeholders, while meeting established targets and deadlines.
• Calculated retirement quotes manually and automatically for members, trustees, and LOA.
• Calculated complex BAU administration cases related to the scheme, and issued them promptly, resulting in enhanced customer satisfaction.
• Trace members using Experian, DWP, and Track services to locate members when mail is returned to us as undeliverable.
• Compose and send reports and letters to members, and representatives using email and post.
• Maintain accurate records of retirement plans.
• Generated pension statements tailored for clients.
• Generated pension projections for clients.
• Create accurate financial summaries.
• Arrange payment of pensions, and lump sums.
• Respond to enquiries via telephone, post, or email.
• Compiled reports and ensured the accuracy of third-party data.
• Coordinated and maintained schedules for the effective completion of administrative duties.
• Documented every piece of correspondence.
• Ensured targets were met by addressing enquiries swiftly.
• Successfully processed over 100 IFA requests monthly, resulting in a 15% increase in client satisfaction.
• Calculated CA (GMP) increases and, if applicable, notify the members with a step-up letter when the GMP increase exceeds their current payment.
• Process NRD chase letters.
• Process AVC quotes and contact third parties to obtain AVC valuations.
• Manage and process Barber Law cases to ensure that equal opportunity and compliance are consistently maintained in accordance with equality rulings, ensuring that no individual faces discrimination.
• Process GMP values from the Gov.uk website for members, ensuring accuracy in calculations.
• Stay updated on CBT training, pension laws, and regulations.
• Calculate trivial commutation quotes.
• Calculate Cash Equivalent Transfer Values (CETV) for deferred members over normal pension age and provide revalued figures.
• Calculate the CETV for members under normal pension age.
• Calculated settlement cases and initiated pension payments.
• Updated spreadsheets monthly with relevant factors.
• Calculated transfer-out figures and password-protected confidential records before sending them to members, trustees, or third parties.
• Calculate child maintenance orders, and initiate payments.
• Administered calculations for bereavement settlements and executed beneficiary payments.
• Calculate and process divorce settlement payments.
• Calculate and revalued the deferred statement and send it to the member.

• Managing the daily operations of the (Final Salary) Defined Benefit Teachers' Pension Scheme with accurate record-keeping.
• Generate letters, emails, and reports using established templates or by calculating figures to update members on their Pension Share amounts or Cash Equivalent Transfer Values (CETV).
• Processed member contributions and benefits, maintaining accurate records using Microsoft Word, Excel, and the in-house Heartlink system, and providing timely updates in pension systems.
• Calculated complex BAU administration cases pertaining to the scheme.
• Regularly monitor the government website and update the spreadsheets with any new factors.
• Address tasks concerning scheme eligibility, contributions, data submissions, report breaches, and auto-enrolment.
• Execute project tasks to address pending cases by managing scheme events and urgent issues, ensuring adherence to compliance while meeting stringent deadlines, objectives, internal standards, and scheme and legislative regulations.
• Calculated divorce settlement cases manually and sent the necessary documentation to members or Letters of Authority (LOA). I accomplished this by verifying that documents received from members, or the Letter of Authority (LOA), were thoroughly checked against both member and spouse records, ensuring that any relevant document bore a court seal before proceeding. Once the initial review was complete, I accurately calculated the percentage split settlement within the specified deadline, updated the member's records with the finalised figures, and then sent the confidential records to the member or LOA to notify them of the outcome.
• Stay informed by completing outstanding Continuing Professional Development (CPD), and ensuring all changes are promptly updated in Workday.
• Calculate embargo rectification and Transition Protection cases: Upon receiving the calculation factors from the local government, update the spreadsheet with these factors, and calculate any cases that may have been on hold for several months due to legislative changes.
• Implement and calculate new schemes: If any new calculation cases have been introduced to the project, I will complete training on each case type and begin calculating these cases.
• Conduct peer reviews of cases processed by less experienced administrators to ensure adherence to scheme rules, accuracy, and regulations. I achieve this by reviewing cases prior to distribution to members, LOAs, or actuaries, and providing feedback to peers to facilitate improvement and comprehension of each case type.
