Marlene Hardy

Experience

• 

  NatWest

  Sept 1978 - Nov 1998

  Retail Division

  • Regional Sales and Service Consultant looking after 25 branches within the London North West area. Coaching management teams and staff, providing techniques on how to communicate and deal with customers. Identified customer’s needs generally or financially to deliver Retail Banking products and services, achieving branch and regional targets.• Manager, NatWest, Managing a team of 22. Leading a team that delivered outstanding service to customers, dealing with enquiries quickly and efficiently. Ensured the team strengthened relationships with the customer and achieved personal sales and sales leads targets across a range of activities through consistent adherence to Group standard service and sales processes.• Assistant Manager, Nat West to Senior Branch Manager. Worked in a team of 40 colleagues directly supporting customers with processing their business personal and mortgage applications together with daily transactions. Show less

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  RBS

  Nov 1998 - Jun 2011

  • Provide an effective support to Customers/Internal and External Business partners to deliver continuous improvements within budget• Liaise with FSC (Property Services Helpdesk) to review business critical client’s request to ensure that the proposedsolution provides ‘valve for money’ for RBS portfolio throughout Great Britain working to agreed service level agreements • Provide financial information to Contract Management and Operations Management Teams• Review/create/distribute Property Services Operational Guidance Notes process that provides governance to Property Services teams throughout Great Britain, Offshore &Ireland to meet business objectives.• Develop/create and implement Referral team roles& responsibilities. • Handling customer/internal and external partner’s complaints as laid out in the DiversityPolicy govern by the FSA Show less • Responsible for the building management of 53 properties across North West London, Hertfordshire & Bedfordshire.• Deputised for Customer Operation Manager for 156 buildings in the London North West and East Anglian areas. • Provide an effective service delivery by analysing service trends ensuring there are achieved in accordance with the customer’s service level agreement in both areas. • Responsible for providing building services management via Fabric, Mechanical & Electrical and Move management suppliers. Implementation of Health & Safety and Fire procedures, along with soft services suppliers’ i.e. cleaning, security, catering and vending. • Regional focal point for Front of House suppliers, Cleaning, Security and M & E contractors by facilitating meetings on behalf of the area team.• Providing action plans and feedback of Key Performance Indicators (KPI), linking into RBS Contract Management Team Show less

  • Facilities Manager

    Mar 2009 - Jun 2011

  • Customer Service Manager/Facilities Manager

    Nov 1998 - Mar 2009
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  Pinnacle Pet Group

  Oct 2011 - Jan 2012

  Facilities Coordinator

  •Management of Corporate Services department Health & Safety Risk Managemen•Management of Cleaning suppliers’ monthly review•Allocate and resolve issues Corporate Services jobs on Sunrise and arrange call outs for Soft Services engineers)•Supervise Front of House team •Management of Health, Safety & Fire training •Communicating and liaising with customers, suppliers and staff.•Implementation of ad hoc duties when required by manager

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  The Unite Group PLC

  Jun 2012 - Sept 2012

  Customer Service Advisor, London Olympics

  • Provide customer administrative support across multiple sites.• Deliver ‘front of house’ services at the property, ensuring that reception, office and communal areas are presented to the required standard across multiple sites.• Process enquiries, viewings, customer check-ins/outs and other customer processes/data in a timely and accurate• Responsibility for ordering the purchase of consumables• Deal with deliveries, receipt and return of goods and subsequent payment of invoices• Assist The Manager with various projects; attend meetings • Assist with the marketing displays and materials.• Maintain customer data base, customer files and office systems.• Undertake scheduled flat inspections, property, communal area routine inspections and recording of same.• Complete all resultant actions in a timely manner to include customer charges, liaison with maintenance and cleaning support functions.• Provide effective monitoring and management of customers including arrears and the collection of outstanding monies, behaviour and disciplinary issues, maintenance and damage.• Provide a decisive and effective response to customer complaints and arbitrate minor customer disputes to effective resolution.• Communicate effectively with our customers face to face, via telephone or in writing, to include being able to understand customer’s needs, e.g. re-booking, features and benefits of the product• Liaise with support functions to ensure statutory compliance is achieved through maintenance of effective monitoring and recording of Safe Building and Health and Safety documentation.• Deliver and contribute to the delivery of the key performance indicators within the City and business operations to include Safe Buildings Compliance, Sales, Net Operating Income, Customer and Employee Satisfaction, viewings log, credit and debt.• Provide CSA support to neighbouring city’s when required or to support during colleague holidays. Show less

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  Bellrock Group

  Jan 2015 - Jan 2017

  Facilities Coordinator

  • Deliver full, confidential administrative support to the Operational Manager, Facilities Managers x 2 and maintenance team across multiple sites.• Communicate effectively with client’s face to face, via telephone or in writing, to include being able to understand customer’s needs• Responsible for completion of monthly performance reports for each site.• Maintain PPM planners and computerised schedules including holiday planners and staff rotas.• Deal with sub-contractors reviewing submitted paperwork in liaison with site engineers.• Monitor reactive work requests via the Bellrock’s helpdesk, escalating where required.• Monitor all requests for above; action and complete within the agreed SLAs and KPIs• Responsible for effective monitoring and management of financial tracker• Produce purchase orders and submit to the relevant suppliers, receipt goods on Focal Point system. Responsible for organising internal and external facilities meetings including the preparation and circulation of agendas, briefing papers and minutes, and highlighting areas for action by the Operational/ Facilities Managers/Contracts Manager in preparation for meetings.• Maintain sites statutory/regulatory compliance documentation.• Understake site visits to the North London sites.• Assist with Ad Hoc duties as requested by the Operational and Facilities Managers.• Responsible for inductions to visitors and contractors/sub-contractors. • Manage the ordering and distribution of stationary / office supplies, ensuring stock levels are kept at optimum level. Show less

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  Crest Nicholson plc

  Feb 2017 - now

  Administrator