Jane Duncan

Experience

• 

  Mouchel

  Jul 2005 - Jun 2010

  • Promoted from Helpdesk Operator • Team Leadership: Led and mentored a dedicated team of 6, instilling a culture of excellence and ensuring the delivery of exceptional client service. Conducted regular performance reviews, provided training, and set clear objectives to drive team performance.• Operational Management: Oversaw the helpdesk operations, ensuring timely resolution of client queries and issues. Implemented efficient workflows and processes to enhance the team's responsiveness and reduce turnaround times.• Stakeholder Communication: Acted as the primary liaison between senior management, clients, and suppliers. Regularly reported on helpdesk performance metrics, client feedback, and areas of improvement to senior management.• Financial Oversight: Managed the processing of supplier invoices, ensuring accuracy and timely payments. Collaborated with the finance department to streamline the invoicing process and resolve any discrepancies.• Client Relationship Management: Fostered strong relationships with clients, ensuring their needs were met and addressing any concerns promptly. Conducted regular feedback sessions to gather insights and continuously improve the service offering.• KPI Achievement: Consistently met and exceeded key performance indicators (KPIs), showcasing the team's commitment to excellence and continuous improvement. Introduced metrics-driven evaluations to monitor and enhance team performance. Show less • Client Support: Served as the first point of contact for clients, addressing their queries, concerns, and requests with professionalism and efficiency. Demonstrated excellent communication skills in liaising between customers and suppliers.• Invoice Management: Played a pivotal role in processing supplier invoices, ensuring accuracy and compliance with contractual terms. Collaborated with the finance team to ensure timely payments and resolve any financial discrepancies.• Team Collaboration: Worked closely with other departments, facilitating cross-functional collaboration, and ensuring seamless communication. Shared insights and feedback from clients to enhance service offerings and address potential issues. Show less

  • Helpdesk Team Leader

    Sept 2008 - Jun 2010

  • Helpdesk Operator

    Jul 2005 - Sept 2008
• 

  Triaster

  Jul 2018 - Sept 2023

  • Promoted from Administration Assistant.• ISO Certification Leadership: Spearheaded Triaster's ISO 9001:2015 & ISO 27001:2013 certification programmes, ensuring rigorous compliance and maintaining an up-to-date internal IMS. Collaborated with external auditors, facilitating surveillance audits and ensuring a seamless certification process.• Operational Excellence: Acted as the central point of contact for all operational matters, streamlining communication and decision-making processes. Implemented best practices to enhance efficiency and productivity across departments.• Strategic Planning: Played a pivotal role in company restructuring, providing insights and strategies to align with changing business objectives and market dynamics.• Document Control & Management: Oversaw the release cycle of controlled documents, ensuring timely reviews and updates. Implemented a robust document management system, enhancing accessibility and reducing retrieval times.• Leadership & Team Development: Supervised the Cotswold Office Manager, providing mentorship and guidance. Conducted weekly individual meetings to review performance, set objectives, and address concerns, fostering a motivated and high-performing team.• Financial Oversight: Collaborated with the Sales Executive on contract renewals, ensuring accurate and timely invoicing. Managed customer expenses, supplier invoices, and debt recovery processes, ensuring financial accuracy and integrity.• Risk Management: Regularly reviewed and updated office policies, ensuring compliance with health and safety standards. Implemented risk assessment procedures and mitigation strategies to safeguard company assets and interests.GDPR & Information Security: Developed comprehensive GDPR awareness and training programmes, ensuring company-wide adherence to data protection regulations. Established information security protocols, safeguarding sensitive company and client data. Show less • Operational Support: Acted as a pivotal support for the company’s business operations team, including assisting the Managing Director. Played a key role in streamlining operations and ensuring efficient workflow.• Clerical Excellence: Managed a wide range of clerical tasks, from handling phone calls and emails to document preparation. Demonstrated meticulous attention to detail in supporting the finance team, processing invoices, and maintaining organised filing systems.• Stakeholder Communication: Served as the first point of contact for visitors and customers, ensuring a positive first impression and fostering strong relationships. Liaised with suppliers, negotiated deals, and ensured timely delivery of office supplies.• Research & Analysis: Conducted in-depth research to support various business initiatives, providing valuable insights and data to drive decision-making.• Event Coordination: Took charge of managing internal and external events, from planning and logistics to execution, ensuring successful outcomes and positive feedback.• Office Management: Proactively maintained office policies, ensuring compliance with health and safety standards. Managed public training course bookings, ensuring optimal utilisation of resources and maximising revenue.• Calendar Management: Oversaw the general and personal calendars of senior staff, ensuring efficient time management, avoiding scheduling conflicts, and optimising productivity.Team Collaboration: Worked closely with various departments, facilitating cross-functional collaboration, and ensuring seamless communication. Show less

  • Business Operations Manager

    Jun 2020 - Sept 2023

  • Office Administration Assistant

    Jul 2018 - Jun 2020
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  Jisc

  Sept 2023 - now

  Quality Officer