Adminstration Leader

• Aug 2023 - Present

Business Manager

• Jul 2021 - Aug 2023

Responsibility for realising Performance Optimisation on the DWP Contracts supporting delivery of KPI’s across a range of metrics, (Performance, Finance & Quality).Lead, inspire, motivate and support teams to achieve individual, team and contract targets.Review and analyse management information to identify emerging trends to proactively address potential risk areas across the contract, working closely with the Senior Leadership team. Adopt a continuous improvement mindset to continually monitor and evaluate service delivery, ensuring it meets and strives to exceed the objectives of the contract specificationLead stakeholder engagement to ensure the DWP Contract is being fulfilled and adhered too across all Delivery Areas. Show less

Performance Manager (Hampshire/Dorset/IOW)

• Feb 2021 - Jul 2021

Employment Team Leader (Hampshire)

• Sep 2020 - Feb 2021

Sortation Associate

• May 2020 - Jan 2021

Business & Performance Analyst Manager

• Jan 2017 - Jul 2020

Ownership for process improvements across the operation, including media and campaign analysis, agent performance and best use of resource to support a variety of client campaigns.Forecast call volumes and workload, and provide resourcing shift patterns to meet the demands of clients marketing campaigns. Review real time performance and adherence to ensure clients SLA’s are achieved. Analyse the performance of individual agents, teams and the call centre as a whole to ensure that the Company offers a world class service for our clients and their customers. This includes identifying improvement opportunities and implementing process improvement.Work with Management Team and IT Development staff to produce effective reports to help leadership manage their individual and client/campaign performance. Show less

Sales and Performance Manager

• Aug 2014 - Dec 2016

Supporting a number of varied clients with their inbound and outbound B2C sales campaigns and customer retention programmes, along with bringing new products to market. Working with clients to maximise sales revenue, through structured upsell campaigns.Maximise efficiencies internally to ensure our clients receive excellent '​'value for money''. Leading and coaching staff to deliver excellent customer sales and service.Analysis trends and drive forward new commercial opportunities. Show less

Customer Service Manager

• Jan 2011 - Jul 2014

Lead 9 Customer Service Teams dealing with up to 55000 customer per week to deliver excellent customer sales & service . Used Lean methodology to improve the processes used to enhance the customer experience and create capacity. Led the centre to outstanding employee engagement results and achieved excellent results in independent Risk, Lean and Call Centre assessments.

Business Planning Manager

• Nov 2007 - Dec 2010

Forecasting and Resource planning for c500 fte who were deployed to ensure resource was available to support Groups fraud prevention strategies. Supported strategic planning team in mulit-skilling of resource. Developed call infrastructure to create extra agility across the UK sites. Restructured business planning teams across 4 UK sites to create a centres of excellence.