Experience

Taylor Made Financial Planning

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Operation and HR Support

  • May 2019 - Present



B&Q

• United Kingdom
• Retail
• 700 & Above Employee

• Planning Manager

  • Jun 2018 - Dec 2018

  In June 2018, B&Q announced they would remove the installation service offer which resulted in the decommissioning of the Homefit proposition affecting 340 employees.• Lead member of the closedown team to ensure the proposition is decommissioned effectively, closing 16 nationwide offices, whilst continuing to install 7000 customers’ kitchens and bathrooms worth £40m• Creation of legacy team to manage customer warranties for the coming 5 years – £4.5m spend, circa 20,000 claims• Removal of installation branding across multiple platforms• Developed and launched incentive programme for colleagues with a spend of £20,000

• Central Installation Planning Manager

  • Jun 2015 - May 2018

  Leading the central installation team to support 320 employees, 1400 installers and 20,000 installations per annum. • Key systems business partner with expert knowledge of complex installation systems aiming to achieve a balance of operational performance and resource plans to deliver reliable, strong levels of service • Management of systems change projects across 16 sites to deliver cost effective results on time and on target• Business lead on transformational systems change including total update of all systems, process and procedure updates, training and rollout plans.• Communication owner of timely and relevant communications to 340 employees, associated teams, 1400 installers and 300 stores• Content owner and contributor of in-house training books guides and internal intranet.

• Installations Pricing and Marketing Manager

  • Feb 2010 - May 2015

  Responsible for the marketing and pricing activity of B&Q installation division including:• B&Q Homefit sub-brand owner for £80 million turnover department with the responsibility for sign-off of all customer facing installation messages across multiple channels. • Creation of material on diy.com which has c45 million views a day, to support Homefit sales and promotion of the service• Created, maintained and delivered a marketing activity plan that incorporates the wider business• Regularly liaised with the commercial teams to support the promotion of Homefit on relevant product ranges• Worked closely with Marketing/Omni/Digital to ensure brand guidelines are adhered to and consistently applied across all formats for customers and colleagues.• Uses expertise and knowledge of the UK installation market to deliver continuous improvements to the price files and schedules, reducing skus to make easier thus supporting the growth of installations sales and margin growth to achieve budget for £80million price file.• Balanced the commercial needs of the business, whilst considering wider market installer payment levels along with retail prices across sheds and independent providers• Regularly reviewed and analysed the impact of changes to installation lines and the wider business

• Installation Compliance Manager

  • Feb 2009 - Jan 2010

  Leading the compliance function to ensure the safety and protection of installation customers, installers and the B&Q brand. Ensured adhesion to industry regulations and governance controls with external vendors in line with B&Q & Kingfisher requirements, delivering a world class and continuously improving compliance function.

• Divisional Support Office Manager

  • Sep 2007 - Jan 2009

  • Creation of new Divisional Support Office with a strong & motivated team built on trust & high performance • Management of complete process reengineering delivered to 40+ staff• Write, communicate and implement strategic closure plan for the Installations Service Centre and move to an outsource solution.

• Service Centre Divisonal Manager

  • Jan 2006 - Aug 2007

  • Engage 6 Team Leaders and over 80 staff to develop working relationships with customers, fitters, stores, product suppliers and field colleagues to ensure efficient project management of 20,000 + kitchen and bathroom installations per annum.• Instigate & encourage process changes for revenue, quality & productivity gains across the division. Including changes to executive reporting, advisor processes & quality monitoring, • Achieved a reduction of projects over running their completion date by 17%• Driving performance through setting and managing KPI’s with ongoing support and development of staff. Staff recruitment, selection process and performance management

• Project Manager

  • Jan 2004 - 2006

  An integral part of the development team contributing to the development of the Installation Centre, co-ordinating all aspects of developing and implementing new procedures.• Project management of multiple individual project work streams including the creation of project briefs and plans, conducting workshops, networking with key stakeholders and writing of processes and procedures.• Develop, test and implement system change and carry out post implementation reviews

• Team Leader

  • 2000 - 2004

  • Installation Centre systems UAT manager responsible for the introduction of new systems ensuring the successful testing, delivery and completion of all changes, on-going super user responsible for reporting/database cleansing.• Undertake all activities with managing a team of 18, including interviews, rotas, targets and KPI’s and appraisals• Identify and resolve customer issues to a satisfactory conclusion, and investigation of root causes.• Liase with suppliers, stores, fitters, SIM’s and all levels of management• Installation Service Centre training rolled out to 50 nationwide B&Q stores

• Customer Service Advisor

  • 1994 - 2000

  • Dealing with Head Office customer complaints and issues with focus on installation issues• The setting up and running of a remote Customer Service Unit based within a key kitchen supplier.• Developing procedures and protocols to allow the unit to operate effectively.• Influencing decisions on complaint resolution including emergency overnight deliveries and compensation claims.



Connell Estate Agents

• PA and Branch Secratary

  • 1993 - 1994

  • PA and Branch Secretary for National estate agency.• Responsible for the production of monthly and weekly figures and all administration work. • PA and Branch Secretary for National estate agency.• Responsible for the production of monthly and weekly figures and all administration work.



Brown and Root, Defense and Industrial

• Secretary

  • 1992 - 1993

  • Senior Secretary within the Personnel Department. • Liaison with Directors and staff at all levels, recruitment agencies and staff job applicants. • Arrangement of interviews, training, meetings etc. • Senior Secretary within the Personnel Department. • Liaison with Directors and staff at all levels, recruitment agencies and staff job applicants. • Arrangement of interviews, training, meetings etc.



Misselbrook and Weston

• Site Investigator

  • 1984 - 1992

  • Site Investigator reporting to Development Director. • Research and investigation of prospective sites for Retail Convenience Stores. Dealing with vendors, estate agents, council offices and developers. • Assistant to the Company Accountant. • Site Investigator reporting to Development Director. • Research and investigation of prospective sites for Retail Convenience Stores. Dealing with vendors, estate agents, council offices and developers. • Assistant to the Company Accountant.