Julia. C. Heathcote Mobile: 07876233346 Email: julia.heathcote@yahoo.com

Personal Profile: An accomplished independent, energetic and compassionate senior manager; who is experienced in development of people and processes for growth. Confidently enthusiastic in: leading face to face meetings, presentations, seminars, training, mentoring, telemarketing and networking.

Established method and exemplary skills in leadership: designing and delivering training as well as creating new opportunities for new business and existing employees. Has a ‘hands on’ approach with strategic and operational experience resulting in development/implementation, of strong people engagement, behaviours and skills within the business.

November 2015 to March 2015 (Maternity cover) Assistant Retail Manager. TUI Group

Foreign exchange, Western union banking, Insurance, Global Travel for: business, individuals and large groups Targets, compliance and audit, staff rota, leadership and development of staff, relief cover

May 2015 to November 2015 (Temp Contract) Sale Manager. The Deltic group

• 6 month contract to set up call centre, and create new database and train team in sales and media activity• Achieved targeted sales and sales growth

May 2013 to May 2015 Commercial Services Manager. Suffolk Union Service Limited 10 + staff

To achieve and exceed sales targets through pro-actively driving customers onto site Participate ‘out of hours’ sales and corporate events and necessary elections and campaigns Develop strong business relationships within all demographics, locally and further afield Maintain a productive data base of opportunities for increased revenue, in VIP events Providing leadership and training, in critical customer services, bringing new ideas and initiatives to achieve strategic

and business objectives. Health and Safety for our commercial services, sports, social activities and Students’ Union Facilities and Services

January 2012 to May 2013 General Manager – YUM BRANDS; KFC 30-40 staff

Gained world renowned training in Food safety and Hospitality through YUM BRANDS training programme and have enough technical knowledge to communicate effectively in Hospitality success

Responsible for delivery of financial targets and the adherence of the company strategy Drive delivery through rigorous compliance with the Performance Management Framework; reference Business

Solutions, through regional delivery targets and KPI's Ensure Employer Centric strategy is delivered in a safe and healthy environment with training in place for all staff Coach and develop others to meet and exceed the standards and quality of delivery

2003 to 2011 Assistant Emergency Services Centre Manager Ipswich Borough Council (IBC) 68 staff

Ensure that timely information is communicated to all parties / agencies: listen to their views, making sure we continue to grow and improve our service delivery

Management of a team of 68 staff in the operational success of Assistive Technology new business, CCTV and 7/24/365 Emergency Call Centre

Worked with partners to deliver co-ordinated engagement and communications plans Deliver soft skills within a strategic leadership whilst ensuring successful management of service Level agreements

and maintenance contracts, and securing new ones through delivering presentations / sales pitches Build and maintain effect relationships with stakeholders in the designated geographic area of responsibility Ensure good communications (written & verbally) with clients, colleagues and the public at all levels Worked closely with Health and Safety Manager designing and delivering DSA, Health & Safety Staff Intranet and

risk assessments

2004 –2009 Public House with Restaurant and Night time Entertainment (capacity 80) 30 staff

Work cohesively to develop a co-ordinated approach to engagement with the media and ensure consistent application of Brand image, and over and above sales targets

Ensured pool of 30 employees were trained and communicated with effectively, embedding company values and behaviours within messages. Health and Safety, crowd control, risk assessment, safe place to work

Manage the effect of customer queries by developing efficient query management, staff development Face to face customer care or communications experience in a high profile night time venue

2000–2003 Department of Working Pensions Innovations Team Leader for Deloite and Touché ONE Pilot Strong 25 staff

Page 1 of 2

Julia. C. Heathcote Mobile: 07876233346 Email: julia.heathcote@yahoo.com

Proven ability to handle major change and complex projects, whilst managing large teams to deliver and over achieve business targets; £1.4 million budget

Leadership and management of a team of 25 staff and operation across a multi-site responsibility, lone working and safe working places and practices considerations whilst working with vulnerable client base

Proven ability in project planning, costing and achieving targets Managed project with the ability to think laterally, innovatively with drive and strong interpersonal, leadership and

problem solving skills for customer service improvement Develop existing systems: for potential opportunities and create innovative new ones to ensure dynamic growth Proactively engage with customers and stakeholders, to secure new business to bring in revenue Ensure that Service level agreements and contract are managed in accordance with agreed proposals

1998 – 2000 Sales Account Manager ANGLIA TELECOM (Integrated IT and Telephony Solutions)

Business 2 Business sales within East Anglia and London (£2000.00 - £125,000.00) Sourcing and collation of new data base and development of existing client base Direct marketing and cold calling to secure new business

Education and Qualifications:

2012 YUM BRANDS (KFC) Hospitality – equivalent to NVQ Level: 2010 ILM Business Management Level 3

2009 NEBOSH General Certificate in Occupational Health and Safety Level 3:

2004 IOSH Institution of occupational Health and Safety Level 2:

2002 Advice and Guidance Level 3. School Educated to: ‘O’ Levels: English Literature, English Language, Art, and Economics D - B

Career Development (courses successfully undertaken):

Security: Emergency Planning Awareness Training: Project Griffin Emergency Planning: Project Griffin Counter Terrorism awareness day (skills for security): Conflict Resolution CCTV Practical: CCTV Operations: CCTV Legislation (BTEC): SIA Licence (2010 - 2013)

Human resources: Recruitment & Selection, Employee Review & Development, Policy Disciplinary, Grievance & Capability Cases, Sickness Policy, Neuro Linguistic Programming (1-to-1) Display Screen Risk Assessment.

Finance: AXA Insurance, Foreign Exchange, western Union Banking,Corporate Finance Overview, Financial Management, Agresso Workshop, Improving Budgetary Control. IBC’s Constitution & Decision Making Process, Presenting an Effective Business Case for Project Proposals

Management of People: Coaching Skills for Managers, Leading Change, Team Communications, Supervisor’ Development Day. Authoring Questionnaires and surveys, IIP Investors in People champion workshops and seminars, Equality Impact Assessment.

Customer Services: Front Line Customer Services. Presentation Skills, Training staff for Customer service

Safety in the Workplace: St John 1st Aid in the workplace, Automated external defibrillation, Fire marshal: valid certificates

Benefits and Vulnerable Adults and Children: Safeguarding Children Awareness Briefing, Disability Awareness Training for Benefit claimants, Dementia Awareness, Benefit claims Training (JSA, Incapacity, Income Support, Lone Parent, Bereavement and Housing Benefit & Council Tax).

IT: INDeX and Core INDeX and Professional Product Specialist Index 1000 CRM and VCC Sales,

Interests: I enjoy spending time with my family and socialising with friends, and spend a lot of time gardening. I am also interested in Current Affairs (Business, Economy) and I love to travel when time permits.

Page 2 of 2