Customer Experience Manager

• Sep 2018 - Present

I currently manage a FM Helpdesk, Dispatch Function for self delivery and sub contractors, Out of Hours service (24/7), Compliance/Certification team, Audit Assurance and Office Services/Facilities Management Functions. I currently manage a FM Helpdesk, Dispatch Function for self delivery and sub contractors, Out of Hours service (24/7), Compliance/Certification team, Audit Assurance and Office Services/Facilities Management Functions.

Consumer Service Co-ordinator

• Jan 2017 - Sep 2017

Operations Consultant

• Oct 2014 - Dec 2016

Moved from Operational Delivery to Operational Development. I have taken on a more strategic role to define and deliver a new Target Operating Model for the Division. Responsibilities are centered around Business Assurance, Utilising MI and Customer Insight to ensure Best Practice across the division, Defining and delivering new Operational Objectives, Business Process Re-engineering across front/back office to ensure optimisation, productivity, governance and consistency in delivery of service across a number of sites and to deliver efficiencies through channel shift and self serve.

Head of Service Delivery

• Feb 2014 - Oct 2014

Shared Service Centre Manager & CSG Operational Transition Lead

• May 2011 - Feb 2014

Operational transition of a major Local Government contract in North London.Capita Group is the UK's leading outsourcing company. We support, transform and manage our clients' business operations in a wide variety of markets. Capita Local Government Services is a division of The Capita Group Plc, a leading FTSE 50 company and one of the UK's fastest growing Professional Support Services Businesses with over 38,000 employees at more than 250 offices across the UK and Ireland. The Group's service capabilities encompass customer services, financial services, human resource services, software services, systems and strategic support and property services delivered to both public sector and private organisations.

Client Support Manager Public/Private Joint Venture

• 2008 - 2011

•Senior manager in a £24m pa Joint Venture business over 44 sites.•Management of contract & relationship for public/private Joint Venture with Manchester City Council, including registration and partnership governance. •P&L responsibility and authority for procurement requirements•Responsibility for all office management including technology, staff, purchasing and H&S.•Corporate Social Responsibility including operational and commercial activity including new business opportunities with emphasis on client development, community cohesion, event management, hospitality, marketing and customer service strategy and development.•Strategic, Process and Operational management of NCP Operations Centre which covers public space CCTV for Manchester City Centre, alarm, help point, radio and monitoring, Mobile Customer Support staff, Cash Collection services, Car wash services and K9 unit. •Implementing associated equipment and technology and marketing and legislative compliance. •Recruitment, development and appraisal of employees to optimise their skills, contributions and outputs. Development and implementation of a performance management framework and training strategy.•Provision of Police airwaves radios requiring regular liaison with Greater Manchester Police and other organizations. Participation in projects for crime reduction, suicide prevention, counter terrorism and tackling social issues such as begging and homelessness

Panel member - vehicle crime

• 2008 - 2011

Client Support Manager

• 2008 - 2011

Customer Access Manager

• Aug 2005 - Aug 2008

•Leadership of the Section, through identification, development, implementation, delivery and co-ordination of a Customer Centric Contact Strategy and budget management. •The development and delivery of strategic business plans to manage the transformation and sustainability of a Customer Relationship Management operating model.•The development, implementation and ongoing strategic management of efficient, high quality and sustainable customer access channels including a telephone contact centre, one stop shop programme and extensive electronic service delivery including text and digital TV.•Development and implementation of a performance management framework with mechanisms to monitor, manage and review accordingly to achieve key indicators. •Adherence to policy and procedure, particularly the Equal Opportunities and Health & Safety policies

Interim Head of Sports and Leisure Services

• 2007 - 2008

Sports strategy & policy, delivering partnership/citywide programmes & projects including Healthy Lifestyles, Olympic 2012 agenda, Building schools for the future, Community engagement & inclusion. Operational management of 11 major facilities.