Kirstie Lane

• Provide administration support for the wider team across all pre-sales, complaints, and gift activity promoting a flexible approach to cover a variety of activities
• Jointly responsible for managing numerous in-boxes to support queries from our Outsourced Service Providers and understanding root cause of enquiries and contributing to the ongoing improvement of customer experience
• Provide data input support for the wider team activities including regular invoicing, mailing activity, and customer questionnaire responses
• Manage Feefo and Trust Pilot reviews, investigating and responding appropriately in the public environment
• Responsible for maintaining and updating daily task tracker and ensuring that supporting process guides are reviewed and accurate at all times
• Reconciling and raising purchase orders and invoice posting to ensure prompt payment

• Managing the Bristol Client Therapy Waiting List and helping out colleagues working from South Gloucestershire Waiting List when appropriate
• Working from Iaptus (Patient Data Management System) ensuring all clinical contacts are logged and thoroughly documented
• Booking all client appointments (averaging between 10-20 per day) from Bristol Waiting List, ensuring appointments meet client’s preferences for time and location, confirming the process when they arrive and answering any questions they may have, processing the appointment letters
• Booking Interpreters as and when required and providing monthly reporting to finance team
• Batch printing all letters from Iaptus (Patient Data Management System) daily ensuring all GP copies are sent and franking the post ready for collection at the end of each day
• Monitoring and replenishing stationery in the building and remaining within budget
• Assessing eligibility, Issuing and signing off foodbank vouchers
• Monitoring and recording all Sickness & Holidays in the Bristol office
• Answering all calls into the office and responding to client queries, identifying clients who may be at risk and highlighting to crisis team when appropriate
• Booking rooms in building for visitors and or board meetings
• Minute Taking
• Emailing client feedback to therapists and their line manager
• Managing Door Entry
• Arranging any work that needs to be done to the building ie Gas, Electric, Plumbing, other building repairs
• Ensuring all facilities for the building are replenished
• Checking and monitoring cleaning of building, liaising with contracted cleaners
• Monitoring stationery and cleaning budget for Bristol office
• Arranging Xmas Party and Shared Lunches

• Responsible for the administration of all private wealth matters for the Partners of Grant Thornton
• Computer-based and service-oriented daily workflow tasks
• Administering New Business and new business flow
• Responding to Partner queries, helping advisers with information gathering and monitoring
• Liaising with providers and hitting tax year end deadlines
• Undertaking File Reviews and obtaining up-to-date valuations of all holdings, assets and liability summaries, portfolio summaries, agendas, asset allocations, accompanying fund information, letters of authority, death benefit nomination forms, and up-to-date scheme information
• Follow-up recommendations and administrate them
• Monthly team meetings, participate in providing suggestions and ideas as and when appropriate
• Attending ‘lunch & learn’ sessions when provided to gain knowledge of other parts of the Grant Thornton business

• Processing Share Exchange orders for equities and funds into clients’ stocks and shares ISAs
• Cash Movements

• Worked in reception, secretarial, and administration roles for various companies including Mercedes Benz, Land Rover, Jaguar, and a security firm called ‘Destination 5’

• Undertake full Mortgage appointments face to face and over the telephone with customers
• Generate own remortgage leads from existing customer base
• Undertake full mortgage reviews and rate transfers
• Explain options where customers have endowment shortfalls
• Discuss mortgage payment holidays
• Mortgage Term Adjustments
• Full Repayments
• Identify cross-selling opportunities to other products
• Selling of Protection products, ie life, critical illness cover, and mortgage repayment cover
• Home Insurance
• Full banking reviews to identify opportunities to save customers’ money
• New Account openings (banking and savings)
• Unsecured Lending
• Bereavement appointments
• Power of Attorney appointments
• Complaint Handling

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