Susan Laura Croucher
Bletchley
Summary
Customer-focused professional with strong expertise in hospitality and front-of-house operations. Demonstrates exceptional organisational and time management skills to enhance operational efficiency while maintaining confidentiality. Resilient and adaptable in fast-paced settings, leveraging IT skills to provide person-centred support that boosts client satisfaction.
Overview
41
41
years of professional experience
Work history
Referrals Officer
FCA Thames Valley
Milton Keynes, Buckinghamshire
06.2025 - 07.2026
- Coordinated matching between children and foster families with confidential records handled carefully.
- Managed attendance at foster family events to keep ongoing relationships active.
- Provided weekly updates on foster parent availability to support placements.
- Attended matching meetings with social workers to confirm suitability.
- Wrote up minutes after meetings for accurate action tracking.
Rental administrator
LIEBHERR Rental
Biggleswade, Central Bedfordshire
05.2024 - 04.2025
- Raised new rental contracts for large plant machines, consistently and accurately.
- Organised transport quotes for large plant machinery to sites and collections.
- Provided administrative support for rental department daily operations and document handling.
Front-of-House / Restaurant Assistant
The Stag
Stotfold, Herts
03.2023 - 04.2025
- Managed food service orders and processed payments for timely service delivery.
- Operated a till during busy bar shifts for efficient cash transactions.
- Used a till during busy bar shifts for accurate cash handling.
- Cleared tables and maintained a welcoming dining atmosphere for guests.
- Organised the chiller by securely storing bottles and preparing stock.
- Provided financial support for mortgage payments during a stagnant estate market.
- Assisted chefs to streamline cooking and keep service moving smoothly.
- Helped host restaurant events and supported successful functions.
- Set tables correctly to improve restaurant presentation standards.
- Handled special customer requests to deliver personalised dining experiences.
- Took food orders to support accurate, timely service.
- Provided table service that maintained guest comfort throughout meals.
- Kept the dining area clean and organised through regular cleaning duties.
Sales negotiator and rentals
Isabelle Estates
Letchworth Garden City, Hertfordshire
05.2020 - 02.2024
- Managed sales progression through exchange and completion for each transaction.
- Coordinated property viewings and managed daily appointment schedules to optimise customer engagement.
- Handled calls and emails, providing assistance to walk-in customers to enhance service experience.
Service advisor
Norton Way Peugeot
Letchworth Garden City, Hertfordshire
09.2019 - 02.2020
- Upsold care plan products and service packages for vehicle coverage needs.
- Updated customers regularly on vehicle status for clear transparency.
- Greeted customers and coordinated service arrangements for clear options.
- Prepared detailed invoices showing completed services and parts used.
- Built rapport with customers to support long-term relationships.
- Handled administrative tasks to keep service delivery running smoothly.
- Coordinated with technicians to maintain service quality standards.
Customer services advisor complaints dept
Kwik-Fit
Letchworth Garden City, Hertfordshire
06.2018 - 09.2019
- Resolved customer issues through effective communication during calls., providing effective resolution within call-centre complaints department.
- Recorded complaint details accurately and routed cases to relevant teams for timely follow-up.
- Recorded postal and phone complaints to maintain accurate tracking records. to ensure accurate tracking across all business areas.
Print Admin
Character Press Ltd
Letchworth, Herts
01.1996 - 06.2018
- Administered incoming orders and coordinated delivery schedules to ensure timely job completion.
- Ordered print consumables to keep production running smoothly.
- Organised shipment of parcels and pallets across the nationwide network.
- Covered all business areas, working across production, sales, and administration.
- Co-founded printing and graphics firm in Letchworth, overseeing daily operations.
- Maintained bookkeeping for purchase invoices, purchase ledger, and sales invoices.
- Pursued outstanding invoices to enhance cash flow and facilitate account resolution.
- Processed basic PAYE and wages for staff every pay period.
- Handled reception duties and supported visitor arrivals and calls.
- Cleaned factory floor regularly to ensure a safe working environment. to keep work areas safe.
- Maintained company van through routine checks and ongoing upkeep.
Electronics Buyer
Automated Library Systems
Welwyn Garden City, Hertfordshire
01.1988 - 06.1995
- Sourced electronics components for library computer builds in Welwyn Garden City, ensuring quality and compatibility.
- Coordinated component deliveries and assisted store teams with incoming shipments to streamline inventory management.
- Assigned parts to job numbers and stocked necessary items for builds, facilitating efficient assembly processes.
- Handled internal purchasing for print and stationery across departments.
- Dispatched parcels and pallet shipments nationwide and internationally.
- Arranged refreshments and hosted visiting customers during business visits.
- Reserved hotels for visiting customers to ensure comfortable accommodations. and organised stays for visiting customers.
- Maintained company car fleet including MOT tax, servicing, and scheduling.
- Gathered timesheets from employees to ensure accurate payroll processing., authorised pay inputs, and passed payroll details through.
Dental Nurse
Sheldon Collins Dental Surgery
Bancroft Hitchin, Herts
07.1985 - 12.1987
- Assisted dentist in various procedures, ensuring smooth operations and patient comfort.
- Supported dental procedures in a busy Hitchin surgery, enhancing patient care and clinic efficiency.
- Managed reception tasks, addressing patient queries and facilitating a welcoming environment.
- Distributed patient recall cards to ensure follow-up appointments.
- Cleaning and re-ordering of items for the running of the surgery.
Education
O-Levels & CSEs - English, Maths, RE, Food & Nutrition, Biology, History
St Thomas More RC Upper School
BedfordSkills
- Foster care coordination
- Client relationship management
- Client relations
- Person-centred support
- Safeguarding awareness
- Organisational skills
- IT literacy
- Resilience skills
- Positive and calm approach
INTERESTS
Running with Redway Runners, Teaching myself crochet, Creative and community-based activities
VOLUNTEERING
- Children in Foster Care Reconstruct, Independent Visitor (IV), 2026-01-26, Present, Monthly visits providing consistent support, positive experiences and trusted adult contact for children in foster placements.
- Local Residents’ Association Water Eaton Road Assoc., Secretary, Minute-taking, communication with residents, coordinating meetings and supporting neighbourhood engagement.
ADDITIONAL INFORMATION
- Clean UK Driving Licence (since July 1985)
- Willing to learn new skills
- Enjoy working with people and being part of a team
- References available upon request
Affiliations
- I am teaching myself to crochet and have started to do some cold water swimming. I love "cold plunge with a hot sauna. Reading and have joined a running club.
Accomplishments
In my current position we have a monthly award sections, and I have been nominated a few times by my colleagues.
Timeline
Referrals Officer
FCA Thames Valley
06.2025 - 07.2026
Rental administrator
LIEBHERR Rental
05.2024 - 04.2025
Front-of-House / Restaurant Assistant
The Stag
03.2023 - 04.2025
Sales negotiator and rentals
Isabelle Estates
05.2020 - 02.2024
Service advisor
Norton Way Peugeot
09.2019 - 02.2020
Customer services advisor complaints dept
Kwik-Fit
06.2018 - 09.2019
Print Admin
Character Press Ltd
01.1996 - 06.2018
Electronics Buyer
Automated Library Systems
01.1988 - 06.1995
Dental Nurse
Sheldon Collins Dental Surgery
07.1985 - 12.1987
O-Levels & CSEs - English, Maths, RE, Food & Nutrition, Biology, History
St Thomas More RC Upper School