Responsible for the creation and oversight of the central knowledge base that provides the technical, legal and regulatory content for CTA's support and services. Line management of two direct reports. member of the Senior Management Team. Contributed to the induction and continuing professional development of all staff about the contents of the knowledgebase, especially those involved in handling enquiries and calls. Contributed technical expertise supporting a range of activities within CTA, including technical proofing of communication materials and other documents; developing content for policy and public affairs work; training materials; projects; permit and membership processing and working with the Policy Committee.Management of the CTA Advice Service to ensure the service is delivered to agreed standards with high levels of customer satisfaction. Organised the involvement of other staff in managing the pipeline of advice inquiries. Responsible for ensuring record-keeping and reporting was conducted to a high standard, including generating data for funders and to inform policy and public affairs activities. Produced information leaflets and resources on technical and operational matters for distribution electronically via the CTA website.Provided the technical and operational oversight of the CTA's Performance Standards for community transport and related resources and products.

To deliver the provision of high quality, authoritative information, advice, training and other support to community, voluntary and other needs based transport operators on all aspects of community transport operations. Provide internal advice and support services to CTA staff and departments.Ensuring that all legal and operational issues that affect community and accessible transport provision are reflected correctly in advice given verbally, electronically and in printed format. Continuously improve personal effectiveness with learning and knowledge gathering.Identifying trends in questions raised with the advice service, using database and other techniques, and use to draft and inform policy documents, consultation responses and magazine articles, and to identify consultancy opportunities.Providing direct support to enquirers on policy issues within their own organisation including aspects of business planning, legalities of proposed future organisational developments and business opportunities. Representing CTA at meetings of ct operators, funders and public bodies. Undertaking consultancy work on behalf of CTA, compile research reports on community transport topics, prepare and deliver training on appropriate issues.

I was promoted to the Senior Administrator role and provided an admin function and supported the incoming Training Administrator in a training and mentoring capacity. I was responsible for booking meetings, travel and accommodation for colleagues and servicing meetings.I supported the Events Manager to deliver the CTA Annual Event, proof reading of Event communications; maintained professional relationship with Members and Exhibitors to promote CTA services; administered section 19 permit applications to ensure they were processed accurately and in a timely manner; data entry on bespoke Access database with extraction of data in Excel spreadsheet format; Contributed to report writing for CEO and Trustee Reports; Customer support through answering incoming calls and responding to emails. Responsibility of answering emails through the CTA’s main email inbox as well as my own; Opening and distribution of post within the organisation.

Data entry to ensure accurate training record to the national database. Picking, packing and distribution of training resources, stock control, ordering new stock and liaising with mail service providers.Provided great customer service to CTA members, Trainers and course participants, answering all phone calls and emails in a timely manner and within company guidelines. Booking transport and accomodation for colleagues. Opening the post and distributing around the office.

Named Transport Manager on the company PSV Operators Licence. Responsible for 45 minibuses operated under section 19, section 22 permits, PSV O-Licence and also a community car scheme. Line manager to a team of 16 drivers, 4 office staff and around 15 volunteers. Responsible for the recruitment and induction of new staff and volunteers. Provided office management role, liaising with landlord, utility and stationary providers to ensure best value for money and had health and safety responsibilities.Operated home-to-school transport on behalf of 3 local authorities as well as social service transport on behalf of Manchester City Council. Submitted tenders for on-going PSV O-Licence work to local authorities.NVQ Assessor and Internal Verifier for the National Occupational Standards for Providing Road Passenger Transport. Great customer service skills, assisting service users to ensure they were able to access our community transport.

Responsible for the day to day accounts of the organisation, invoicing, petty cash and debt collection which also included the preparation of Trustee finance reports. Also so responsible for overseeing the quality delivery of passenger transport within the organisation.

I was responsible for the co-ordination of training delivery between our MiDAS (Minibus Driver Awareness Scheme) DATS (Driver Assessor Trainers) and trainees from our member groups who wished to go on to use the organisations community minibuses. Responsible for keeping accurate training records, booking minibuses for training, liasising with trainers to ensure the availability of training.