Zoe Burrow
South Elmsall
Summary
Accomplished compliance and operations professional skilled in data analysis, risk identification, and reporting using IBS. Strong knowledge of gas and electrical safety regulations with experience supporting legal case development. Proven ability to manage large programmes, monitor KPIs, lead teams through change, and engage stakeholders effectively. Brings strong interpersonal, leadership, and problem‑solving skills, with a focus on communication, organisation, and team motivation that are ideal strengths within the Business Planning Officer role.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Support Team Supervisor – Mechanical & Electrical
Vico Homes
Castleford, West Yorkshire
2023.02 - 2026.03
- Lead day-to-day operations of M&E Team, overseeing electrical testing, gas servicing, gas installations, new builds, boiler change programmes and other cyclical workstreams.
- Act as central point of contact for internal and external stakeholders, resolving queries, providing updates and ensuring compliance expectations are met.
- Manage high-volume workloads, prioritise tasks, and delegate effectively during periods of increased pressure or staffing gaps.
- Provide training, support and guidance to team members on systems, procedures and compliance frameworks.
- Analyse operational reports to ensure legal, safety and organisational requirements are met across programmes.
- Communicate confidently with tenants, often managing sensitive or challenging conversations professionally and calmly.
- Assist senior management with updates, reports, and performance information to support decision-making.
- Developed new strategies to increase overall team performance levels and foster positive working environment for improved team morale.
- Ensured timely project completion by closely monitoring progress and deadlines.
- Upheld company policies whilst addressing any issues or concerns within team promptly and professionally.
- Established clear objectives, leading to greater focus and direction for entire team.
- Coordinated with other departments for smooth workflow and efficient operations.
- Conducted regular appraisals, motivating colleagues towards achieving their personal goals as well as company targets and improve efficiencies with regular performance reviews and feedback sessions.
- Prioritised and assigned tasks for strategic and optimised distribution of workloads.
Electrical Access Officer
Vico (WDH)
Castleford, West Yorkshire
2018.11 - 2023.02
- Managed access for electrical testing and gas servicing programmes, ensuring compliance with legal frameworks and regulatory requirements.
- Worked across multiple IT systems to gather, verify and interpret sensitive information, ensuring accuracy in legal case preparation.
- Prepared reports, updates and presentations for Corporate Management Board and Technical Services meetings.
- Identified data errors, escalated issues and worked with teams to correct and realign programmes.
- Co-ordinate joint visits with Gas Access Officer to support high-risk or complex cases.
- Delivered clear communication to tenants and colleagues, ensuring understanding of safety requirements and regulatory obligations.
- Coordinated inspections, arranged EICRs, and responded quickly to new jobs logged on the system.
- Collaborated with colleagues for effective teamwork.
- Facilitated smooth communications between departments for better coordination.
- Increased operational efficiency by streamlining administrative processes.
- Liaised closely with external agencies such as social services and housing departments, providing comprehensive support for individuals in need.
Executive Team – Executive Officer (Secondment)
Vico (WDH)
Castleford, West Yorkshire
2021.02 - 2022.02
- Supported Executive Director of Technical Services including minute-taking in corporate meetings and project boards.
- Interpreted complex information and produced clear, accessible documentation for stakeholders at all levels.
- Assisted with risk management, governance reporting, policy work and organisational compliance.
- Developed strong understanding of strategic planning and assurance processes.
Assistant Retail Manager
Billabong
Castleford, West Yorkshire
2015.01 - 2018.01
- Managed daily store operations including staffing, performance, and compliance.
- Recruited, trained and developed new employees, improving capability and confidence across the team.
- Analysed commercial data to improve sales performance and store efficiency.
- Ensured all health & safety, fire and audit checks were completed and compliant with regulations.
- Communicated with head office, senior managers and suppliers to deliver operational objectives.
- Improved customer satisfaction by assisting with enquiries, handling complaints and providing product information.
