Experience

The Health and Care Professions Council

• United Kingdom
• Public Safety
• 100 - 200 Employee

• Registration Appeals Manager

  • Oct 2016 - Present

  • I lead, manage and coach a Registration Team within the Registration Department. • Oversee and provide guidance on the management of Registration Appeals process. • Solely responsible for the management, investigation and preparation of Registration Appeals. • Contribute to the design, development and implementation of processes to support the work of the department. • Liaising with colleagues at the HCPC on issues relating to the operation of the HCPC Register. • To ensure that a high quality of customer service is provided to all stakeholders, both internal and external. Show less

• Registration Manager (Secondment)

  • Mar 2016 - Oct 2016

  • I managed an operational team within the Registration Department that covers the processes around registering Health and social work Professionals onto the HCPC Register.• Ensured that the Registration Department adopts best practice customer service initiatives and that these are sustainable in the long term.• Liaised with HCPC partners, including (but are not limited to) Registration Assessors and Continuing Professional Development Assessors. • Contribute to or manage major projects within Registration Department and the whole of HCPC as required Show less

• Registration Manager (Acting Up Position)

  • Oct 2014 - Mar 2016

  • Responsible for the day-to-day management of a Registration team within the Registration Department. • Monitored workflow performance against HCPC service standards. • Ensured effective communication channels within the team and to other relevant areas of the business. • Trained and managed a large team of Partners working for the Registration Team, providing support and advice on the registration procedures and legislation. • Displayed knowledge regarding all aspects of the processes, procedures and work of the HCPC and to have regard to the relevant legislation regarding registration processes. Show less

• Team Leader

  • Apr 2013 - Oct 2014

  • Assisted the Registration Manager with leading, managing and coaching a Registration Team within the Registration Department • Supported the Registration Manager with managing an operational team that covers the processes around registration. • Assisted the Registration Manager with the day-to-day running of a Team within the Registration Department and to cover for other Team Leaders and deputise for Registration Managers in their absence. To assist with the management of the work of Partners • Supported the delivery of HCPC’s Customer Service Strategy and be aware of developments in service delivery best practice. Show less

• Registration Advisor

  • Jun 2011 - Apr 2013

  • To respond to telephone or personal enquiries from applicants and registrants about issues relating to registration• To provide an effective and efficient data and payment processing, recording and verification service for HPC registrants and those applying to come onto the HPC register• To participate in the continued development of registration services, in line with the business plan• High level of written and oral communication skills, including the ability to liaise effectively with customers from all different backgrounds and at all levels Show less



Investors in People/UKCES

• London, United Kingdom

• Customer Service Officer

  • Jun 2008 - Apr 2011

  Based in the head office as a CSO, being the first point of contact for customers and ensuring that customer relations are monitored and managed effectively. • Manage the customer service line, being the first point of contact for organisations, partners and the general public, providing accurate and excellent customer service via telephone, email, website and post. • Ensure all enquiries were logged in IIPUK’s Customer Relationship Management (CRM) System, ensuring that customer information is accurate and up to date. • The first point of contact for complaints received at IIPUK and the resolution of them (escalating where ever necessary), as well as managing requests under the Data Protection and Freedom of Information Acts. • Liaise with Delivery Network (9 centres regionally, Northern Ireland, Scotland and Wales) to ensure that customer service and complaint handing is "joined up" across Investors in People. • Ensured all corporate policies and procedures are adhered to, ensuring value for money is secured, risks and IIP’s reputation is managed. • Work closely with the Customer Service Manager and Head of Employer Engagement to consistently review the customer handling process and suggest ways of improving the service we provide. • Selected data, set up and produced statistical reports and managed information in response to requests • To create and keep up to date a number of draft templates responding to regular enquiries received on the customer service line Show less