Experience

• 

  Legal Ombudsman

  • United Kingdom
  • Legal Services
  • 200 - 300 Employee

  • Knowledge and Learning Business Partner

    • Apr 2017 - Present

    • Responsible for all aspects of learning and development at the Legal Ombudsman• Developing the L&D strategy and writing an annual plan to deliver it• Conducting training needs analyses to identify areas for improvement for individuals, teams and the organisation• Writing quarterly reports to Board and Management Team to evaluate the effectiveness of training interventions • Senior Management liaison to ensure buy-in• Designing and delivering/facilitating new starter inductions• Management of external training suppliers• Managing the annual L&D budget• Ensuring procurement is compliant with internal procedures and external governance.

  • Knowledge Officer

    • Dec 2011 - Apr 2017

    To produce, edit and deliver online and print content and manage internal events to share knowledge in the organisation. To liaise with IT and other internal stakeholders to support the review and implementation of a new structure of the knowledge management system.To provide a positive and professional service to internal and external customers. Key responsibilitiesUndertake the following processes for the Legal Ombudsman accurately and within agreed timescales:• Specify and write procedures for the addition of content of the knowledge management system• Identify valuable information within the Legal Ombudsman and ensure it is accessible to all staff as appropriate• Ensure the knowledge management system is populated with high quality content which is relevant to the organisation’s business needs and appropriate for audience• Monitor the content and usage of the knowledge management system – set guidelines for acceptable behaviour and sharing of best practice, remove non compliant material and ensure information is up to date• Work closely with the quality manager to ensure the knowledge management system drives business improvement• Manage the process for receiving and disseminating information into the Legal Ombudsman from external organisations such as Approved Regulators, training partners and other key stakeholders• Support the compliance and IT teams to ensure: archiving of content in accordance with laid down procedures; compliance with all legislative requirements; and accessibility for all users both internal and external• Liaise with the policy officer and communications team in relation to publishing information such as reports, trends and Ombudsmen decisions.

• 

  Business Link West Midlands

  • United Kingdom
  • Farming
  • 1 - 100 Employee

  • Knowledge & Information Officer (Business Intelligence Unit)

    • Oct 2010 - Jun 2011

    To provide knowledge, information, analysis and recommendations relating to all aspects of business support identifying potential for continual improvement and efficiency gains.• Managing the Business Link West Midlands website, including uploading new content and tracking visits• Responsible for maintaining and updating content of company intranet via SharePoint• Researching and writing new content for web and intranet use• Managing BLWM Twitter, LinkedIn, Facebook and You Tube accounts• Assisting with proof reading external literature• Writing articles for monthly e-newsletter and sending via CommuniGator software • Using knowledge management tools and techniques to enable the organisation to share its knowledge• Filming, video editing and file conversion in order to produce webcasts for the organisation• Performing new starter inductions, intranet training sessions and knowledge elicitation interviews• Managing own workload and prioritising projects in line with SLAsAchievements• Implemented successful innovations that have increased intranet usage such as webcasts and live blogs • Designed and developed bespoke SharePoint sites that have enabled more effective communication• Excellent feedback from training courses and knowledge elicitations • Specially selected to be a key member of the new Business Intelligence Unit

  • Knowledge & Information Officer

    • Apr 2009 - Oct 2010

    To support and contribute towards the delivery of Business Link West Midlands (BLWM) Knowledge and Information strategy, primarily focusing on the knowledge management and knowledge sharing objectives. The aim of these objectives is to improve the organisations efficiency and effectiveness in the way it uses and shares its knowledge and information.• Responsible for new & existing content of company intranet via SharePoint• Closely aligned with client-facing BLWM teams in order to promote best practice and increase efficiency• Acting as a knowledge intermediary i.e. someone who connects knowledge seekers with knowledge sources within the organisation.• Managing own workload and prioritising projects in line with SLAs• Using knowledge management tools and techniques to enable the organisation to share its knowledge• Sharing best-practice project methodologies, knowledge transfer and setting up Communities of Practice (CoPs) via SharePoint• Managing the Business Link West Midlands website, including uploading new content and tracking visits• Filming, video editing and file conversion in order to produce webcasts for the organisation• Performing new starter inductions, intranet training and knowledge elicitation interviews• Trained in Interwoven and Episerver CMS• Extensive work with departments to facilitate best practiceAchievements• Produced all the content for the new regional website• Excellent feedback from intranet training courses and knowledge elicitations • Implemented several innovations that have encouraged intranet usage such as webcasts and live blogs• Developed several new SharePoint sites to encourage collaboration

  • Information & Research Officer

    • Sep 2008 - Mar 2009

    To provide an information and research service which includes the research of business support services within the West Midlands and the development of content for the regional website, intranet and Knowledge Bank. To provide an enquiry service in response to queries received from clients, business advisers and staff.• Adding content to the intranet, Knowledge Bank and website and ensuring it is up to date• Researching and writing documents for both internal and external circulation• Responsible for e-marketing and pay-per-click campaigns & evaluating success rates• Providing an enquiry, research and support service for the contact centre and business advisers • Preparing pre client visit reports on local businesses for business advisory team• Proactively seeking and assessing relevant, up to date information and making it available to staff via the Knowledge Bank or the IntranetAchievements• Positive impact on Business Link’s pay per click campaigns via Google Ad words• Received excellent feedback for writing business support factsheets• Wrote October 2008 Regulation Changes brochure for external marketing, sent to over 10,000 businesses

  • Regional Information Officer

    • Mar 2007 - Aug 2008

    Provided advice and support to pre-start and start-up businesses within the West Midlands. Empowering businesses to have a positive impact on the West Midlands economy. Involved in several very successful projects promoting pre-start and start-up support; through outreach and engaging positively with local communities.• Performing an accurate initial diagnostic for all customers to enable them to successfully embark upon the client journey• Logging all client interactions accurately on Captavia• Developing and maintaining positive customer relationships over the phone• Sharing knowledge, best practice, relevant information and useful contacts with team membersAchievements• Consistently exceeded KPIs of customer satisfaction (92.5%) and market penetration targets• SFEDI co-ordinator for a group of 5 students who all successfully achieved accreditation • Achieved client engagement target within first 3 months of starting a new ICT pilot project

• 

  Lloyds TSB

  • Business Customer Adviser

    • Jan 2004 - Mar 2007

    Employed by this major bank I was responsible for liaising with business customers on a daily basis, handling and resolving their queries and concerns regarding business bank accounts. Providing excellent customer care to companies, ranging from sole traders to multi-national organisations, whist complying with strict banking protocol and company targets was a vital part of this role. I was also responsible for training new members of staff and raising their knowledge of procedures.

• 

  William Hill

  • Deputy Manager

    • Jan 2002 - Jan 2004

    Managing this busy licensed betting office, I was responsible for all aspects of processing bets from members of the general public. As well as accepting bets I also carried out ‘settling’ procedures, handling cash, operating tills, completing all relevant documentation by keeping accurate and up-to-date accounts and records, banking monies, and managing cashiers. Customer service and satisfaction was an important aspect of this post and I was always aware that a satisfied customer returns and encourages word of mouth referrals. I was also a qualified Job Instructor which involved training junior staff.