• Communicate effectively with members, trustees, and other third parties.
• Assume responsibility for ad hoc projects.
• Process member events within specified deadlines.
• Remain up to date on scheme changes and the latest tax and pension laws, ensure compliance with all rules and regulations, and retain thorough knowledge to help customers.
• Calculated the total overtime entitlement for members using Excel to manipulate data; this includes cases such as Flexibility, Error, AAB Buyout Rollback Choices, Additional Pension, Faster Accrual, and Issuing Flexibility Statements or Letters.
• Maintain the Teachers' Pension account by accurately updating member details based on information received from members via the Member Portal Online (MPO) or scanned documents and provide a reply to members.
• Print completed CETV reports via HPOD and ensure the timely dispatch of documents.
• Conduct thorough checks on each case to minimise errors and member complaints. I fulfil this task by allocating sufficient time to each case to avoid rushing and to ensure accuracy in the figures entered on the spreadsheet. For manual calculations, I verify the figures by using the auto-sum function on the status bar of the spreadsheet and by confirming them manually with a calculator.
• Adhered to plan documents and ensured compliance with legal standards.
• Identify and resolve complaints, escalating issues as necessary. Each morning at the beginning of my shift, I review my casework, prioritising by urgency. I address any urgent cases first, to allow sufficient time for escalating critical issues.
• Collaborate with colleagues, share knowledge, and provide support to ensure accurate and timely case processing. I achieve this by fostering strong relationships with my workforce. As a senior member of my team, I offer the knowledge I have acquired and reassure them that they can seek assistance if they have any doubts regarding case types, calculations, or procedures. Additionally, I provide answers to questions raised during our meetings and team chats for less experienced team members, as well as individuals outside our team, and I facilitate small training groups.
• Create pension statements.
• Unlock cases as needed.
• Resolved complex pension queries from members, providing clear and comprehensive information to enhance the member experience.
• Prepared detailed reports on pension scheme performance, utilising analytical skills to inform strategic decision making.
• Administered members' benefits in line with scheme rules and appropriate legislation, including refunds of contributions, and deferred pensions.
• Conducted thorough reviews of pensioner payroll, verifying details for correct payment processing.
• Set up new pensions, including the payment of pension commencement lump sums, and other options.
• Implemented updates to pension records following changes in personal circumstances, guaranteeing current data.
• Liaised with pension scheme members, providing detailed explanations of benefits, and answering queries.
• Demonstrated excellent time management skills, coordinating own workload to consistently meet and exceed statutory, departmental, and team targets.

• Act as the primary point of contact for incoming customers seeking to upgrade or purchase new products.
• Assisted customers by providing clear solutions to billing and product queries, ensuring satisfaction.
• Maintained high standards of service quality for a diverse clientele.
• Address and resolve billing disputes, and any other issues that may arise.
• Ensure customers fully comprehend our terms and conditions and are satisfied before offering a new or existing product.
• Ensure consistent compliance with guidelines from Ofcom, and FCA.
• Comply with the Data Protection Act and regulations regarding the protection of client data.
• Achieved targets by adhering to strict deadlines.
• Always exhibit professional behaviour.
• Demonstrated honesty, friendliness, and helpfulness consistently.
• Assisted customers with inquiries and provided comprehensive information on products, services, and support.
• Processed customer orders and managed transactions efficiently to maintain the service flow.
• Handled customer complaints by actively listening and providing appropriate resolutions to enhance satisfaction.
• Collaborated with team members to streamline processes and improve overall customer service delivery.
• Maintained accurate records of customer interactions and transactions to support follow-up actions.
• Participated in training sessions to continually enhance product knowledge and customer service skills.
• Conducted regular follow-ups with customers to ensure satisfaction and address any ongoing issues.
• Addressed customer service enquiries quickly and accurately.
• Assisted customers with product-related questions, feedback, and complaints.
• Maximised customer satisfaction by resolving service issues promptly.
• Handled high-volume telephone calls to address and resolve customer queries.
• Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
• Listened to individual complaints with an open mind and asked detailed questions to understand the issues.
• Built rapport with customers through courteous and professional communication.
