Victoria Mann
Redcar
Summary
Resourceful professional with expertise in administrative and technical functions, including Microsoft Outlook, Excel, Word, SAP, WM, and JPA. Strong knowledge of the energy and communications industry, with experience in regulatory compliance. Skilled in coaching and mentoring, fostering collaboration, and promoting best practices, while ensuring effective communication across all levels.
Overview
20
20
years of professional experience
Work history
Administration Officer
RFCA
Middlesbrough, Cleveland
2025.07 - Current
- Coordinated background checks, onboarding, and exit processes, supporting seamless transitions for team members.
- Ensured accuracy of MOD data with meticulous record keeping
- Managed confidential documents, ensuring security and compliance with data protection protocols.
- Responded to incoming requests for information, inquiries, and complaints, providing timely and accurate responses.
- Prepared detailed reports using Microsoft Office tools, aiding strategic planning efforts & compliance.
- Produced detailed reports using Westminster & JPA
- Made travel arrangements for CFAVs and Cadets.
- Remained the go to person for support when experiencing technical & system issues.
Compliance Specialist
Magnetic North Ltd
2022.07 - 2023.11
- Briefing, educating and enforcing compliance and governance processes to ensure organization and industry policies, procedures, standards and regulations are followed and adhered to by all colleagues.
- Scoped and defined back office and compliance processes to ensure contract legitimacy.
- Recorded, monitored and audited all procurement and sales activity to ensure contracts went live and complied with organisational and industry standards.
- Ensured completeness and accuracy of sales packs using CRM, industry portals and information services (ECOES & Xoserve) to cross-reference and mitigate risk.
- Proactively tracking and recording the status of customer journeys, liaising with any necessary internal and external stakeholders to overcome any problems which may arise.
- Interacting daily with suppliers, maintaining strong working relationships, ensuring any updates are communicated to the wider team and updated within the CRM.
- Compiled key performance metrics and KPIs, generating weekly and ad-hoc reports to provide insights.
- Collaborated with internal and external stakeholders to identify and develop process improvement projects, managing implementation of lean techniques.
Onsite Controller
Everything Everywhere (EE)
2016.12 - 2019.05
- Had a leading role within a high-profile multiple million pound project, successfully implemented a multi-phase rollout of new products across the business.
- Collaborated with IS Service Management & Strategy at client's corporate headquarters, managing relationships and administering technical and service support for EE.
- Oversaw customer's asset register for all devices using local ERP system, collaborating with stakeholders to implement necessary system changes in SAP.
- Provided first line on-site support by assisting in new product setup & troubleshooting issues to all levels from end user to VIP.
- Maintained internal client sales catalogue, showcasing latest products and providing technology solutions to real-world customer issues while advising on available technology in a fast-moving market.
Technical Support Specialist
British Gas Business – Spinneyside / Leicester
Spinneyside / Leicester
2011.08 - 2016.11
- Acted as an escalation point for issues and complaints from customers which junior customer service advisors are unable to find solutions for.
- Managed high-value queries and disputes, coordinating with internal stakeholders to gather data and drive resolution.
- Supported internal manager escalations by sharing system knowledge to enable resolution of issues and enhancing managers' understanding of query handling.
- Within the Customer Relations team (High Level Complaints). This role involved coaching and up skilling complaint handlers, resolving their complex queries for example; industry, quality, compliance & technical areas.
- Implemented and managed training SOPs across core departments within the customer service team, driving better working practices, increasing FTR and helping accelerate the training of new starters to aid efficiency.
- Liaised with external stakeholders, including National Grid and Xoserve, to facilitate communication and collaboration.
- Assisted in the setup of a new internal query management system, centralising information to improve customer service, and provided UAT data for successful launch.
Customer Relations Advisor
British Gas Business - Spinneyside
Spinneyside
2010.06 - 2011.08
- Oversaw complaint resolution process, enhancing NPS and ensuring compliance.
- Enhanced company reputation with excellent conflict resolution skills.
- Offered personalised service recommendations based on understanding of client needs.
- Liaised between customers and management for seamless communication channels.
Multi-Site Account Manager
British Gas Business - Spinneyside
Spinneyside
2008.08 - 2010.06
Contact Centre Agent / Query Support
British Gas Business - Teesside
Teesside
2006.09 - 2008.08
Education
BCS -
Barnsley College
BarnsleyITIL Foundation Certificate in IT - undefined
Secretarial Diploma - undefined
GCSE’s - Computer Studies, Maths, English, Geography, Physics, Music
Friends School
Great AytonSkills
- Office administration
- Confident with Microsoft Outlook, Excel, Word, SAP, WM & JPA
- Energy industry expertise
- Coaching and mentoring
- Data entry
- Personal Skills
- Effective communicator
- Emotional intelligence
- Collaboration and knowledge sharing
Accomplishments
- Implemented Query Management Process
- Worked as part of a high-profile team to engage with stake holders at all levels to implement a QMP for all customer facing roles across the business, resulting in accurate reporting, correct allocations of workflow and expediting resolutions.
- Post Migration Problem Solving
- After new system implementation, I recognised a trend within the data flows, after investigation I identified this as a serious business risk. I reported, escalated and drove SAP IS teams for resolution, steered the business on awareness and identification of this issue and the resulting impact to the customers.
Affiliations
- Camping with the family
- Days out with the family
References
References available upon request.
Timeline
Administration Officer
RFCA
2025.07 - Current
Compliance Specialist
Magnetic North Ltd
2022.07 - 2023.11
Onsite Controller
Everything Everywhere (EE)
2016.12 - 2019.05
Technical Support Specialist
British Gas Business – Spinneyside / Leicester
2011.08 - 2016.11
Customer Relations Advisor
British Gas Business - Spinneyside
2010.06 - 2011.08
Multi-Site Account Manager
British Gas Business - Spinneyside
2008.08 - 2010.06
Contact Centre Agent / Query Support
British Gas Business - Teesside
2006.09 - 2008.08
GCSE’s - Computer Studies, Maths, English, Geography, Physics, Music
Friends School
Secretarial Diploma - undefined
ITIL Foundation Certificate in IT - undefined
BCS -
Barnsley College