Experience

E D P Drug & Alcohol Services

• United Kingdom
• Individual and Family Services
• 1 - 100 Employee

• Director of Operations

  • Jan 2023 - Present



EDP Drug and Alcohol Service

• Head of Service and Development

  • Dec 2019 - Jan 2023

  Manager of the Together Drug and alcohol substance misuse and complex needs contract. CQC registered manager for Service

• Service Manager

  • Sep 2019 - Dec 2019



Addaction

• United Kingdom
• Non-profit Organizations
• 300 - 400 Employee

• Operations Manager -Criminal Justice

  • Mar 2018 - Sep 2019

• Criminal Justice Team Leader

  • Jul 2017 - Mar 2018



EDP Drug and Alcohol Service

• Criminal Justice Recovery Worker

  • Oct 2016 - Jul 2017

• Substance Misuse Recovery practitioner

  • Aug 2015 - Oct 2016



Census Data

• Channings wood prison

• Team lead

  • Mar 2015 - Aug 2015

  Instructor for offenders in customer service Managing day to day role of automatic outbound dialling Building relationships through 1:1s to assist with rehabilitation through job opportunities and housing. Instructor for offenders in customer service Managing day to day role of automatic outbound dialling Building relationships through 1:1s to assist with rehabilitation through job opportunities and housing.



EDF (UK)

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Service Manager Smart Metering

  • Mar 2013 - Aug 2014

  • Managing a team of 15 advisors to achieve expected performance related targets through coaching, 1-2-1’s and information providing• Managing 4 coaches to ensure maximising performance• Analysis of current back office tasks to improve overall handling of tasks and reduce the volume of tasks needing to be completed by focusing on certain aspects and understanding the reasoning behind them• An increase in quality on the team by using key areas to focus on for improvement, completing regular updates and ensuring that they are committed to their targets reducing attendee costs• Introduced a wellbeing fortnight pledge to the team using information form the wellbeing survey completed across the business to understand key areas where people wish to enhance their knowledge and completing regular initiatives with thee measurable being a reduction in absentee costs Show less

• Resource Management Manager Southwest

  • Apr 2012 - Mar 2013

  • Managing a team of Telephony Analysts to be able to meet required shareholder, CSL and SLA expectations• Managing the relationship between all Resource Management sites with the South West and the relationship with all other sites within the UK• Overall responsibility for all Southwest Resource Management.• Sending clear and concise communications to the Southwest teams on updates and news• Implementing a new focus for my Analysts to work closer with the operational business to be able to meet their requirements in regards to completion of work, front office and back office• Agreeing and setting challenging targets and ways in which to develop• Regular 1-2-1’s with my team to discuss performance, expectations, development, understanding and progression• Working with the Management team to understand their needs and the customer needs to be able to effectively assist them in their roles• Delegating tasks to my team based on experience, skill set and development needs• Working with Senior Management to provide priority criteria’s of work across the Southwest• Providing reports to Managers and recommendations for changes to quality and performance Show less

• Customer Service Manager

  • Jun 2009 - Apr 2012

  • Managing the transition of workload from one B2C site in the South East to another B2C site in the South West:o Analysis of data to ensure that work completed gains the most benefit on Bad Debt Chargeo Working with our Business Analysts to ensure correct working of accountso Creating new, and building on existing training packages to be relevant to current expectationso Liaising with other areas of the business on all different levels to ensure the smooth transition of the work and to ensure a security in the movement of the work• Selected for the Leadership Twinning Programme whereby managers across Europe meet to discuss ideas to build business, management experience and communication and presentations skills.o Arranging all details for my exchange visit to France to stay with a colleague, this included flights, hotel stay and trains, guides and schedules for three foreign visitors from France and Slovakia, ensuing that they are set up in a hotel, providing tours of local area and presentation on the British part of EDF Group.o Completing presentations for a return visit with our European colleagues to discuss different working methods, and presenting this to my peers and the Directors of EDF Group.• Researching and implementing an incentive for my area, ensuring that budgetary and audit requirements are met.• Managing a team of people in their day to day roles including:o Managing a new team of staff from initial training through to going liveo Completing regular coaching, one to one sessions and evaluations of team members.o Managing quality within the team to ensure a high level of service for our customers, this includes proof reading letters, auditing and quality check accounts, side by side coaching and regular 1-2-1’so Managing escalated queries for customers via written or verbal communication.o Managing HR issues accordingly and the renewal or termination of Fixed Term Contract staff. Show less

• Team Performance Coach

  • Oct 2007 - Jun 2009

  • Coaching my team to develop in their roles.• Managing multiple tasks on a daily basis and prioritising to work them effectively and with no disruption.• Reporting on team and area performance for my Manager and ensuring that information is clear and concise.• Presenting new information to advisors in an entertaining and thought provoking way.• Setting up and managing filing system for all of the team to aid in efficient management.• Analysing work to identify issues and ensuring that they are communicated effectively and my support is given to making any necessary improvements.• Completing development plans for my team to ensure that they are meeting both individual, personal and company targets.• Delegating work to ensure that there is development for other advisors and ensuring that I monitor this development.• Driving friendly competition by showcasing teams’ improvements through motivation and challenges.• Breaking down company targets and reports to appeal to my team on a smaller scale ensuring they understand their direct responsibility in achieving set targets.• Liaising with external agencies and events companies Show less

• Agency and Performance Administrator

  • Jun 2007 - Oct 2007

  • Creating training packages and completing the training for experienced members of staff.• Working with the Managers, setting guidelines to ensure consistency and improve quality.• Creating and testing web forms to ensure that we are receiving maximum results from minimum input.• One to one training with new inductees.



EDF (UK)

• United Kingdom
• Utilities
• 700 & Above Employee

• Debt Management Advisor

  • Aug 2002 - Mar 2007

  Customer Service/Debt Management experience within various departments. • Proficient in the use of Microsoft Office including Ms Word, Excel and Power point. • Effective communication when interacting with colleagues, other departments and customers to resolve account queries. • Proactively arranged movement across departments to learn new business processes and procedures. • Collated information from other areas of the business to provide a central internal support website. • Managing, setting up and reporting the system issue process. Show less