• Processed refunds, exchanges, and service requests for customers.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints, and guarantee customer satisfaction.
• Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customers' needs and requirements.
• Developed empathetic client relationships and earned a reputation for consistently exceeding sales goals.
• Monitored customer surveys and feedback to develop corrective actions for service-related issues.
• Scheduled new product deliveries.
• Managed up to 70 customer inquiries per day in a fast-paced call center.

• Handled a high volume of phone calls and visitor interactions, ensuring a courteous and professional experience for all parents and students.
• Reception duties include welcoming, signing in, and signing out all visitors and parents.
• Answering incoming phone calls and inquiries from parents, stakeholders, and other relevant parties.
• Addressing queries and questions.
• Receiving incoming goods and mail and distributing them to the appropriate individuals.
• Handling ad-hoc queries as requested by the principal.
• Office Finance Administrator duties which include general administrative duties that encompass communication with staff and parents, scheduling appointments, and taking meeting minutes.
• Create and distribute termly documents, e.g. termly calendar, staff lists, and student registers.
• Access Parent Pay to update, generate, and print daily reports, while addressing any internal or external inquiries or issues.
• Coordinate with Parent Pay Head Office to resolve queries related to the school's Parent Pay account or individual parent accounts.
• Contact parents regarding outstanding charges on their ParentPay accounts.
• Create invoices for payment, document goods received, and goods dispatched in our accounting spreadsheet by maintaining balanced books, and record these transactions in Concur for authorisation by senior managers.
• Coordinated administrative tasks by maintaining accurate student records, updating databases, and ensuring efficient information retrieval.
• Ensure that goods are checked upon receipt, and invoices are processed accordingly.
• Verify and ensure the accuracy of daily registers and timely completion, followed by generating reports for late arrivals, absences, or other discrepancies.
• Update the school's in-house system, Bromcom, with current students, and accurately register the details of new students.
• Compile and maintain records of pupil medical information, on-site medication, and care plans for students.
• Manage sign-ups and attendance for clubs and activities throughout the term, coordinating with external club providers.
• Oversee all aspects of school trips in collaboration with coordinating Educational Visits, which include transportation bookings, ticket arrangements, and communication with parents and guardians.
• Perform termly administrative tasks such as preparing letters for parents' evening appointments, handling all correspondence with parents, organising school photographs, immunisations, and events.
• Complete any other ad hoc duties as requested by the principal.
• Managed front desk operations by greeting visitors, handling inquiries, and directing them to the appropriate personnel.
• Communicated effectively with parents and staff to address concerns and provide information regarding school policies and procedures.

• Greeted students, parents, and visitors promptly, creating a welcoming atmosphere within the school environment and offering guidance and information.
• Managed incoming phone calls and correspondence, directing inquiries to appropriate staff members efficiently.
• Coordinated school events and appointments, maintaining accurate schedules, and ensuring effective communication.
• Processed student registrations and maintained accurate records, adhering to confidentiality, and data protection protocols.
• Assisted in maintaining office supplies inventory, ensuring timely restocking, and efficient resource management.
• Supported administrative functions by preparing documents and materials for meetings, and school activities.
• Developed and implemented office procedures that improved workflow and enhanced overall operational efficiency.
• Collaborated with teaching staff to address student needs, providing necessary support and information as required.
• Performed reception and telephone duties, handling and directing enquiries from pupils, parents, staff, visitors, and other agencies.
• Handled confidential documents, including student records, staff contracts, and other sensitive materials, with discretion.
• Assisted with organising and smooth running of parent meetings, class plays, and other school functions.
• Recorded attendance at daily and weekly staff meetings, updating student rosters accordingly.
• Managed the school calendar, scheduling academic, and extracurricular activities.
• Communicated information to parents about children's learning progress in class.
• Identified administration processes, and school procedures in need of improvement, and recommended solutions.
• Drafted correspondence on behalf of the school, maintaining professionalism in communications.
• Handle incoming phone calls and inquiries from parents, stakeholders, and other parties.
• Address queries and questions.
• Receive incoming goods and mail and direct them to the appropriate individuals.
