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Senior
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0
jobs
Natalie Hamer
,
Experience
Other titles
Skills
I'm offering
Markets
United Kingdom
Language
English
Fluently
Ready for
My experience
2019 - ?
job
NEIL DOUGLAS BLOCK MANAGEMENT Service Charge & Property Transfer Accounts Administrator
unknown.
Liaising with a team of Property Managers to aid clients to effectively manage the service charge for
each development.
● Invoicing leaseholders (property owners) for their contribution to shared costs and sending reminders to late payers.
● Paying supplier invoices on behalf of the clients and reconciling client bank accounts.
● Collating financial information and creating reports of budget vs expenditure for clients, external
accountants and solicitors.
● Attending client meetings with company directors and residents to take minutes and answer any
finance related queries.
● Designing and implementing new processes and a training program to aid the transformation period of implementing new software.
each development.
● Invoicing leaseholders (property owners) for their contribution to shared costs and sending reminders to late payers.
● Paying supplier invoices on behalf of the clients and reconciling client bank accounts.
● Collating financial information and creating reports of budget vs expenditure for clients, external
accountants and solicitors.
● Attending client meetings with company directors and residents to take minutes and answer any
finance related queries.
● Designing and implementing new processes and a training program to aid the transformation period of implementing new software.
Budget, Training, Management, Finance, Service, Transformation, Development, Software, Administrator, Processes
2018 - 2019
job
(Senior Advisor) - Borehamwood
JUST EAT PLC Premier Brands.
Project Coordination on value add projects such as, process mapping, creation and set up of new
processes, root cause analysis into process breakage points, identifying and implementing continuous
improvements.
● Responsible for the quality and progression of several teams in the UK, including multiskilled agents,
third party delivery services and Restaurant Partners across multiple channels.
● Coaching and performance development of the teams to deliver against KPI's and SLA's, placing
particular emphasis on quality and customer satisfaction.
● Liaising and managing relationships with internal and external clients, senior management and key
stakeholders across the business.
● Creation and delivery of training materials, continuous process change communication and cascades.
● Investigating and resolving complaints escalated to the CEO & GM whilst identifying key areas of process and training development.
processes, root cause analysis into process breakage points, identifying and implementing continuous
improvements.
● Responsible for the quality and progression of several teams in the UK, including multiskilled agents,
third party delivery services and Restaurant Partners across multiple channels.
● Coaching and performance development of the teams to deliver against KPI's and SLA's, placing
particular emphasis on quality and customer satisfaction.
● Liaising and managing relationships with internal and external clients, senior management and key
stakeholders across the business.
● Creation and delivery of training materials, continuous process change communication and cascades.
● Investigating and resolving complaints escalated to the CEO & GM whilst identifying key areas of process and training development.
Coaching, Training, Management, Process Mapping, KPI, Development, Ceo, Processes, UP
2017 - 2018
job
JUST EAT PLC Quality & Training Specialist
unknown.
Managed the creation, launch and expansion of a comprehensive help guide, training staff across
multiple sites in UK and abroad.
● Project Coordination on value add projects such as, process mapping, creation and set up of new
processes and resource, root cause analysis into process breakage points, identifying and implementing
continuous improvements.
● Responsible for the quality and progression of several teams both in the UK and abroad, including
multiskilled Premier Service agents who offer a premium service to customers, third party delivery services
and Restaurant Partners across multiple channels.
● Coaching and performance management of the teams to deliver against KPI's and SLA's, placing
particular emphasis on quality and customer satisfaction.
● Management of absence and behaviours through HR processes, e.g. Disciplinaries and Grievance
Hearings
● Liaising and managing relationships with internal and external clients, senior management and key
stakeholders across the business.
● Creation and delivery of training materials, continuous process change communication and cascades.
● Investigating and identifying key areas of process and training
development.
● Auditing external points of contact to identify training, knowledge and development
gaps.
multiple sites in UK and abroad.
