Experience

Our Health Partnership

• Hospitals and Health Care
• 1 - 100 Employee

• Head of People and Practices

  • Oct 2021 - Present

• Partnership Services Manager

  • May 2019 - Oct 2021


Grafton Road Surgery
• United Kingdom
• Medical Practices
• 1 - 100 Employee
• Practice Manager

  • Aug 2017 - May 2019


Hall Green Health

• United Kingdom
• Medical Practices
• 1 - 100 Employee

• Interim Practice Operations Manager

  • Apr 2016 - Aug 2017

  • Daily management of the practice• Communication across clinical & non-clinical areas• Working closely with Exec team• Recruitment• Liaise with Finance Team to ensure profitability• Management & development of practice staff• Staff appraisals & 1-2-1’s• All aspects of HR• Dealing with complaints by all medias• Monitor & update/formulate new polices as deemed necessary• Identifying/facilitating/writing/delivery of training• External liaison with other NHS/third sector/community agencies

• Patient Services Manager

  • Mar 2013 - Apr 2016

  Working as part of a senior management (non-clinical team) within the N.H.S.• Managing all reception staff (42) and functions including 4 Team Leaders and responsible for delivery and improvement of all patient facing services at a large G.P. surgery with 27k patients, 18 partners, 5 salaried G.P’s plus locums, H.C.A’s and Nurses.• Key priority is to improve the customer/patient experience• Strategic planning for processes ensuring policies and protocols are followed within the practice meeting targets as set within CQC, NHS, CCG etc• Performance management of staff including 1-2-1’s and appraisals• Implementation of Performance Improvement Plans• To be aware financially of costs and income for the practice• To engage with service users and outside agencies/partners• Identify training needs including all mandatory training• Write and deliver training to staff • Recruitment and selection of staff Non-clinical lead for safeguarding• HR issues relating to staff; job descriptions, contracts, annual leave, sickness management, disciplinary process



Bournville Village Trust

• United Kingdom
• Non-profit Organizations
• 1 - 100 Employee

• Helpline Operator

  • Jan 2012 - Aug 2012

  Working for a local community charity part of Bournville Village Trust. • Answering incoming emergency calls from residents • To prioritise the reaction to calls • Liaising with outside emergency services • Ensuring that callers are helped efficiently & appropriately • Working shifts including nights Working for a local community charity part of Bournville Village Trust. • Answering incoming emergency calls from residents • To prioritise the reaction to calls • Liaising with outside emergency services • Ensuring that callers are helped efficiently & appropriately • Working shifts including nights



Victim Support

• United Kingdom
• Civic and Social Organizations
• 700 & Above Employee

• Service Delivery Manager

  • Apr 2002 - Nov 2011

  Working for a national charity that supports victims and witnesses of crime. • Successful implementation and achievement of nationally agreed KPI’s on a year on year basis • Review of working practices against current policies and as a result implemented revised processes and service improvement for the benefit of clients and staff • Reporting to Line Managers on successful achievement of agreed branch targets evidenced through written reports • Management of a team consisting of 6 paid employees and 25 volunteers • Responsible for monitoring achievement of agreed targets for paid employees by regular performance appraisal reviews • Supervision of volunteer group to ensure that service provided met with agreed levels of delivery • Utilising data available for employees and volunteers to manage and plan future training requirements • Responsible for the review of the core training package for volunteers and new staff that was taken forward as the agreed national training standard • Delivered core training and the training of specialised areas to all staff and volunteers to support individual development • Responsibility for fundraising to meet national targets.



EXTRA CARE FOR ELDERLY PEOPLE LIMITED

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Coordinator of Volunteers

  • Oct 2000 - Sep 2002

  This company is a national charity supplying supported living/nursing home care for people of varying abilities/disabilities. • Responsible for recruitment, training and retainment of volunteers to befriend residents • Develop training packages for volunteers • Deliver training to volunteers/befrienders • Raise profile of nursing home within the community by arranging media and networking events • Arranged, co-ordinated and delivered events and entertainment for residents. This company is a national charity supplying supported living/nursing home care for people of varying abilities/disabilities. • Responsible for recruitment, training and retainment of volunteers to befriend residents • Develop training packages for volunteers • Deliver training to volunteers/befrienders • Raise profile of nursing home within the community by arranging media and networking events • Arranged, co-ordinated and delivered events and entertainment for residents.



Samaritans

• United Kingdom
• Non-profit Organization Management
• 500 - 600 Employee

• Volunteer

  • May 1998 - Oct 2001

  Working as a volunteer for a national charity. Completing two four hour shifts per month along with one overnight nine hour shift per month. • Answering telephone calls from service users who are going through crisis and may have suicidal thoughts or intentions • Utilising listening and questioning skills to support the caller in seeing their situation in a different light and helping them to find solutions. Working as a volunteer for a national charity. Completing two four hour shifts per month along with one overnight nine hour shift per month. • Answering telephone calls from service users who are going through crisis and may have suicidal thoughts or intentions • Utilising listening and questioning skills to support the caller in seeing their situation in a different light and helping them to find solutions.



Waterstones

• United Kingdom
• Retail
• 700 & Above Employee

• Sales Account Manager

  • Jan 1998 - Sep 2000

  Promoted to Account Sales Manager, main responsibilities included:• Implementation of a change programme through the review of processes and alignment of the organisational structure for optimum achievement of targets and profit• Responsible for all account sales to schools, libraries, universities and businesses• Managing a team of 10 staff to achieve profit lead targets in a 1.5 million pound business• Setting agreed budgets, working and achieving them for detailed profit and loss schedules• Negotiating with customers to agree mutually beneficial costs and services.

• Academic Floor Manager

  • Jan 1995 - Dec 1997

  Promoted to Academic Floor Manager, main responsibilities included:• All academic sales for the flag ship store. Negotiation with Publisher Representatives to ensure that the optimum number of the right titles were ordered at a competitive price to ensure that returns were at a minimum and profit maximised• Managed a team of 15 including production of staff rotas to ensure the branch ran smoothly• Setting and agreeing annual individual targets for my team. Carrying out quarterly appraisals to review performance and agree their outcome at the end of the year• Coaching staff to support them in their achievement of their targets. Identifying development areas and arranging training as required.

• Store Manager

  • Dec 1992 - Dec 1994

  Promoted to Store Manager, Coventry Iniversity campus. Main responsibilities included:• Meeting annual branch budget of £350K through monitoring against staff costs, premises costs and overheads• Meeting the target of a reduction in shrinkage by improved security and sales techniques.

• Assistant Store Manager

  • Jul 1991 - Nov 1992

  Promoted to Assistant Store Manager, Aston University campus. Main responsibilities included:• Working alongside the Store Manager to ensure that books required by University students were available at the right time by liaising with lecturers• Ensuring that the stock purchased was sufficient for student demand and purchased at the best value. As a result the budget of £188K was met.

• Department Manager

  • Jun 1990 - Jul 1991

  Promoted to Department Manager, main responsibilities included:• Awareness of media book reviews and utilising this information to make decisions on what and where best to order specific stock to meet future customer demand• Negotiated with agencies and liaised with media routes to organise book signing sessions to further promote the business • Managed a team of 11 including staff rotas, appraisals and identification of learning needs to ensure the branch ran smoothly.

• Senior Bookseller

  • May 1988 - May 1990

  Working in an outlet of a large retail chain store within the book trade.• Responsible for the purchase of stock from Book Sale Representatives through the negotiation of stock purchases on a sale or return basis • Advising customers on book purchases• Ensuring that the sales floor remained tidy and assisted customers on finding suitable books