Experience

West Lancashire Borough Council

• United Kingdom
• Government Administration
• 100 - 200 Employee

• Service Development Manager

  • Jun 2018 - Present

  Working across the organisation with service managers, staff and tenants to explore and maximise opportunities to improve service delivery through the effective engagement and deployment of digital solutions and technology that streamline processes, reduce duplication and waste, whilst transforming and adding value to the customer experience Working across the organisation with service managers, staff and tenants to explore and maximise opportunities to improve service delivery through the effective engagement and deployment of digital solutions and technology that streamline processes, reduce duplication and waste, whilst transforming and adding value to the customer experience



Charity Work

• Wigan

• Volunteer support for residents who are rebuilding their lives

  • Jan 2018 - May 2018

  I am currently volunteering alongside some amazing people at a local charity, which aims to support a range of vulnerable adults across the Wigan Borough. The projects I am involved with include supporting vulnerable residents access provision such as homelessness, food and night shelter, benefit support, clothing and crisis intervention so that when support is required, residents can access it in a timely and responsive manner, enabling them to rebuild their lives. I am currently volunteering alongside some amazing people at a local charity, which aims to support a range of vulnerable adults across the Wigan Borough. The projects I am involved with include supporting vulnerable residents access provision such as homelessness, food and night shelter, benefit support, clothing and crisis intervention so that when support is required, residents can access it in a timely and responsive manner, enabling them to rebuild their lives.



Wigan Council

• Government Administration
• 700 & Above Employee

• Business Manager - Customer Facing and Contact Centre

  • Apr 2016 - Nov 2017

  Skilled at seeing the bigger picture and connecting projects, people, processes and systems to deliver improvements within the serviceLed, managed and engaged a team of customer facing officers and managers, delivering inbound, outbound and email customer service provision across multiple sites. • Achieved the satisfaction rate of above 95% and shortlisted for “Manager of The Year” for four years coupled with continuously driving high customer service performance by managing, tracking and reporting individual team KPIs.• Provided coaching, training and improvement capability plans, increasing engagement from 50% to 90% in 12 months. • Managed absenteeism and attrition, including recruitment, selection, HR and OD management supporting new starters, team members and leavers resulting in a confirmed 10% reduction across sickness and attrition during 2017. • Delivered business transitional services through project identification, development, and delivery underpinned by stakeholder management and customer service. • Recorded the completion of 1.4 million inefficiencies resolved through process re-design and improvement strategy. • Achieved new business growth with 450k income in 2016 & 2017 and reduced demand management by 15% through improving planning and process, audit and data analysis.• Implemented effective consultation initiatives, enabling “buy-in” and effective feedback mechanisms including service redesign across customer facing released efficiencies of 500k whilst embedding an asset-based and digital-first approach.• Championed organisational change, ensuring change is articulated effectively, including the creation of a staff forum that communicates a “you said, we did” process improving staff engagement from 45% to 90% and winning two local awards and one National CCA award for excellence.• Delivered new products and systems that tracked customer contact across access channels, while training staff to be multi-skilled to deal with demand. Show less

• Business Manager - Customer Facing

  • Oct 2014 - Mar 2016

  Managed target implementation, reinforcing standards linked to resolution, speed, quality, service levels and developing and implementing training needs analysis and bespoke programmes across a multi-professional team. • Successfully achieved below 10% target of employee absence through management of all facets of team performance including 1-2-1, sickness, capability, training, recruitment and coaching development, holidays and updating relevant HR resource and planning systems.• Provided motivational and engaging initiatives, promoting a positive, high energy, target driven environment across seven sites to achieve satisfaction levels above 95%.• Facilitated the production of project plans, introducing new shift patterns and performance dashboards including pre-redesign with satisfaction level benchmarked at below 50% and post re-design satisfaction levels of above 90%.• Delivered a new transformation telephony platform to the department making it BAU – managing training, processes and quality and supporting teams through all aspects of the change, allowing customer flow to be more responsive. Show less

• Partnership Manager

  • Jan 2012 - Oct 2014

• Partnerships Manager

  • Jan 2012 - Oct 2014

  Facilitated a series of effective stakeholder engagement and management sessions for 16 partners to co-design and co-deliver integrated services that achieves first point resolution within a flagship centreSuccessfully delivered project objectives within 12 months, delivering a “One Stop Shop” service that provided integrated multi agency and community connected services.Flagship “One Stop Shop” created in 2014, delivered by 16 partners. 1 million visitors per year, with satisfaction levels above 96% maintained for 3 consecutive years I have developed executive presentations and reports that facilitate project progress and process improvements to SMT that supported the new “one stop shop” service model was successful. I have implemented and embedding a performance culture underpinned by an agreed “Memorandum of Understanding” that outlines service level agreements and plans to achieve targets and standardsResponsible for the implementation of an IT queue management system that manage workflow in order to meet demanding hourly targets as well as achieving 90% accuracy rate and resolution.Lead planner and facilitator for partnership management meetings, ensuring terms of reference in place, underpinned by a project plan that manages actions, accountability and budget whilst flagging issuesEstablished operational objectives, work plans and delegated tasks to officers, governed by boardProvided excellent account management to all customers, resulting in numerous testimonials Show less

• Partnership Manager

  • Jan 2012 - Oct 2014

  Embedded a performance culture underpinned by an agreed “Memorandum of Understanding” that outlined service level agreements and plans to achieve targets and standards including the setting of operational objectives, work plans and delegated assignments. • Facilitated a series of effective stakeholder engagement and management sessions for 16 partners to co-design and co-deliver integrated services that achieve first point resolution across four interchangeable floors within a "one-stop shop" flagship centre with one million visitors per year, and satisfaction levels above 96% maintained for three consecutive years.•Implemented IT queue management system responsible for managing workflow to meet demanding hourly targets as well as achieving 90% accuracy rate and resolution. Show less



Wigan Council

• Government Administration
• 700 & Above Employee

• Team Manager, Recruitment and Retention

  • Jan 2007 - Jun 2010



Wigan Council, Learning & Development

• Professional Training and Coaching
• 1 - 100 Employee

• Workforce Development Coordinator

  • Feb 2005 - Jan 2007

• Training and Recruitment Co-ordinator

  • Jun 2002 - Feb 2005



Ashton, Leigh and Wigan NHS PCT

• Government Administration
• 1 - 100 Employee

• Service Co-ordinator

  • Oct 2000 - Jun 2002