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Manager Customer Service

Beaconsfield, Buckinghamshire, United Kingdom
October 24, 2016

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**, ****** *****, *********,


Buckinghamshire HP11 1HJ

Tel no :

Mobile: 077********

Work: 014**-******

Sandra Smith MCIPD


I am a qualified H.R practitioner experienced at working at board level with thirty years generalist HR and Learning and Development experience

Key Skills and Expertise

Twenty years post graduate HR experience. Membership CIPD qualified

Ability to contribute to the corporate management of the organisation, covering people issues and decisions affecting the whole organisation

Proven track record of contribution to wider corporate management including participation in the formulation of corporate objectives, policies and strategies, including business planning

Significant leadership experience within multi sited and dispersed organisations, with demonstrable experience of engaging with and motivating multicultural staff teams

Experienced in remuneration. implementing reward structure that will be motivational and underpin the delivery of the organisations strategic aims, whilst working to budgetary constraints

Implementation and working knowledge of various performance management systems

Formulation and delivery of learning and development strategy and practice, to ensure the skills and competencies are in place to deliver the talent needed to meet succession plans

Employee engagement

Experience in health, safety management

Experience of dealing with a range of stakeholders including professional bodies, trade union associations; staff associations

Experience of merger and acquisition activity, including handling TUPE related matters

Knowledge of HR management techniques matched by a comprehensive understanding of applying different approaches in different business sectors; including psychometric tests, coaching, mentoring and mediation

Experience of managing people forecasting routines in a complex organisation

Excellent standard of education and personal IT skills, in particular Microsoft Office but also ability to manage wider IT systems

Career History

Oasis Foods Limited Food Manufacturer

HR Manager November 2012 – Present

Attend daily management meetings contributing to the corporate management of the organisation, contributing to issues and decisions affecting the whole organisation

Pay and grading; review and benchmark pay and grading introducing a structure with face validity and transparency – at market values

Develop and implement an appropriate performance management system ensure training for Managers and staff

Implement policies and procedures compassionate to multicultural society

Learning and development

Manage HR Team

Sue Ryder Care Healthcare Charity covering South England

People Advisor June 2011 – November 2012

Responsible for Retail West and South, Property, Health and Safety, Legal, PR and Marketing and Finance

Recruitment drive within charity shop sector rising from 350 to 500 stores

Management training, customer service, time and stress management, team building, investigation skills

Mediation and coaching at all levels

Oxford Brookes University

HR Manager (Equality and Diversity) 1st April 2009 – 10th June 2011

HR Manager (Employee Relations) 1st April 2008 -2009

Managing a team of 4/12 HR practitioners providing a professional and timely HR Service to a designated portfolio of Schools and Directorates over 7 sites

Advising, writing and presenting to managers on various skills training and employment law updates

Led management on organisational changes

University Lead on TUPE

Team Member achieving upgrading of IIP to first Silver followed by Gold status

Chair recruitment panels, advise on appropriate testing

Chair disciplinary panels

Sue Ryder Care Healthcare Charity Covering all UK

HR Manager Homecare (670 employees) Jan 2007 – April 2008

Responsible for HR function within the Homecare Services

Responsible for TUPE transfers dealing in a legal and timely manner

Chairing Management Meetings advising on current and future legislation

Conducting disciplinaries at the final stages and dealing with cases of gross misconduct


Succession planning and talent management

Overseeing annual salary reviews and auditing of appraisals

Managing HR Officers on helpline queries and continuous development

Managing HR Database Officers on updates within Homecare services

Supporting and covering Healthcare Services, Retail, Legal and Transport

HR Advisor – Absence April – Dec 2006

Project leader managing absence

Absence management training implementation

Management coach

J. N. P Group Amersham, Bucks Structural and Civil Engineers

HR Manager (interim) Jan 2006 – April 2006

Manpower planning

Management training for Partners

Recruitment instigated graduate recruitment liaising with specialist Universities arranging company awareness days, works experience and departmental away days

J. D. Staff Agency, Prestwood, Bucks Ice cream manufacturer/distributor

October – December 2005

HR Manager (interim)

SAGE payroll 60 personnel

Introduced company handbook writing policies and procedures

Advising on methods of recruitment and retention of staff, talent management

Introduction of performance related pay, benefits and bonus scheme

Beckman Coulter UK Ltd, Loudwater, Bucks

Life science instrument sales and manufacturing company Jan – Oct 2005

HR Executive (interim maternity cover)

Deputising in HR managers absence

Recruitment and selection

Legal expert grievance/disciplinary,

Payroll for 150 UK employees

Responsible for transport fleet and health and safety

Interserve plc Beaconsfield, Bucks,Site management company

Office Manager May 2002 – January 2005

Human Resources, Payroll and Health and Safety management

Recruitment and selection

Responsible for computerising training

Responsible for ensuring legislation was adhered to by contractors and staff

Updating contractors handbook

SD & RA Selleck Wooburn Green, Bucks Electrical Contractor Retailer

Office Manager 2000 – 2001

Cyberdesk Ltd, Loudwater, Bucks Computer outsourcing services company 1998 – 2000

HR /Training Manager

Change management

Redundancy and maternity calculation, administration and final interviewing

Negotiate, select, implement and administer new benefits package

Compile and issue new contracts of employment

Cliveden House Hotel Taplow, Berks No 1 Hotel including Michelin star restaurant 1998 – 2000

HR /Training Manager

Recruitment, selection, references and induction of mainly overseas short term contract staff

Implementation, conducting and recording of training plan (customer service, telephone training, communications skills, arts tours, health and safety)

W.H.Smith Abingdon, Oxon 1989 -1990

Retail organisation covering W.H.Smith Stores, Paperchase, Our Price, Do-it-all and Book Club

Senior HR Officer Remuneration and Benefits

Design and implementation of employee appraisal scheme

Responsible for remuneration and benefits package

Solely responsible for HR function to Sloane Square Head Office in London base for CEO Directors, pensions and library personnel.

Foam Engineers High Wycombe, Bucks 1985 -1989

Foam conversion company working in the upholstery/packaging industry

HR /Training Manager

Stand alone HR, training and payroll function of 250 staff over 4 sites

Halved labour turnover rates for manual operatives

6 month part time secondment to Simplicpac, Poole, Dorset polystyrene boarding and packaging industries writing HR Strategy

Implemented salary scales on a system similar to HAY in both organisations

Reward and benefits package for all personnel

Complied job descriptions for analysis and grading of 90 staff

Design and delivery of training

Wycombe Health Authority, Oakengrove Head Office 1984 1985

HR Officer covering Oxford, Amersham & High Wycombe Hospitals

HR representative attending arbitration meetings with up to 15 employee trade union representatives

Negotiated on updating employment conditions, policies and procedures

Ariston Ltd, Loudwater, Bucks 1980 - 1984

White and brown goods and kitchen furniture manufacturer and retailer

HR Assistant (700 personnel located throughout the UK)

Advising management on HR policies, procedures and employment law

Recruitment and assessment including psychometric testing

Trustee Savings Bank High Wycombe, Bucks 1978 - 1980

Bank Clerk


Wycombe High School Oxford Board O levels

Thames Valley University Certificate in HR Practice

Buck New University Grad. Institute of HR Management

Membership Chartered Institute of HR Development

Hobbies, Interests and Voluntary Work

Past parent governor and senior section girl guide leader teaching life skills.

Badminton, Reading

Hold current clean full driving license for car and motorbike

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