Charlotte Stratton

Experience

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  H Samuels

  Aug 2010 - May 2012

  - Ability to run shifts and successfully look after a team of people, cashing up and handling any audits and standard managerial duties. - Consistently achieving sales targets, being nominated sales associate of the year- Knowledge of cataloguing and inventory techniques

  • Duty Manager

    Oct 2011 - May 2012

  • Customer Service Representative

    Aug 2010 - Oct 2011
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  Access Prepaid Worldwide Ltd

  May 2012 - Oct 2012

  Contact Center Consultant

  - Dealing with escalated complaints.- One-to-one coaching and training sessions for new starters.

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  BGL Group

  Oct 2012 - Jul 2015

  - Help creating new and creative learning materials for new and existing staff members- Focusing on KPI’s and how to embed these within the training- Building relationships with managers and other departments to maintain a smooth running of training sessions and coaching without interruption. - Implement customer excellence to all customer experience representatives.- Develop cost effective and timely training sessions to fit within the business needs.- Ensure changes to any products or processes are embedded within current training material.- Observing training sessions held by others to coach around their training style and develop them and myself. Show less - Help customers with any queries, changes or difficulties they are having with policies.- Maximising sales wherever possible.- Manage customer expectations and take ownership of calls to achieve excellent service.- Chairing team meetings and following the agenda ensuring everything is covered.- Coaching other advisors and following up to ensure reaching KPI’s, mentoring others in need.- Handling complaints and following the complaints procedure, escalating as appropriate.- Supporting team leaders and managers when necessary. Show less

  • Operational Trainer

    Jun 2013 - Jul 2015

  • Customer Service Representative

    Oct 2012 - Jun 2013
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  Hastings Direct

  Jul 2015 - Dec 2016

  Training Executive

  - Deliver inspiring and effective training and development to colleagues across all sites- Provide colleagues with coaching to support in role development- Act as a ‘Buddy’ to colleagues to support their development - Conduct observations, provide feedback and coaching - Provide stakeholders with regular updates on how new and existing colleagues are performing in training using weekly ‘Progress Reports’- Ensure that all training material relating to allocated business area is kept up-to-date and accurate- Deliver training and development that ensures that new and existing colleagues demonstrate the ‘Hastings Way’ in their work- Ensure all T&C requirements within the role of a Trainer are followed and documentation is kept up to date - Support with recruitment - To effectively manage individuals performance to the Performance management framework Show less

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  IGO4

  Dec 2016 - Jul 2020

  Senior Learning and Development Manager

  In charge of all Learning and Development and Operational Training requirements managing a team of learning professionals within the Financial Services Industry. Promoting learning in the work place, managing the apprenticeship levy, identifying key skills and knowledge gaps through training needs analysis and feedback, and creating, maintaining and building learning material to help grow internal talent through multimedia platforms.- Manage project roll out from requirement stage through to delivery- Manage a team of operational trainers, learning and development coordinators and administrators to ensure the smooth running of learning and development- Reporting into the Chief Customer Officer and Head of HR, I have been responsible for creating a L&D strategy and Training Strategy- Design and deliver engaging and interactive training material to deliver to all levels across the business from Call Centre Agent to CEO.- Create, manage and maintain the Training Needs Analysis for the business- Manage learners across multi-site offices including offshore management and training delivery- Manage and maintain L&D and Operational Training budgets for the business- Manage apprenticeship levy funds and courses available to existing members of staff and grow internal talent- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers- Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them- Maintain a keen understanding of training trends, developments and best practices including introducing new technology and techniques to the business Show less

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  IKEA

  Aug 2020 - Sept 2022

  People and Culture Business Partner

  Working alongside the senior leadership group to support an operation of circa. 1000 co-workers on site. Leading all in house recruitment, benefits and Learning and Development plans. Supporting engagement, reward and recognition and health and well-being.

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  MM Flowers

  Sept 2022 - now

  Reporting to the Group HR Director and managing a diverse team, I oversee the delivery of HR strategies, policies, and programmes. I am responsible for four sites across the UK and Ireland, supporting approximately 1,200 employees, as well as contributing to the European business in Holland and assisting in the integration of newly acquired businesses and units.- Leading the HR team to ensure both BAU and project work are executed effectively, tracking ROI and KPIs.- Partnering with Directors and Heads of Departments to align employee needs with business goals, continually evaluating organisational requirements and providing strategic solutions.- Driving strategic workforce planning by addressing future skills gaps and implementing succession planning using data-driven insights.- Coaching and mentoring Senior Management and Directors to enhance productivity, retention, engagement, and relationships.- Acting as the primary point of contact for leaders regarding people and culture-related matters.- Managing employee relations metrics, diagnosing root causes of challenges, and achieving reductions in attrition, new starter churn, and absence.- Serving as a member of the Senior Leadership Team, supporting structural and framework optimisation.- Developing HR strategies, behavioural competencies, and value propositions to align with business needs. Show less Responsible for supporting HR initiatives across the organisation, ensuring strategic alignment, and overseeing approximately 700 employees.- Partnered with department leaders to address workforce challenges, improve employee relations and enhance engagement.- Contributed to talent acquisition, workforce planning, and succession strategies.- Managed complex employee relations cases and implemented process improvements.- Supported the delivery of HR initiatives across the organisation, ensuring alignment with strategic objectives.- Analysed HR metrics to identify trends and implement process improvements. Show less

  • Head of Human Resources

    Sept 2024 - now

  • HR Business Partner

    Sept 2022 - Aug 2024