Experience

Crown Wealth Consultants

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Practice Manager

  • Jan 2017 - Present

  Leading a multidisciplined team to produce high quality, accurate and personalised client services to facilitate better Adviser conversations and investment advice. Co-ordinating Administrative, Paraplanning and Business Development functions, in conjunction with our Advisers needs, to deliver client driven outcomes. Responsible for designing and driving workflow across the practice whilst implementing continuous improvement activity. Daily management of direct reports alongside long term development, through identifying individual motivators to address skills gaps, whilst reducing risk in business by removing keyman dependency in practice and supporting direct reports through their own qualifications and accreditation. Show less



Little Gate Supported Employment

• United Kingdom
• Non-profit Organization Management
• 1 - 100 Employee

• Learning Disabled Support Worker

  • Sep 2015 - Jan 2017

  Leading a health and wellbeing project aimed at making a difference to 'hard to reach' families through our service users, with full post implementation benefits review to present back to grant providers. Job coaching learning disabled adults in paid employment using accredited systematic instruction techniques and task analysis. Providing group and one to one support for learning disabled adults. Overcoming communication barriers to quickly build rapport and trust with individuals. Planning and leading work orientated activities to build work ethic, confidence and skills that prepare them for a working environment. Understanding specialist learning, emotional and medical needs and taking responsibility for these being met, whilst encouraging the individual to also take ownership. Acting as an advocate for the individual to ensure they understand situations, have all the relevant information and are informed as far as they can be to make their own decisions about key issues in their life. Supporting learning disabled adults by bridging communication gaps between them and others to help them realise their full potential. Administering medication. Show less



Southern Water

• United Kingdom
• Utilities
• 700 & Above Employee

• Customer Contact Support Manager

  • Feb 2013 - Apr 2016

  Delivering long term change and continuous improvement initiatives within customer contact whilst effectively managing short term operational challenges through engaging and supportive stakeholder management. Supporting peer group of 6 senior managers and head of function by leading project work streams including; Designing a five year target operating model to deliver an onshore centre of excellence enhanced by an offshore voice function, personally owning the full EU legislation compliant tender and award process. Co-coordinating and leading for Customer Contact on an upgrade of SAP system with minimal colleague disruption to operations, resulting in improved colleague and customer call experience imbedded into BAU. Redesigning and implementing a new end to end recruitment process that supports operational requirements, engages colleagues at all stages, improves calibre of candidates to match our needs and build strong stakeholder management with HR & L&D functions. Show less



Hastings Direct

• United Kingdom
• Insurance
• 700 & Above Employee

• Customer Services Manager

  • Jan 2011 - Feb 2013

  Tasked with leading the implementation of LEAN into the Back Office Services department, to allow improved contribution to quantity and quality of phone cover and administration by operating a blended voice/administration model. Ownership for the development and leadership of 57 colleagues, including 6 direct reports for first 18 months of role, ensuring they are competent and motivated to lead own teams and deliver high quality outputs. Ensuring all staff have relevant stretch targets and objectives and are constantly developing in their roles. Leadership of c.140 colleagues in the Customer Services contact centre to deliver an outstanding customer experience, whilst achieving Lean Green Belt certification through improvement of processes and operations across the Customer Services function for the latter 7 months of role. Show less



Bank of Scotland

• United Kingdom
• Banking
• 700 & Above Employee

• Area Customer Services Manager

  • Jul 2005 - Dec 2010

  Led project to successfully embed LEAN into department resulting in c.100,000 hours reduction and c. £950,000 cost savings. Full engagement with key stakeholders to ensure successful on-time delivery. Full responsibility for resourcing, managing people issues and delivery of stretching product promotion, service and risk targets within team. Helped define and shape department objectives to ensure Integration/Operating Model met. Leading team of c.20 staff including 3 direct reporting managers across Corporate Counter sites in South Central and South East (Brighton, Reading & Southampton). Won 2010 divisional level panel award for outstanding leadership. Delivering exceptional business results in key cash, quality and service areas – ensuring the highest standard of service is delivered to our external and internal customers, within budget, risk and regulatory constraints. Show less