• Manage ad hoc queries as required by the office manager.
• Office Administrator duties include conducting general administrative tasks, including communication with staff and parents, scheduling appointments, and taking meeting minutes.
• Generate and distribute termly documents, e.g. termly calendar, staff lists, and pupil lists/registers.
• Input or update student information in the school SIMS database and generate reports.
• Compile and maintain pupil medical information, on-site medication records, and care plans for children.
• Oversee clubs and activities sign-up and registration throughout the term, including coordination with external club providers.
• Manage all school trips in collaboration with the Educational Visits Coordinator, including booking transportation, arranging ticketing, and overseeing itineraries.
• Perform termly administrative tasks such as preparing letters for parents' evening appointments, handling all correspondence with parents, coordinating school photographs, immunisations, and organising all school events.
• Supported new staff members during their induction period which contributed towards a more inclusive work environment.
• Monitored visitor access to safeguard school security measures.

• Schedule appointments for prospective special educational needs (SEND) children, visitors, and mainstream students, and communicate the start date with parents or guardians.
• Enter new starter information into our internal database and update the SEND register with relevant details.
• Ensure equitable treatment of all children, irrespective of their SEND status, ethnicity, religion, and escalate any issues or concerns to our leadership team.
• Oversee the behaviour policy to ensure compliance with established procedures.
• Participate in weekly SEND development meetings and record agreed targets for each special educational needs child in our database, including a review date, progress report, and any additional notes.
• Update and add the Education, Health, and Care Plan (EHCP) to our database.
• Manage referrals as directed by the SENDCo.
• Support the SENDO or lead intervention groups.
• Admission Duties: Responsible for all aspects of school admissions, transfers, access, and for providing progress reports to the office manager.
• Perform all administrative tasks related to admissions and appeals, coordinating with the Leadership team to keep them informed of the status of admissions applications.
• Serve as the primary point of contact for all admissions, offering general information about the admissions process to parents and carers, and directing more complex inquiries to the Head of School.
• Maintain waiting lists for school placements and apply admissions criteria in alignment with school policies.
• Coordinate admissions meetings for new parents with the Head of School, class teacher, and SENDCo, ensuring that relevant and up-to-date information is available to parents, the front office, and academic staff involved in the visits.
• Promptly address admissions enquiries for the Nursery and Primary School via phone, email, or in person, providing relevant materials, and recording information in the admissions database.
• Invite prospective parents to admissions events such as Open Days, Taster Days, and as needed.
• Arrange personal visits for families wishing to tour the school beyond Open Events, coordinating with the appropriate school personnel to ensure the visit meets the families' requirements.
• Create and maintain accurate pupil records and school roll information in SIMS, including preparing registers, form lists, and emergency contact lists.
• Compile admissions data by generating routine reports and preparing statistical returns on admissions.
• Assist with attendance as necessary.
• Provide administrative support to the school as required by the Office Manager.
• Assisted in coordinating admission processes by managing application documentation and communication with prospective students.
• Supported inclusion initiatives by collaborating with diverse stakeholders to promote an inclusive environment within the institution.
• Managed administrative tasks, including scheduling meetings, and maintaining accurate records of applicant interactions and outcomes.
• Facilitated training sessions for staff on inclusion policies and best practices, to foster a supportive atmosphere for all students.
• Developed and maintained databases to track student admissions, demographic information, and for reporting and analysis purposes.
• Responded to inquiries from applicants and their families, providing guidance and resources to navigate the admission process effectively.
• Organised events and workshops aimed at raising awareness about inclusion, accessibility, and within the educational community.
• Handled incoming calls and emails, providing prompt responses or directing queries to the appropriate departments.
• Answered telephone calls to offer information, direct callers, and take messages.

• Greeted students, parents, and visitors promptly, creating a welcoming atmosphere within the school environment.
• School Receptionist duties which include: managing the sign-in/out process for all visitors, and parents.
• Coordinated school events and appointments, maintaining accurate schedules, and ensuring effective communication.
• Processed student registrations and maintained accurate records, adhering to confidentiality, and data protection protocols.
• Assisted in maintaining office supplies inventory, ensuring timely restocking, and efficient resource management.
