Regional Facilities Manager

• Jan 2023 - Present

Estates Operations Manager

• Nov 2018 - Jan 2023

 Liaising with contractors, surveyors and site leaders to discuss capital projects and development. Involved in a successful £1.2 million capital project to transform a dilapidated Grade 2 listed building into class room spaces for special needs primary students, increasing the capacity of the site and introducing additional revenue for the business. Routinely visit sites all over the UK to scope out capital opportunities; maintenance needs and health and safety requirements. Chairing monthly meetings with school heads/ Business Managers (Or equivalents) across the 12 Aurora schools to discuss capital projects, maintenance and health and safety requirements. Creating monthly reports for the Aurora Executive board showing the 12 monthly rolling capital spend across the group to evidence that budgets are being adhered to. Give regular presentations showing progress on capital projects and health and safety activity. Design and implementation of systems and processes (including training) to allow estates department to monitor: Capital spend; facilities requirements and health and safety. Manage the fleet of circa 90 vehicles including the design and implementation of the ‘Aurora Transportation Policy’. Carry out routine maintenance/ health and safety tasks at Aurora head office to ensure safety of its work force.

Customer Service Manager

• Aug 2017 - Jun 2018

• Manage the customer service aspect of Moss Bros campaign with 10-14 advisors receiving inbound communication from consumers • Overachieved primary SLA on three consecutive months when first joining Yonder Group Ltd • Building and maintaining a strong working relationship with the client, Moss Bros • Ensuring the campaign ran smoothly throughout the week by generating team rotas and calculating efficient cover with fairness and break entitlements • Increasing productivity of team members by conducting regular performance 1:1 reviews and appraisals • Working closely with various managers across multiple departments • Ensuring compliance to all Environmental Health & Safety goals and objective • Communicating regularly with clients to discuss forecasts, innovations and campaign performances • Establish and implement departmental policies, goals, objectives, and procedures

Manager

• Feb 2017 - Aug 2017

• Maintaining a weekly rota in view of crew’s skills and availability for a large team of 30+ staff mambers • Ensuring each venue is adequately staffed without exceeding the budget set out by the Foundation • Training Duty Managers and ensuring all policies and procedures are adhered to throughout their management • Maintaining a weekly rota in view of crew’s skills and availability for a large team of 30+ staff mambers • Ensuring each venue is adequately staffed without exceeding the budget set out by the Foundation • Training Duty Managers and ensuring all policies and procedures are adhered to throughout their management

HR Shared Services Recruitment Team Manager

• Aug 2016 - Jan 2017

• Team Manager in large Shared Service Centre responsible for the daily activity of 20 Advisors that recruit a high volume of new employees across the business • Monitor the teams recruitment activity to produce reports and statistics during weekly meetings with senior stakeholders within the business • Managing the delegation of applicant queries to team members via ticketing system • Conducting full investigations in to any operational issues escalated by major stakeholders and preventing these from reoccurring by implementing process change • Providing support with daily tasks and overload to recruitment team when required

Operations Team Manager

• Oct 2012 - Aug 2016

• Manage a team 10 Advisors that are responsible for supporting and monitoring a network of Collect+ retailers • Training team members to liaise with retailers, resolve issues and encourage on site transaction compliance• Increased productivity by c35% within six weeks using Lean principles within the team• Monitoring daily performance of Collect+ outlets by implementing work stream and measuring tools for Advisors to utilise• Heavily contributed to the Collect+ team winning the ‘Working Together Award’ at the PayPoint UK Employee Awards 2013• Resolving any escalations and ensuring the daily management of complaints/queries mailbox is maintained within a strict SLA• Chair monthly team members to discuss operational issues, process improvement and any service updates• Attending high level meetings and contributing to the discuss of service level growth externally and internally• Conducting 1:1 appraisals and reviews to discuss personal development, employee productivity and performance• Implementing ‘One Best Way’ procedures and training the team to ensure processes are followed correctly• Involved in the PayPoint editorial committee meetings to represent Collect+ in the monthly news bulletin• Awarded the five year loyalty award to committed employment at PayPoint plc.

Collect+ Administrator

• May 2010 - Nov 2012

• Handling customer/ client complaints within 24 hours of the issue being raised. • Handling retailer operational issues within 24 hours of the issue being raised.• Generating daily work streams for a team of outbound callers • Generating performance reports and distributing to higher management, internally and externally.• Closely monitoring activity within the Collect+ network and taking action where required e.g. change of ownerships, installations, site removals etc.

Temporary Positions

• Dec 2009 - May 2010

A variety of customer service roles across two companies. A variety of customer service roles across two companies.