Clare Barnett

Experience

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  Driver and Vehicle Licensing Agency (DVLA)

  Sept 1999 - Nov 2013

  Customer Service Manager

  • Deputising to Office manager, including two periods covering the role in a substantive capacity from December-July 2010 and January - May 2013.• Managing the public counter, drawing up of rota’s and monitoring the Queue Management System to ensure a high standard of customer service is being provided at all times for over 38,000 customers a year with satisfaction levels of 99.4%.• Proactively monitoring back office workflow ensuring all service level agreements and Secretary of State targets are met for 78 unique services.• Supporting staff in ensuring correct practises and laid down procedures are followed. Deal with any customer complaints and comments received either in person or via correspondence, drafting replies employing a user friendly style.• Act as secure stock holder for up to £7million worth of secure items ensuring all stock is secured and accounted for in line with audit procedures. Oversight of accounting for £7.3million per annum; enabling cashiers to balance remittances at the end of the working day, resolving any discrepancies to ensure all financial matters are authorised and accounted for.• Maintaining effective and timely communication with internal and external customers.• Managing the welfare of staff via monthly face to face meetings, daily morning briefs; monthly one to ones; midyear and annual appraisals • Checking and signing off accounts and releasing data to a Central Accounting Unit.• Updating restricted records and maintaining accuracy.• Conducting recruitment interviews and board sifts Show less

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  Humber Print & Packaging Ltd

  Mar 2014 - Apr 2017

  Manager

  • Managing and overseeing the full production process in the manufacturing of self- adhesive labels from initial orders to quality control and management checks.• Monitoring KPI’s and efficiency, measuring against objectives and feeding back to staff on all levels.• Setting up and establishing processes within administration and production to ensure KPI’s and targets are achieved, or exceeded.• Review of procedures.• Maintenance and updating Quality Controlled Documents for ISO 9001. Overseeing ISO 9001 audit and re-writing the Quality Manual to keep in line with the updated processes.• Management checks, at all levels, including orders received and completed print jobs.• Managing a team of up to 9 staff, including administration staff and printers, in both the offices and on the factory floor.• Planning the daily production of jobs, ensuring costs are kept to a minimum and set up costs are reduced where possible.• Updating and maintaining a Production Planner and overseeing the administration to ensure jobs are completed in line with SLA’s.• Ensuring staff are commercially aware so that effective decisions can be made to meet SLA’s. • Final decision maker at Quality Control stage.• HR duties for all staff, including induction process, objective setting and appraisals.• Problem solving and troubleshooting with staff on a daily basis to ensure that ‘downtime’ is kept to a minimum, whilst enhancing productivity and keeping costs down.• Stock ordering, stock maintenance and monthly stock audits.• Writing and conducting daily production and administration meetings.• Advocator of change within the organisation.• Dealing with non conformances raised by clients, by making investigations, writing up reports and resolving any issues in the most cost effective way to the company.• Dealing with internal and supplier non conformances as above. Show less

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  Commercial Systems International Limited

  May 2017 - now

  Quality System Manager