Caroline Hitchcock

Experience

• 

  Surrey & Sussex Healthcare NHS Trust

  Jan 1991 - Jan 2000

  Medical Secretary

  Medical Secretary to two Consultant Obstetricians & Gynaecologists and their teams, one being the Trust Medical Director and the other the RCOG District College Tutor.

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  The Scout Association

  May 1991 - Oct 1991

  Personal Assistant to CEO

  Temporary role

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  B&CE

  Jan 2000 - Jun 2015

  Appointed head of department as Business Services Manager in June 2009 following a period of deputising in the role. Line management responsibility for 15 direct reports and 4 indirect reports across 3 teams of staff focussing on facilities management and business administration. Main purpose:Management and operation of Business Services Department incorporating both Administration and Facilities to support the Group's business activities. Development of departmental work processes and resources to effectively achieve company objectives. Provision and maintenance of a safe and compliant environment for all staff and visitors to satisfy regulatory and contractual requirements.Key Responsibilities:- Premises management- Management of contractor services through KPIs and SLAs- Co-ordination of major maintenance and repairs and continuous working arrangements - Capacity management to accommodate rapid business expansion- Business continuity planning and crisis management- Provision of mailroom and administration services - Performance management of staff including recruitment, retention and staff development Show less Line management responsibility for 17 direct reports across 2 teams of staff, Team 1: Mailroom & Records team, Team 2: Catering teamKey Responsibilities:Team 1: Mailroom & Records TeamProvision and management of Group mailroom services including bulk mailing campaigns, couriers, incoming & outgoing mail, banking and transaction management, archiving of company records and introduction of electronic document management system.Team 2: Catering TeamManagement of Group catering function through an in-house catering team including hospitality services. Show less

  • Business Services Manager

    Jul 2009 - Jun 2015

  • Section Leader

    Jul 2003 - Jul 2009

  • Team Leader & PA to Head of Department

    Jan 2002 - Jan 2004

  • Secretary/PA to Head of Department

    Jan 2000 - Jan 2002
• 

  Willis Towers Watson

  Jul 2016 - Jul 2017

  Facilities Manager

  July 2016 - September 2017: Contingent worker, Facilities ManagerInitially appointed to a six month Facilities Manager role as a contingent worker to cover maternity leave at the legacy Towers Watson Redhill site in July 2016 with one line of business. Contract was extended several times and the role diversified. From March to September 2017, I managed Facilities across a second site and delivered Facilities Services for the Reigate, legacy Towers Watson corporate Headquarters and multiple lines of business. Also provided some assistance when required at Regional level whilst colleague on maternity leave with proposed service changes and contract retenders. Examples include change of cleaning services provider, global IT refresh project, relocation of catering equipment from office closure. • 4 teams of staff across the 2 sites with 14 direct reports with responsibility for providing the environment, processes, equipment and resources to efficiently and effectively help some 1,800 Willis Towers Watson colleagues across the 2 site (3 buildings) meet client demands and achieve objectives of the organization. Show less

• 

  Willis Towers Watson

  Sept 2017 - Dec 2024

  Delivery of facilities services to 7 locations including UK territories. 3 direct reports and multiple indirect reports from key service providers including Data Centre location and Security Control Centre for GB, Western Europe and some offices in Asia PacificKey responsibilities:Ensure appropriate staff, tools and processes in place to support the delivery of reception, conference/meeting room logistics, print, post and purchasing, facilities management, records management, business continuity, health and safety and other shared services on siteProvided line management for Facilities Services colleagues and local office support teamsLiaison with landlord, managing agents – landlord inspections, licence to alter, major maintenance projects and office fit outsManagement of environmental services, regulatory assessments and inspections and regulatory functions for the premisesProject management of key building maintenance tasks such as chiller replacement, boiler replacements, re-surfacing of a car park, office refurbishments whilst ensuring continuous working arrangementsProvision of first line support and guidance for all Office Services processes, systems and toolsResponsibility and implementation of all health and safety and fire legislation on site including review of online DSE assessments, liaison with HR Partners regarding the need for specialist assessments following return to workDevelopment of key services to ensure value for money and continuous service improvements to meet changing business requirementsSupported Technical Services colleagues, involvement with major maintenance and repairs and continuous working arrangementsProject management responsibility for minor works, provision of assistance to real estate colleagues regarding facilities related tasks and operationsDay-to-day operational responsibility for Security Control Centre remotely monitoring security systems across GB and Western Europe and some in Asia-Pacific Show less Initially covering 2 sites in Redhill and Reigate and then increase in portfolio responsibility for Facilities Management for multiple sites (Redhill, Reading, Guernsey & Gibraltar), with primary responsibility for Redhill office with approximately 800 colleagues serving one line of business which has seen unprecedented growth in activity with an increased client base. Facilities Manager for one direct report following service transformations, restructuring and outsourcing.Key Responsibilities:Built strong working relationship with business leadership to provide operational support, guidance and expertise to meet short and long term business requirements, streamline processes and ensure compliance to proceduresManaged all colleague moves and relocations, maintain accurate colleague lists and associated space plansProcessed purchase orders, code invoices and management of budgetsContributed with annual budget preparation and development, financial reporting and review processes to ensure office support services are competitively delivered achieving value for money and meeting needs of the businessActed as a key reference point during business continuity incidents and tests, maintain business continuity plans and cascade contactsStationery, stores and supplies ordering and managementMailroom services including couriers, incoming and outgoing post, Royal Mail licencesManagement of contractor services with key performance reviews and service level agreementsReviewed all onsite maintenance work, contractor health & safety, inspections and issue of contractor Permits to Work and access rights when required. Day-to-day operational responsibility and collaboration with key service providers such as cleaning, security and catering services to deliver excellence of service Show less

  • Senior Facilities Manager, South East Region

    Nov 2021 - Dec 2024

  • Facilities Manager

    Sept 2017 - Nov 2021