Business Manager

• Nov 2022 - Present

National Diabetes Prevention Team Manager

• Jun 2017 - Nov 2022

Ingeus deliver services across employment, health, justice and youth. Helping people find jobs, improve skills and support their health and wellbeing.• Managing a large and multi-channel teams through remote working in a contact centre/admin focused environment. working alongside NHSE on the National Diabetes Prevention Programme making sure contractual agreements/performance are met and exceeded.• Influential stakeholder working alongside operations teams delivering the face-to-face service and the scheduling team to ensure participant demand is met and any waitlists are kept to a minimum.• Authorised to sign off expenses, overtime and any additional budgetary requirements for the department.• Responsible for forecast and planning, staff schedules and dialler/real time management.• My department have made us the lead provider with a referral to start rate of consistently >50% reaching 57% in December 2021.• Implemented Interpreters live for deaf participants whose first language is British Sign Language • Recruited, trained, and developed >80 FTE through growth key in coaching individual performance and leading a team to achieve financial and organisational objectives.• Key stakeholder in developing a new CRM for the division playing a key role in configuration, testing, training, and implementation.• Pivotal in the transformation of service delivery in 2020 from face to face to a remote service during the COVID19 pandemic and then the resumption of a face-to-face service in April 2022.• Have successfully led the department though a cultural change, embedding critical behaviours and creating a target focused environment whilst introducing conversion alongside standard productivity measures. Show less

Operations Manager Metering & Consumption

• Jun 2014 - Jun 2017

Extra Energy Supply Ltd (trading as extra energy) was an independent retail energy supplier based in Birmingham, England. It supplied gas and electricity to domestic and small business customers. • Had various roles including Team Manager, Deputy Call Centre Manager then finally Operations Manager for 4 operational areas in a back-office environment, managing managers to meet service level agreements for Meter Installation, Meter Reads, Disputed Reads. • Responsible for setting up an expanding call centre which was a new entrant in the energy market with a very aggressive growth plan from 0 to 120 FTE (10 Team Manager direct reports) within 1 year. • Set up a second line support team for front office to support new starters and less experienced advisors. Show less

Team Manager

• Sep 2006 - May 2014

Responsible for 14 Customer Administrators in a back office environment. Managing individual quality and performance on a day to day basis ensuring all HR and local working practices are adhered to. Meet and exceed department KPI's whilst playing a main part in helping the centre achieve the overall target both locally and globally with the implementation of short interval control boards. An expert in the change of supplier process in the utility industry for both gas and electric, responsible for managing debt and retaining customers where possible. I have a good understanding of the regulations set out by the industry and strive to be 100% compliant in all aspects of my field. Show less

Area Sales Manager

• Feb 2006 - Sep 2006

• Managed a geographical area of the West Midlands recruiting representatives through Sales Leadership. • Managed 400 existing Sales Representatives and increased area revenue by 20%. • Maximised area sales through product knowledge and encouragement of regular orders. • Adhered to all aspect of the companies HR policies. • Managed a geographical area of the West Midlands recruiting representatives through Sales Leadership. • Managed 400 existing Sales Representatives and increased area revenue by 20%. • Maximised area sales through product knowledge and encouragement of regular orders. • Adhered to all aspect of the companies HR policies.

Sales Manager

• Oct 1999 - Feb 2006

• Responsible for a team of 26 Reservation Advisors and a Sales Leader in a large call centre environment. • Managing individual quality and performance on a day to day basis ensuring all HR and local working practices are being adhered to. • Motivated and managed the team to meet service levels and reduce call abandonment rate. • Held relationships with Travelodge’s in the West Midlands which helped increase their occupancy by 15% by way of promotion and reducing cancellations • Managed a team of 10 Spanish speaking advisors following Travelodge’s growth in to the European market. • 99% success dealing with escalated customer queries and complaints. • Awarded with Team Manager of the Year in 2006 Show less