Callum Marshall

Experience

• 

  University of the West of England

  Sept 2015 - Nov 2019

  Customer Relations Associate

  Working in the fast-paced Accommodation Services to resolve queries from current & prospective students in a timely & professional manner. This included a range of formats including via email, over the phone and in-person including during University Open Days. Managing expectations of prospective students and their families could be challenging but was always done in a professional, helpful and considerate manner. This was especially crucial during exceptionally busy open days with a huge number of interested students and their families visiting, it was important to be positive and enthusiastic with applicants whilst answering in a clear and direct way.Oversaw a log of various disciplinary infractions to monitor residents for any persistent issues where intervention may be necessary around housekeeping, disorderly behaviour or other typical concerns for student accommodation. Worked in liaison with accommodation managers to arrange meetings and issue disciplinary penalties were appropriate and monitor said data to inform senior managers as to the biggest recurring issues and informing disciplinary policies and proposed interventions accordingly. Show less

• 

  Norland College

  Nov 2019 - now

  Required to prepare papers & policies to an exceptional standard for high-level board and committee meetings whilst monitoring ongoing disciplinaries, attendance & extenuating circumstances within the student body. Required to have a keen eye for detail and excellent data analytical skills and the ability to communicate findings clearly to a broad range of colleagues and partners. Maintain a critical mindset in managing continual review process of modular delivery whilst liaising with colleagues. Show less Required to balance a heavy workload against immediate requests for data from senior staff. Complemented for forward-thinking, high degree of conscientiousness and an ability to meet deadlines in a timely manner. Commended for ability to think quickly on feet and ensure papers are delivered on-time to attendees and to an exceptional standard.Regularly performed data analysis for own and other departments to an exceptional standard including monitoring continuation, attendance and disciplinary data for various board-level reports.  With a critical eye examined all submitted papers for consideration, ensuring up-to-date formatting was applied and proposed changes to relevant policies and procedures were explicit. Rigorous agenda-setting and note-taking for various meetings, with a particular emphasis on recording with an exceptional attention to detail.Took a leading role in examining and editing policy & procedure document, ensuring they were updated in line with sector-wide regulations & discourse. Considerate of specific language used to ensure a fair and quality service was delivered to our students and in line with best practice. Ensured a strict programme of review and improvement was delivered to timely deadlines regarding the modules taught to students. This included liaising frequently with academic staff to ensure the requisite paperwork was completed and that they had consulted colleagues appropriately. Monitored said reviews to ensure colleagues had engaged in sufficient criticality and self-reflection and considered all avenues of improvement such as delivery of the module, assessment methods, marking criteria etc. Contributed to ensuing academic discussion in response to submission, offering alternative considerations for improvement as applicable. Show less Performed all administrative tasks related to typical customer-facing roles. This included taking bookings for various CPD & training opportunities to be delivered, ensuring facilities and rooms were ready in advance of such events and responding to urgent queries from senior staff & visitors in a timely manner.Assisted line manager in running of in-house job shop; this included liaising with advertisers around the suitability of their job advert, managing expectations accordingly and ensuring positions were circulated widely within the student body. Generated quarterly reports informing graduates & staff of typical expectations of employers looking to hire a graduate. The methodical process used in the report included examination of each of numerous adverts per quarter, noting down relevant quantitative (i.e. geographical data) and qualitative (i.e. traits requested by advertiser) information, collation and analysis of dataset and providing statistical figures on distinct trends. The reports were completed to overwhelming satisfaction of recipients with particular praise for the thoroughness and attention to detail expressed in these reports, the concise writing and easily understood data. Show less

  • Quality & Regulations Officer

    Jul 2023 - now

  • Quality Manager

    Sept 2022 - Jul 2023

  • Administrator

    Nov 2019 - Sept 2022