- Encouraged upselling techniques amongst staff members, enhanced revenue generation.
- Supported Manager to ensure smooth daily operations in a busy retail environment.
- Gained significant product knowledge through consistent learning, provided excellent customer advice and support.
- Handled administrative tasks including scheduling shifts; streamlined day-to-day operations.
- Implemented merchandising standards to enhance shop floor presentation.
- Monitored employee performance on sales floor, identified areas of improvement.
Education
BA (Hons) - Contemporary Fine Art
Sheffield Hallam University
Sheffield 2005.09 - 2008.06
BTEC Foundation - Art & Design
Wakefield College
Wakefield2 A-Levels - Art And Photography
Wakefield College
Wakefield6 GCSEs - GCSE
Minsthorpe Community College
Pontefract, WakefieldSkills
- Data & Analytical Skills- Analysing IBS and Excel to highlight risks, trends to senior managers
- Quality-assuring data accuracy and completeness
- Interpreting complex compliance requirements and converting into clear action
- Compliance & Regulatory Knowledge
- Strong awareness of Gas Safety Regulations, Electrical Safety Regulations and asset compliance frameworks
- Experience developing legal cases for court where access or compliance is restricted
- Applying legislation, policies and procedures to ensure regulatory standards are met
- Operational & Programme Management-Overseeing large-scale cyclical work programmes by monitoring KPIs, performance targets and resource allocation
- Resolving issues quickly by analysing root causes and implementing improvements
- Coordinating work between multiple internal and external stakeholders
- Leadership & Team Development- Supervising Mechanical & Electrical support colleagues through training colleagues on systems, procedures and compliance expectations
- Leading teams under pressure and during periods of structural change
- Acting as key point of contact across departments
- Communication & Stakeholder Engagement-Liaising with internal teams, contractors, tenants and senior management
- Managing difficult conversations with tenants around safety, access and legal requirements
- Presenting information clearly in meetings across all levels
- Producing professional reports, and presentations
- Systems & IT: IBS, SharePoint, CRM systems, sales force
- Strong general Microsoft Office skills,data manipulation, reporting
- Navigating multiple systems to gather, verify and analyse information
Certification
- ILM Level 3 Award in Leadership and Management Skills – Passed
- ILM Level 2 Award in Leadership and Management Skills – Passed
- Level 2 VRQ Award – Asset and Building Compliance Awareness – Passed
- Level 2 VRQ – Electrical Safety Awareness – Passed
- Level 2 VRQ – Gas Safety Awareness – Passed
- Level 1 VRQ – Gas & Electrical Safety Essentials – Passed
Accomplishments
- Successfully brought the electrical testing programme back on track despite inherited data errors and high operational pressure.
- Helped ensure Vico Homes remained gas compliant during the COVID-19 pandemic through rapid adaptation and tenant-focused communication.
- Supported both the Electrical and Sundry teams simultaneously while a new supervisor was recruited, ensuring business continuity.
- Delivered minutes and documentation at Executive level, distilling complex technical information into clear formats.
- Helped colleagues build confidence and capability through tailored training and ongoing support.
ADDITIONAL INFORMATION
- Full UK driving licence
- Strong understanding of regulatory requirements in social housing
- Known for professionalism, calmness under pressure and positive problem-solving
- Committed to continuous learning and professional development
Timeline
Support Team Supervisor – Mechanical & Electrical
Vico Homes
2023.02 - 2026.03
Executive Team – Executive Officer (Secondment)
Vico (WDH)
2021.02 - 2022.02
Electrical Access Officer
Vico (WDH)
2018.11 - 2023.02
Assistant Retail Manager
Billabong
2015.01 - 2018.01
BA (Hons) - Contemporary Fine Art
Sheffield Hallam University
2005.09 - 2008.06
BTEC Foundation - Art & Design
Wakefield College
2 A-Levels - Art And Photography
Wakefield College
6 GCSEs - GCSE
Minsthorpe Community College