Head Of Operations

• Nov 2021 - Present

Residential Centres Director

• Jan 2014 - Present

CHSC provides language courses for international students, operating 10 residential summer schools. I was hired into this operational leadership role to manage this independent residential centres business unit, part of the wider language school, and transform company into an industry-leading course provider. Key achievements include: ◼️Drove forward an intense programme of process development which propelled the company into the top 10% of accredited UK schools, winning a prestigious STM Star Award. ◼️Improved service levels in all areas of operations, resulting in increased customer satisfaction and increasing customer retention rates by 12%. ◼️Rebranded CHSC as independent brand, decreasing student recruitment costs by 8% over 2-years and increasing profit margins by £300k. ◼️Led IT procurement projects to improve company-wide resilience and efficiency. ◼️Developed a small staff into efficient and flexible management team with an inclusive, positive and professional business culture. ◼️Promoted personal development, coaching and motivating staff to take on additional responsibilities, resulting in a team committed to a high standard of work.

Operations Manager

• May 2003 - Jan 2014

SHSH is one of the UK’s largest chain of residential EFL summer schools at contracted residential venues around the UK. I led operations through a 10-year growth period which saw turnover and student throughput increase, playing a vital role in building the company’s reputation for customer service. Key achievements include: ◼️Designed and implemented operational procedures to transform SHSH into an industry leader in operational effectiveness and drive growth, scaling up from <£100k profit in 2003 to £1.2m in 2013. ◼️Project manage peak season to ensure all advance provision of operational requirements including accommodation bookings, supplier arrangements, purchasing and delivery of materials. ◼️Managed spends on key budget areas including accommodation and transport. ◼️Managed individual accommodation contracts worth £1m+ and responsible for controlling accommodation expenditure of £2.7m+ p/a. ◼️Supported new business development by building and nurturing agent relationships, developing marketing materials and attending trade fairs.

Summer School Centre Manager

• 2000 - 2003

Summer School Centre Manager

• 2000 - 2003