Head of Delivery and Operations

• Apr 2023 - Present

Service Delivery Manager for Exeter, Teignbridge and East Devon

• Sep 2020 - Apr 2023

Providing operational and strategic leadership across all of Libraries Unlimited libraries. My role focuses on leading change to ensure that communities are engaged and involved, whilst libraries deliver the best possible customer experience; empowering staff; building strong and effective partnerships and supporting the ambitions of Libraries Unlimited as an innovative, sustainable, high performing charity.

Centre Manager

• Sep 2016 - Sep 2020

Overall responsibility for the running of Devon Centre Exeter including staffing, customer service and building issues. Responsible for profile building of the library and the services offered within the City and beyond. Led the team awarded winner of the Civic category at the 2019 Exeter Living Awards.

Senior Supervisor: Operations at Exeter Library

• Dec 2013 - Sep 2016

Day to day responsibility for frontline staffing rotas, customer service, security, health, safety and wellbeing and ensuring all operational processes are undertaken efficiently and effectively. Direct responsibility for managing / supervising a team of Customer Service Assistants in Devon’s flagship library.

Engagement and Volunteers Officer

• May 2013 - Dec 2013

Responsible for developing and delivering the OPCC's community engagement strategy and plan, including attending face to face events, public speaking and raising awareness of the organisation. This includes managing the relevant budget for delivery. In 2013 we spoke to over 3,000 people face to face about their policing budget priorities (double that of the preceeding governance body).NB: The OPCC is the replacement for the Police Authority and my service has been continous since October 2009 although roles have varied. Show less

Acting Staff Officer

• Nov 2012 - May 2013

Providing comprehensive, confidential, executive level support and information to the Police & Crime Commissioner including actively supporting and advising the PCC (within the boundaries of the role), undertaking research and drafting position papers on key issues, quality assuring, filtering and summarising communications addressed to the Police and Crime Commissioner, drafting responses to complex and bespoke correspondence, managing a creative diary of events and meetings that support the delivery of the PCC’s manifesto, including briefing and preparing the PCC. Show less

Community engagement lead/Policy Officer

• Oct 2009 - Nov 2012

As community engagment lead I am responsible for developing and delivering the Authority's community engagement strategy and plan, including attending face to face events, public speaking and raising awarness of the organisation. This includes managing the relevant budget for delivery. In 2011 we spoke to over 1,500 people face to face about their policing budget priorities. The next eight months see a period of massive transition to a new policing governance process. During this change project my portfolio now includes communications and informing the general public and partner agencies of the changes, and building relationships for future working. Show less

Community Justice Business Analyst

• Nov 2006 - Oct 2009

Performing the role of Project Manager on the local delivery of a central Ministry of Justice Programme – Community Justice. This includes: * development and maintenance of key project documentation including a risk register * maintaining the budget * reporting directly to the Senior Responsible Officer and providing updates to the multi agency project steering group, and attending national project managers meetings to share best practice * ensuring delivery at an operational level through multi agency forums * undertaking evaluations, analysing data and seeking to improve results based on findings Show less

Policy Officer

• Oct 2004 - Apr 2008

Writing of policies and procedures. This involves co-ordinating research and actions on many issues simultaneously Writing of policies and procedures. This involves co-ordinating research and actions on many issues simultaneously

Library Assistant / Weekend Library Manager

• Jun 1998 - Oct 2004

Dealing with members of the public, shelving books, processing returns and issues, working a switchboard, and other stock maintenance. Managing a small team running Essex’s busiest library at weekends. Dealing with members of the public, shelving books, processing returns and issues, working a switchboard, and other stock maintenance. Managing a small team running Essex’s busiest library at weekends.

Communications and IT Support Assistant

• Sep 2001 - May 2003

Providing sole point of contact in evenings on IT help desk for the university students and staff. Providing sole point of contact in evenings on IT help desk for the university students and staff.