• Handle incoming phone calls and inquiries from parents, stakeholders, and other parties.
• Address and resolve queries and questions.
• Accept incoming goods and mail, distributing them to the appropriate individuals.
• Attend to ad hoc queries as directed by the office manager.
• Office Administrator duties include conducting general administrative tasks, including communication with staff and parents, scheduling appointments, and taking meeting minutes.
• Generate and distribute termly documents, e.g. termly calendar, staff lists, and pupil lists/registers.
• Input or update student information in the school SIMS database and generate reports.
• Collate and maintain pupil medical records, onsite medication, and care plans for children.
• Collate and manage sign-ups and attendance registers for clubs and activities throughout the term, including coordination with external club providers.
• Manage all school trips in collaboration with the Educational Visits Coordinator, including booking transportation, arranging ticketing, and overseeing itineraries.
• Perform termly administrative tasks such as preparing letters for parents' evening appointments, all correspondence with parents, school photographs, immunisations, and all school events.

• Processed registrations and added students who were late to the register.
• Performs administrative tasks, including filing, photocopying, and accurately entering student information into the internal system, Bromcom.
• Stepped in at short notice during teacher absences, minimising disruption to curriculum progression.
• Facilitates student engagement with assigned work, offering support as needed in literacy, numeracy, and organisational skills.
• Prepared indoor and outdoor spaces for recreational activities to support children's physical health and development.
  Delivered engaging presentations on course content to facilitate student understanding.
  Developed lesson plans in absence of permanent staff, ensuring continuity of education.
  Participated actively in school events and activities contributing to a pleasant school community.
  Utilised IT resources effectively, enhancing teaching quality and student engagement.
  Prepared classrooms ahead of lessons; created conducive learning environments.
  Supervised pupils outside the classrooms–during breaks or exams–maintaining a safe and disciplined environment.
  Promoted a positive educational atmosphere with clear communication and rapport building.
  Oversaw homework submission process; ensured timely marking and feedback delivery for students' improvement.
  Implemented school policies consistently to maintain order and respect amongst students.
  Communicated regularly with parents regarding their children's progress thus facilitating better home-school partnership.
  Assisted students in understanding subject material, promoting academic advancement.
  Facilitated study groups for enhanced comprehension of complex topics.
  Maintained up-to-date records of attendance for accurate monitoring purposes.
  Encouraged open class discussions, fostering critical thinking skills among students.
  Monitored student behaviour, establishing respectful and productive learning spaces.
  Managed supply resources efficiently; avoided wastage whilst ensuring availability as needed.
  Implemented emergency procedures when necessary, ensuring safety of all students in care.
  Collaborated with colleagues to share best practices, improving teaching techniques overall.
  Oversaw safety of children, promoting and safeguarding welfare in and outside the classroom.
  Invigilated tests and exams with excellent planning and procedural knowledge.
  Delivered well-structured one-on-one support sessions to students with learning difficulties to improve test scores.
• Collaborate with teachers and other relevant staff regarding assignments for the class.
• Provides feedback to the class teacher on student engagement with the assigned work, and any issues that may have arisen during the covered lessons.
• Fosters positive relationships with colleagues by delivering consistent and effective support and collaborating constructively to assist the school staff team.
• Aids in the development and upkeep of curriculum resources, and the creation of visual displays, to maintain a relevant physical learning environment.
• Supervised classroom activities, fostering a positive learning environment for students during the teacher's absence.
• Managed student behaviour through effective communication, conflict resolution strategies, and maintaining classroom order.
• Assisted in lesson preparation and classroom organisation, ensuring resources were readily available for educational activities.
• Collaborated with teaching staff to implement school policies and procedures, promoting adherence among students.
• Monitored student progress, providing feedback to teachers on individual performance, engagement levels, and overall development.
• Conducted administrative tasks such as attendance tracking, record-keeping, and supporting daily school operations.
• Facilitated small group activities, encouraging peer interaction and collaborative learning experiences among students.
• Developed positive relationships with students, promoting a supportive atmosphere conducive to academic and social development.