● Project Coordination on value add projects such as, process mapping, creation and set up of new
processes and resource, root cause analysis into process breakage points, identifying and implementing
continuous improvements.
● Responsible for the quality and progression of several teams both in the UK and abroad, including
multiskilled Premier Service agents who offer a premium service to customers, third party delivery services
and Restaurant Partners across multiple channels.
● Coaching and performance management of the teams to deliver against KPI's and SLA's, placing
particular emphasis on quality and customer satisfaction.
● Management of absence and behaviours through HR processes, e.g. Disciplinaries and Grievance
Hearings
● Liaising and managing relationships with internal and external clients, senior management and key
stakeholders across the business.
● Creation and delivery of training materials, continuous process change communication and cascades.
● Investigating and identifying key areas of process and training
development.
● Auditing external points of contact to identify training, knowledge and development
gaps.
Coaching, Training, Performance Management, Management, Service, PLC, Process Mapping, KPI, Development, Guide, Processes, UP
2017 - 2017
job
Team Leader
JUST EAT PLC Customer Operations Advisor (Team Leader).
Responsible for the training & development of a team of 10 multiskilled agents handling inbound
and outbound customer support contact via phone.
● Responsibilities include, coaching, training, creating a comprehensive help guide and development of the team.
● Performance management to delivered against personal and business OKR's, KPI's and SLA's
● Worked on value add projects such as on-boarding new starters, coaching them through induction
assessments towards completion of probation periods.
● Escalated complaint management and resolution.
and outbound customer support contact via phone.
● Responsibilities include, coaching, training, creating a comprehensive help guide and development of the team.
● Performance management to delivered against personal and business OKR's, KPI's and SLA's
● Worked on value add projects such as on-boarding new starters, coaching them through induction
assessments towards completion of probation periods.
● Escalated complaint management and resolution.
Coaching, Training, Performance Management, Management, Support, KPI, Development, Guide
2015 - 2017
job
JUST EAT PLC Creations Administrator (Maternity Cover)
unknown.
Responsibilities as a Sales Administrator included managing communications via phone, email and post
to clients, Sales Representatives and other departments.
● Assisting clients and Sales Representatives with queries and complaints.
● Working closely with the Compliance Department to resolve
disputes.
● Assisting clients with outstanding documents.
● Processing changes to accounts and setting up new accounts using Sales
Force.
● Creating and presenting training material to be presented to the Sales Team and the Customer Care
Centre.
● Invoicing clients and liaising with the Finance Department.
to clients, Sales Representatives and other departments.
● Assisting clients and Sales Representatives with queries and complaints.
● Working closely with the Compliance Department to resolve
disputes.
● Assisting clients with outstanding documents.
● Processing changes to accounts and setting up new accounts using Sales
Force.
● Creating and presenting training material to be presented to the Sales Team and the Customer Care
Centre.
● Invoicing clients and liaising with the Finance Department.
Training, Finance, Sales, Compliance, PLC, Presenting, Administrator, Processing, UP
2015 - 2015
job
Data entry
unknown.
● Account management.
● Resolving any complaints or queries.
● Working closely with the Compliance Department to resolve
disputes.
● Coaching and mentoring other staff to help them to improve their call handling and quality.
● Resolving escalated complaints.
● Resolving any complaints or queries.
● Working closely with the Compliance Department to resolve
disputes.
● Coaching and mentoring other staff to help them to improve their call handling and quality.
● Resolving escalated complaints.
Coaching, Account management, Mentoring, Management, Compliance
My education
2009
-
2010
STAFFORDSHIRE UNIVERSITY Further Education Stoke On Trent
Bachelors, 3D Design (Minor in Ceramics)
Bachelors, 3D Design (Minor in Ceramics)
2004
-
2008
WEST HERTS COLLEGE Further Education Watford
Hndhncorequivalent, 3D Design
Hndhncorequivalent, 3D Design
1999
-
2004
n/a
Secondary, Maths & English
Secondary, Maths & English
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