Project Manager

• Feb 2023 - Present

Prince 2 Agile Project Manager

• Feb 2022 - Feb 2023

Led multiple projects concurrently supporting clients with Cloud Services and Power BI implementations. Working with Enterprise Organisations and Public Services to deliver collaborative tools to their end users. Responsibilities - overall responsible for building out delivery plan, status reporting and running project meetings. Working with delivery team to ensure tasks are captured in DevOps. Led multiple projects concurrently supporting clients with Cloud Services and Power BI implementations. Working with Enterprise Organisations and Public Services to deliver collaborative tools to their end users. Responsibilities - overall responsible for building out delivery plan, status reporting and running project meetings. Working with delivery team to ensure tasks are captured in DevOps.

Head of New Business & Projects

• Jan 2019 - Dec 2021

Position based at one of the country’s leading energy efficiency companies in the Midlands. • Overseeing the provision of sales and aftercare services for commercial and B2B customers. • Accountable for delivering a seamless customer journey from beginning to end for all customers. • Overseeing the complaints and arrears management process to ensure regulatory compliance, optimal service levels, maintain high levels of customer satisfaction and brand loyalty. • Setting clear objectives and KPIs across the company as part of a robust restructuring process. • Direct line management and scheduling daily of 5 Heat & Gas Safety Engineers. • Performance management; conducting monthly 1:1 employee reviews to deliver constructive feedback and manage absenteeism or development issues. • Exceeding all monthly lead to sale conversions, consistently achieving 5%+ than set target. • Lead generation through PPC and face-to-face survey and quotation appointments. • Achieving a 50%+ lead to survey conversion rate, 10% higher than the monthly business target. • Project Management of new CRM System, working in collaboration with a software developer to optimise working practices whilst enhancing the customer experience and increasing sales. • Increased company revenue by over 53% through the implementation of new and redefined sales and customer service processes, as well as creating and delivering new staff training. Notable Accomplishments: • Achieving a 50%+ lead to survey conversion rate, 10% higher than the monthly business target. Show less

Head of Client Relations

• Jun 2017 - Jan 2019

Position based at specialist lead generation service provider for the heating and hot water industry. • Accountable for overseeing the daily operations of the Customer Service and New Business teams. • Implementing and maintaining a consistent service delivery focused company culture. • Performance management of a 7-strong team, identifying areas of improvement and coaching them to ensure all targets are met as well as support their development within the business. • Cultivating new business leads, whilst maintaining and building current client relationships. • Delivering consulting services for corporate clients to help them increase profitability and growth. • Development of efficient business systems, to ensure all targets are met on a cost-effective basis. Notable Accomplishments: • Developing a new Customer Service and New Business team from scratch; interviewing and recruiting, creating roles and responsibilities, working processes, targets and training all staff. Show less

Head Of Customer Relations

• Nov 2016 - Jun 2017

Role based at an award-winning boiler installations company servicing homes across England and Wales. • Overseeing the rebranding of the Operations Departments; implementing a new complaints process from scratch and creating accountability within the business to meet all legal requirements. • Accountable for the efficacy of the company complaints process in compliance with regulations and ensuring fair customer outcomes in accordance with Treating Customers Fairly (TCF). • Managing a robust team of Customer Relations Executives responsible for handling complaints, as well as the daily activities of the Technical and Scheduling Managers. • Maintaining a thorough knowledge of up-to-date regulatory guidance and Ombudsman updates. • Liaising with the Ombudsman Service to resolve complex complaints to a satisfactory outcome. • Root Cause Analysis of customer complaints to identify repeat issues and support decision making. • Proactive complaints management, swiftly identifying solutions for problematic installations. • Working closely with WHICH? Trusted Traders and the Furniture Ombudsman on complaints. Show less

Student Services Manager

• Nov 2014 - Nov 2016

Position based at training course provider serving the IT, development, teaching and events industries. • Operations management of the Personal Training Career Support Team, consistently achieving department targets to place a minimum of 85% of qualified students into the corporate partner gym. • Managing the student qualification and certification process in line with relevant awarding bodies. • Optimised team performance through extensive restructuring; rebranding the team into a customer service focused unit with embedded values and procedures. • Managing the complaint handling process across all business areas, ensuring responses were delivered within strict regulatory timescales and in line with the Treating Customers Fairly policy. • Delivering student loan support, referring individuals to relevant debt management charities. • Collating weekly and monthly MI data for the Senior Management Team and Board of Directors. Show less

Customer Relations Manager

• Aug 2012 - Sep 2014

Position based at the leading providers of property related services in the UK. • Handling a wide range of customer enquiries and complaints with ease, resolving or escalating issues in a timely manner in adherence to strict complaint handling policies and procedures. • Implemented process improvements which increased the number of first-time query resolutions. • Delivering insightful performance reports including strategic business improvement suggestions. • Providing flexible business support as required to the CEO and Senior Management Team. Show less

Case Officer

• Apr 2011 - Jul 2012

*Confirming the eligibility of each complaint for review under the member scheme, and the completeness of documents supplied by Registered Firms. *Identification of any further information required from a Complainant, a Registered Firm or any third party and the initiation of action to obtain such information. *Identify suitable cases where conciliation, mediation or early resolution can be applied. *Producing a reasoned argument leading to a recommendation to the Ombudsman as to whether the complaint is supported and, if so, whether compensatory award under TPO is merited and its amount; and to draft a Case Review accordingly. *Act and comply with all Company policies and procedures. *Analyse representations put forward by Registered Firms or Complainants and to advise the Ombudsman and draft the appropriate response. *Attendance of Case Officer meetings with the ombudsman. Show less

Customer Relations Manager

• May 2006 - May 2007

FSA Case Officer

• Mar 1998 - May 2006

Customer Care Consultant

• Mar 1997 - Mar 1998