Julia Heathcote has over 20 years of experience in senior management roles leading teams in customer service, sales, and business development. She has a proven track record of exceeding sales targets and developing people. Her experience spans multiple industries including retail, hospitality, emergency services, and government. She possesses strong leadership, communication, and relationship building skills.

1. Julia. C. Heathcote Mobile: 07876233346
Email: julia.heathcote@yahoo.com
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Personal Profile: An accomplished independent, energetic and compassionate senior manager; w ho is experienced in
development of people and processes for grow th. Confidently enthusiastic in: leading face to face meetings, presentations,
seminars, training, mentoring, telemarketing and netw orking.
Established method and exemplary skills in leadership: designing and delivering training as w ell as creating new opportunities
for new business and existing employees. Has a ‘hands on’ approach w ith strategic and operational experience resulting in
development/implementation, of strong people engagement, behaviours and skills w ithin the business.
November 2015 to March2015 (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 (TempContract) 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 grow th
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 criticalcustomer services, bringing new ideas and initiatives to achieve strategic
and business objectives.
 Health and Safety for our commercialservices, sports, socialactivities and Students’Union Facilities and Services
January 2012 to May 2013 General Manager – YUM BRANDS; KFC 30-40 staff
 Gained w orld renowned training in Food safety and Hospitality through YUM BRANDS training programme and have
enough technicalknow ledge to communicate effectively in Hospitality success
 Responsible for delivery of financialtargets and the adherence of the company strategy
 Drive delivery through rigorous compliance w ith the Performance Management Framew ork; reference Business
Solutions, through regional delivery targets and KPI's
 Ensure Employer Centric strategy is delivered in a safe and healthy environment w ith training in place for all staff
 Coach and develop others to meet and exceed the standards and quality of delivery
2003 to 2011 AssistantEmergency Services Centre Manager Ipswich Borough Council (IBC) 68 staff
 Ensure that timely information is communicated to all parties / agencies: listen to their view s, making sure w e
continue to grow and improve our service delivery
 Management of a team of 68 staff in the operationalsuccess of Assistive Technology new business, CCTV and
7/24/365 Emergency Call Centre
 Worked w ith partners to deliver co-ordinated engagement and communications plans
 Deliver soft skills w ithin a strategic leadership w hilst ensuring successfulmanagement of service Levelagreements
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 (w ritten & verbally) w ith clients, colleagues and the public at all levels
 Worked closely w ith Health and Safety Manager designing and delivering DSA, Health & Safety Staff Intranet and
risk assessments
2004 –2009 Public House withRestaurant and Night time Entertainment (capacity 80) 30 staff
 Work cohesively to develop a co-ordinated approach to engagement w ith the media and ensure consistent
application of Brand image, and over and above sales targets
 Ensured pool of 30 employees w ere trained and communicated w ith effectively, embedding company values and
behaviours w ithin messages. Health and Safety, crowd control, riskassessment, safe place to w ork
 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

2. Julia. C. Heathcote Mobile: 07876233346
Email: julia.heathcote@yahoo.com
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2000–2003 Department of WorkingPensions Innovations Team Leader for Deloite and Touché ONE Pilot Strong 25
staff
 Proven ability to handle major change and complex projects, w hilst 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 w orking and
safe w orking places and practices considerations whilst working with vulnerable client base
 Proven ability in project planning, costing and achieving targets
 Managed project w ith the ability to think laterally, innovatively w ith 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 w ith customers and stakeholders, to secure new business to bring in revenue
 Ensure that Service levelagreements 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 w ithin 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 OccupationalHealth and Safety Level3:
2004 IOSH Institution of occupationalHealth and Safety Level2:
2002 Advice and Guidance Level3. School Educated to: ‘O’ Levels: English Literature, English Language, Art, and
Economics D - B
Career Development (courses successfully undertaken):
Security:Emergency Planning Aw arenessTraining: Project Griffin Emergency Planning: Project Griffin Counter Terrorism
aw areness 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, w estern Union Banking,Corporate Finance Overview, FinancialManagement,
Agresso Workshop, Improving Budgetary Control. IBC’s Constitution & Decision Making Process, Presenting an Effective
Business Case for Project Proposals
Managementof People:Coaching Skills for Managers, Leading Change, Team Communications, Supervisor’Development
Day. Authoring Questionnaires and surveys, IIP Investors in People champion w orkshops and seminars, Equality Impact
Assessment.
Customer Services:Front Line Customer Services. Presentation Skills, Training staff forCustomer service
Safety in the Workplace:St John 1st Aid in the w orkplace, Automated externaldefibrillation, Fire marshal: valid certificates
Benefits and Vulnerable Adults and Children: Safeguarding Children AwarenessBriefing, Disability Aw arenessTraining for
Benefit claimants, Dementia Aw areness, Benefit claims Training (JSA, Incapacity, Income Support, Lone Parent, Bereavement
and Housing Benefit & Council Tax).
IT: INDeX and Core INDeX and ProfessionalProduct Specialist Index 1000 CRM and VCC Sales,
Interests:I enjoy spending time w ith my family and socialising w ith friends, and spend a lot of time gardening. I am also
interested in Current Affairs(Business, Economy) and I love to travelw hen time permits.