1. Donna JONES
90 Broadway Avenue, Halesowen B63 3DR West Midlands
Home : 0121 550 5755 Mobile : 07969 987 717 Email : donna_biddle@sky.com
Personal Profile
Highly motivated and disciplined with over 25 years management experience. Well versed in
managing small to medium sized customer facing and telephony teams.
Competent people leader, adopting a consultative style to encourage higher levels of performance
contributing to engaged and enthused workforce.
Experienced and adapted to working within changing environments, role modelling behaviour to
support the delivery of local and organisational objectives.
Career Details
Midland Heart Housing Association 1998 - present
Current Position and responsibilities
Customer Relations Manger
 Lead and manage performance of 4 Investigating Officers and 1 Team Administrator
 Work in conjunction with organisational policies and procedures pertaining to Customer
Engagement and Customer Complaints resolution, ensuring team provide highest levels of
customer service and satisfaction, in line with service level agreements and ombudsman
expectation
 Working with management colleagues across directorates, recommend service Improvement
initiatives based on root cause analysis.
 Ensure Continuous Improvement in Customer Service and Satisfaction through effective and
systematic customer feedback and quality assurance.
 Driving Service Improvement program through Contract Manager including recovering related
costs from third parties
Central Support Manager
 Managing team of 11 – 7 Administrators and 4 Customer Liaison Officers.
 Dealing with all general enquiries relating to Planned works, Annual Servicing and Service
charges
 Checking and processing of contractors payments
 Audit control/management
 Managing the installation of planned works in customers homes
 Resolving Customer Complaints in compliance with Complaints policy and procedures.
Gas Manager
 Managing team of 7 – 3 Gas Surveyors and 4 administrators.
 Managing the gas contract and contractors – covering all aspects of repairs, planned works and
gas servicing.
 Ensuring compliance with legal requirement for annual Gas Servicing of all properties
 Checking and processing of contractors payment
 Audit control/management
Gas Officer
 Ensuring compliance with legal requirement for annual Gas Servicing
 Contract Management

2. Audit Surveyor
 Checking completion of contractor works and compliance with contract and respective costs
Senior Administrator
 Managing team of 5 administrators
 Dealing with all general enquiries
 Issuing works orders
 Checking and processing of contractors payments
 Introduce systems to streamline and manage operations
Syscom plc (Software House) 20th
April 1998 to 30th
November 1998
PA to the Finance Director
 Secretarial/Admin support to Finance Director and team
 Personnel
 Welfare
 Health and Safety
 Car Fleet management
 Purchase/management of office supplies
Child Support Agency May 1993 to April 1998
 Communications and Industrial Relations Officer
 Debt Management
 Accounts Officer
Grades achieved
 Higher Executive Officer
 Executive Officer
 Administration Officer
The Birmingham Post and Mail Ltd July 1974 to November 1992
Personnel Executive
Various PA roles (within Production, Editorial and Personnel)
 Salary Administration
 Recruitment
 Staff Welfare
 Budget management
 Management of staff appraisal system
 COSHH
 Data Protection
 Health and Safety
 Car Fleet management
 Management of Restaurant and Vending operations
Midland Bank (now HSBC) July 1972 to July 1974
Typing Pool Supervisor/Secretarial
 Administration/secretarial/management duties - all banking functions

3. Education, Qualifications & Training
 6 ‘O’ Levels at A-C grade including Maths and English
 OCR - Teachers’ certificate in Office Studies
Word Processing III (dist) Text Processing III (dist)
Audio III (dist) Document Presentation III (dist)
 MOUS (Microsoft Office User Specialist in Word)
 IBT II
 ECDL
 City and Guilds - Diagnosing defects and ordering repairs
Basic Building Construction Condensation Damp and Decay
Plumbing Waste and Drains Domestic Electrical and Heating Installation
Repairs Reporting
Other Information
Full Driving Licence
Own Car
Interests
I love to spend time with my family, especially my two young grandchildren who live quite near
to us and bring us both lots of enjoyment.
When I get the opportunity I love to spend time on my crafts – and the satisfaction of starting
something from scratch through to the final product. I also like to investigate any new crafts or
variations that come onto the market.
Holidays are usually the only time I get to spend reading, walking and swimming.
Relaxation – spa days with friends are exceptional but appreciated
References - Available on request