• Ensured student behaviour met academy policies, ascertaining students, classes, and year groups requiring additional support.
• Liaised with teaching staff to understand curriculum requirements and effectively deliver lesson content.
• Formed excellent working relationships with young people by providing ongoing support, guidance, and learning assistance.
• Promptly deal with student problems or emergencies according to school policies and procedures.
• Monitored year group attendance, enforcing necessary measures to ensure targets were met.
• Taught students aged 3 to 16 with engaging lesson delivery.

• Responsible for administrative tasks including filing, photocopying, and accurately entering student details into the internal system, Bromcom.
• Managed the reception area by maintaining a professional demeanour when greeting staff, students, and visitors, while also performing administrative duties as directed by the manager.
• Input details of Special Educational Needs (SEND) students into our internal database, Sims, and explored various methods to support each student effectively.
• Supported teachers in delivering tailored educational programmes for students with special educational needs.
• Assisted in managing classroom behaviour by implementing strategies to promote positive interactions among students.
• Collaborated with educational staff to develop Individual Education Plans (IEPs) that address specific learning objectives.
• Organised and maintained classroom resources, ensuring materials were readily available for instructional use.
• Facilitated communication between parents and educators to discuss student progress, and any concerns regarding development.
• Monitored student progress and provided feedback to teachers on individual performance, engagement in learning activities, and overall development.
• Participated in training sessions to enhance understanding of special educational needs, and effective support strategies.
• Administered basic first aid and responded to emergencies, prioritising student safety within the school environment.
• Handled incoming calls and emails, providing prompt responses or directing queries to the appropriate departments.
• Maintained comprehensive filing systems, both digital and paper-based, for easy retrieval of documents.
• Responded to incoming requests for information or forwarded them to the appropriate individual.
• Managed confidential information with discretion, upholding data protection standards.
• Supported office operations by taking on ad hoc clerical duties.
• Scanned new documentation into the system and classified data using standard code.
• Processed expense claims and invoices, ensuring accurate financial records, and timely payments.
• Proofread and corrected different types of documentation.
• Prepared and edited correspondence, reports, and presentations to support executive communication.
• Scheduled and prepared for board meetings, including preparing agendas, taking minutes, and distributing materials.
• Communicated ideas clearly across multiple channels to assist staff.
• Compiled and submitted reports detailing departmental performances and identifying areas for improvement.
• Processed large amounts of data and independently resolved discrepancies.
• Ensured that all student needs were documented and kept current in our internal system.

• Complete the students' register and manage the cover work prepared in the teacher's absence.
• Supervise students to ensure their engagement in class activities.
• Encourage student interaction.
• Assist students in developing greater independence in their learning.
• Build trust with students by interacting according to their individual needs.
• Assist students with tasks as required.
• Foster a safe, positive, and supportive classroom environment.
• Offer feedback to teachers regarding each student's progress.
• Supervised classroom activities, fostering a positive learning environment for students during the teacher's absence.
• Managed student behaviour through effective communication, conflict resolution strategies, and maintaining classroom order.
• Assisted in lesson preparation and classroom organisation, ensuring resources were readily available for educational activities.
• Collaborated with teaching staff to implement school policies and procedures, promoting adherence among students.
• Monitored student progress, providing feedback to teachers on individual performance, engagement levels, and overall development.
• Conducted administrative tasks such as attendance tracking, record-keeping, and supporting daily school operations.
• Facilitated small group activities, encouraging peer interaction and collaborative learning experiences among students.
• Developed positive relationships with students, promoting a supportive atmosphere conducive to academic and social development.
• Ensured student behaviour met academy policies, ascertaining students, classes, and year groups requiring additional support.
• Liaised with teaching staff to understand curriculum requirements and effectively deliver lesson content.
• Formed excellent working relationships with young people by providing ongoing support, guidance, and learning assistance.
• Promptly deal with student problems or emergencies according to school policies and procedures.
• Monitored year group attendance, enforcing necessary measures to ensure targets were met.
• Utilised the school's behaviour management strategies to address classroom disruptions promptly.
• Assisted in planning extracurricular activities for STEM subjects, including Virtual Reality workshops, museum visits, and coding clubs.

