Experience

South Norfolk and Broadland District Council

• United Kingdom
• Government Administration
• 1 - 100 Employee

• Customer Service Co-ordinator

  • Oct 2022 - Present

  First line manager of a small team of Customer Service Advisors, Scanning and Post team within the South Norfolk and Broadland One Team organisation. Providing professional help, support and advice to the team at a time of organisational and locational change. To provide professional line management to the team, including training, annual leave, and expenses. To support the business and Management team with various reports covering public footfall, phones, complaints, social media, and email correspondence. To monitor expenditure and authorise essential invoices supporting business to continue. To produce working instructions to support the delivery of reports, and management of the team. To review and consider how council performance can be improved and enhance the customer experience, and show value for money. To look for efficiencies that can be implemented and enhance the workforce diversity and provide them with the opportunity to expand their skills, improved work life balance and provide with reasons to stay an employee.



South Norfolk Council

• United Kingdom
• Government Administration
• 100 - 200 Employee

• Customer Service Agent

  • Nov 2021 - Nov 2022

  Working as a Customer Service Advisor within South Norfolk and Broadland District Council. This is a new role for me working in a more customer facing role both on the phone and face to face. Unlike working for BT the customers here are residents of the district council and have vary needs and requests. As a customer advisor you need to have a broad understanding of the services provided to the council and an understanding of where to look for those requests that are not covered by the council and try and offer the customer a route to those that may be able to help them. As an advisor you can be working with local residents, to small & medium business and have the skills to help when required. The role is very varied and I am still learning the skills I need to fulfil this role.



NATURAL SPA SUPPLIES LIMITED

• United Kingdom
• Retail

• Warehouse, IT & Internal Communications Manager

  • Jul 2020 - Dec 2021

  To set up and maintain the companies stock location and records, maintain active and accurate stock levels. Develop internal procedures and standard documentation. Set up and maintain internal IT and Communication systems, monitor system use and ensure compliant to companies ethos. To set up and maintain the companies stock location and records, maintain active and accurate stock levels. Develop internal procedures and standard documentation. Set up and maintain internal IT and Communication systems, monitor system use and ensure compliant to companies ethos.



BT (Retired)

• Retired Project / Programme Office Manager

  • Aug 2015 - Jul 2020

  I am currently retired and enjoying life after 40 years working for BT in various roles and responsibilities. My last role was as a Programme Office Manager working on a Government Project. I am currently retired and enjoying life after 40 years working for BT in various roles and responsibilities. My last role was as a Programme Office Manager working on a Government Project.



BT Global Services

• Programme Office Manager - HO WAN Programme

  • Oct 2014 - Jul 2015

  Programme Office Manager running the whole programme office producing Governance documentation, SharePoint Site, Managing Document Control, Documentation Issue, Documentation sent between BT and the HO, Risk Management, Obligation Reviews, and Financial Reporting Programme Office Manager running the whole programme office producing Governance documentation, SharePoint Site, Managing Document Control, Documentation Issue, Documentation sent between BT and the HO, Risk Management, Obligation Reviews, and Financial Reporting

• PMO/Planning Manager (Credit Suisse Account)

  • Apr 2013 - Aug 2014

  Develop, drive and manage planning/resourcing/risk management/change management and document standards across the programme. To consolidate plans on a single plan/server programme plans. To conolsidate and prioritise Risks & Triggered Risks for the programme and to control chnages to the programme. Also challenge project managers on their planning standards and chase PM’s for their updates on a weekly basis, then challenge the number of tasks that are past due date.

• PMO - Planning Manager (Rolls Royce Account)

  • Jul 2012 - Mar 2013

  Develop, drive and manage planning standards across the programme and to consolidate these plans on a single plan/server. Challenge project managers on their planning standards and chase PM’s for their updates on a weekly basis, then challenge the number of tasks that are past due date.

• L2C Cluster Delivery Project Manager - Openreach

  • Apr 2011 - Jul 2012

  I deliver software enhancements on the Openreach CP Test Platform to align with the Openreach L2C & T2R delivery platform. There are normally 3 Major deliveries & 3 interim deliveries each year. Annual Budget £1.1m. I have to work with a number of external suppliers and across BT internal boundaries.

• Test Delivery Project Manager - Openreach

  • Jun 2009 - Apr 2011

  Project Managed from an Openreach perspective the delivery of a new front end to the Openreach Customer Verification Facility (CVF) and CVF deliveries and finance. Also work closely with the Openreach CP Customer Engagement Managers. Also had to work with external suppliers, and across BT internal boundaries.

• Security Project Manager - Credit Suisse

  • Jun 2007 - Jun 2009

  Within the BTGS Credit Suisse Programme I was leading 3 Security Projects:(1) Provision of an access Infrastructure for Security Changes(2) External Security Boundary Consolidation and uplift(3) Automated Firewall administration ProcessThese projects had a global reach and sites in the UK, Europe, APAC and North & South America

• Network Infrastructure Project Manager - NATS

  • Mar 2006 - Jun 2007

  Controlled the delivery of a network and equipment upgrade to approx 100 sites across the UK. This required co-ordination within the various BT departments Airport & Radio Site security and the customers engineers.

• Various See below

  • Jul 1975 - Mar 2006

  During these years I held a number of positions from apprentice to:Network Test EngineerPrivate Circuit Designer & ManagerISO9001 BT Internal Quality Manager & AuditorService Design ManagerTeam Manager of teams between 6 - 20 peopleBroadband Design Project ManagerProgramme Office Manager