• Work closely with children aged 11 to 19 who have severe, or complex, special educational needs.
• Assisted teachers in delivering personalised learning plans for students with special educational needs.
• Supported individual students in developing social and communication skills through targeted interventions.
• Collaborated with educational professionals to create inclusive classroom environments for all learners.
• Monitored student progress and reported observations to inform adjustments in teaching strategies.
• Facilitated small group activities to enhance engagement and promote collaborative learning among peers.
• Prepared and organised educational materials and resources to aid effective instructional delivery.
• Maintained student safety inside and outside classrooms in line with school safeguarding policies.
• Provided one-to-one support to pupils requiring additional help, enhancing their learning outcomes.
• Established positive relationships with students, leading by example, and responding appropriately to classroom needs.
• Offered emotional support and guidance to pupils, fostering resilience, and well-being.

• Serve as a member of a fast-paced customer service in-bound call center, delivering front-line support to valued customers.
• Managed telephone betting operations, processing customer wagers accurately and efficiently.
• Promoting responsible gambling practices.
• Assisted customers with enquiries and provided information regarding betting options, promotions, and services.
• Maintained detailed records of customer transactions, ensuring compliance with regulatory requirements.
• Worked closely with team members to resolve any betting-related issues and enhance customer experience.
• Monitored live betting events, updating odds, and facilitating prompt customer transactions.
• Conducted regular audits of betting systems to identify discrepancies and improve operational accuracy.
• Trained new staff in telephone betting procedures, and customer service best practices.
• Collaborated with management to implement improvements in processes and enhance service delivery.
• Managed daily administrative tasks, including scheduling meetings and organising files, to support office efficiency.
• Managed client communications by answering phones and corresponding through email.
• Administered physical and digital filing systems, keeping records well-organised and easily retrievable for team members.
• Delivered high-quality customer service by addressing client enquiries, resolving issues, and maintaining satisfaction levels.
• Supported managers with proactive, efficient clerical support to maintain smooth running operations.
• Managed client correspondence, order tracking, and data communications.

• Responsible for ensuring that customer inquiries are addressed at the initial point of contact, unless specialised knowledge or further investigation is necessary. This is achieved by exercising judgement and making decisions within established procedures for each inquiry.
• Respond promptly to customer inquiries in person, via telephone, letter, and email, maintaining professionalism and efficiency while keeping the customer informed.
• Address challenging issues related to customer complaints with a calm demeanour.
• Resolve grievances and provide appropriate solutions.
• Ensure customer satisfaction and rebuild trust by being transparent, truthful, honest, and avoiding making promises that cannot be fulfilled.
• Complete and maintain up-to-date filing, administrative duties, and other responsibilities.
• Promote increased recycling and reduced landfill disposal among customers.
• Attend customer locations as necessary to discuss the advantages and disadvantages of recycling, and the potential social consequences of failing to recycle on our society.
• Balance each customer's account and ensure accurate billing is issued.
• Schedule visits to the MRF (Materials Recovery Facility), process orders, manage applications, and oversee the installation of new bins, until completion.
• Maintain current paper and digital files, along with administrative systems.
• Coordinated account management processes, fostering strong relationships with clients, and addressing their needs.
• Assisted in preparing client reports, ensuring accuracy and clarity for effective communication of account performance.
• Collaborated with cross-functional teams to streamline administrative tasks and enhance overall operational efficiency.
• Managed scheduling and logistics for client meetings, ensuring timely and effective communication of key information.
• Implemented feedback mechanisms to gather client insights, driving improvements in service delivery and satisfaction.
• Provided training and support for new staff on account management protocols, and administrative best practices.
• Analysed account data to identify trends, offering strategic recommendations to enhance client engagement, and retention.
• Managed daily administrative tasks, including scheduling meetings and organising files, to support office efficiency.
• Managed client communications by answering phones and corresponding through email.
• Administered physical and digital filing systems, keeping records well-organised and easily retrievable for team members.
• Delivered high-quality customer service by addressing client enquiries, resolving issues, and maintaining satisfaction levels.
• Supported managers with proactive, efficient clerical support to maintain smooth running operations.
• Collaborate with the team to achieve targets and meet deadlines.

• Calculate DB retirement benefits.
• Maintain accurate records of retirement plans.
• Create pension statements for members of the pension scheme.
• Prepare financial statements.
• Coordinated the setup of pension, and lump sum payments.
• Process benefit crystallisation events, calculations, and process GPS payroll.
• Resolved member inquiries regarding scheme benefits, retirement options, and account statuses efficiently.
• Collaborated with internal teams to ensure compliance with regulatory requirements, industry standards, and other relevant guidelines.
• Conducted regular reconciliations of pension records, identifying and correcting discrepancies as needed.
• Developed and maintained comprehensive documentation for pension processes and procedures to enhance clarity.
• Assisted in the preparation of reports and presentations for client meetings, showcasing scheme performance.
• Monitored changes in legislation affecting pensions, adapting policies and procedures to remain compliant.
• Processed new pension applications, accurately entering data into the system for effective record keeping.
• Maintained utmost confidentiality in handling and processing customers' personal details and data, preventing unauthorised disclosures.
• Communicated with customers regularly on account updates, benefits, and pension payments via email and phone.
• Administered members' benefits in line with scheme rules and appropriate legislation, including refunds of contributions, and deferred pensions.
• Conducted thorough reviews of pensioner payroll, verifying details for correct payment processing.
• Set up new pensions, including the payment of pension commencement lump sums, and other options.
• Implemented updates to pension records following changes in personal circumstances, guaranteeing current data.
• Calculated pension benefits for members, considering contributions, entitlements, and accurate disbursements.
• Responded clearly and helpfully to queries from members, referring complex enquiries to the supervisor.
• Analysed pension contribution discrepancies, reconciling accounts to maintain accurate records.
• Liaised with pension scheme members, providing detailed explanations of benefits, and answering queries.
• Interacted with customers to determine needs and find suitable solutions to individual problems.
• Kept up to date on the latest tax and pension laws, retaining thorough knowledge to help customers.
• Resolved complex member queries regarding pension calculations and entitlements through detailed analysis.
• Handled enquiries through telephone, mail, and email.

• Oversaw daily bakery operations, supervising staff to maintain productivity, and quality standards.
• Developed and implemented menu changes to enhance customer offerings, and drive sales growth.
• Trained and mentored new employees, fostering skills in baking techniques, and customer service.
• Maintained inventory levels, coordinating with suppliers to ensure timely delivery of ingredients, and supplies.
• Conducted regular quality checks on baked goods, ensuring compliance with health and safety regulations.
• Managed scheduling and staffing for peak times, optimising team performance, and service efficiency.
• Handled customer inquiries and complaints, providing solutions to enhance overall customer satisfaction.
• Collaborated with the marketing team to promote bakery products through social media, and local events.
• I locked the doors, closed the cash register, and inspected the surroundings before closing the bakery to ensure protection and align with security measures.
• Organised promos and offered special discounts to increase customer loyalty.
• Developed a budget to monitor costs and expenditure, practising economic measures.
• Collaborated with the culinary team to develop seasonal menus, keeping offerings fresh, appealing, and attractive to regulars.
• Held regular meetings with trade staff to delegate tasks, communicate market trends, sales KPIs, and priorities.
• Negotiated contracts with event planners for catering services, expanding business opportunities, and revenue.
• Monitored bakery hygiene practices, ensuring a clean and safe environment for both staff and customers.
• Tracked baking ingredients and supplies to replenish stocks and maintain an active inventory.
• Stored stock safely and securely to maintain the quality of goods.
• Conducted rigorous quality control checks on products to guarantee customer satisfaction and compliance with health regulations.
• Conducted training for staff to develop stellar quality baked goods, and proper handling of food.
• Merchandised displays to showcase new and popular items.
• Hit sales targets by seeking opportunities for operational expansion and new customer acquisition.
• Hired and trained staff for optimum performance against sales, marketing, and objectives.
• Recruited motivated, personable staff to deliver outstanding customer care.
• Labelled goods clearly and accurately in line with Trading Standards laws.