Member of the senior management team for Student Recruitment and Fees. Overall responsibility for the operational performance of the Nottingham Student Recruitment team (circa 80 FTE). Work collaboratively with other Student Recruitment and Fees centres in Manchester and Milton Keynes respectively. Valued contributor to the future strategic vision of the directorate.

This role was focussed on delivering excellent customer service, whilst ensuring appropriate business controls were in place and regulatory obligations met. I was also responsible for providing inspirational leadership, coaching and development to all customer contact staff. I led a culture of continuous improvement focussed upon customer experience, productivity and profitability.I developed the strategic direction and delivered the tactical performance of the Billing Contact team (circa 300 FTE). The Billing Contact team managed over 1.8 million customer calls annually, as well as providing a web self-serve channel. I managed a budget of approximately £7m per annum.From October 2013, I took on the role of Income Controls and Governance Manager in addition to my substantive post. This secondment provided personal development and breadth at a senior level, whilst also ensuring performance was maintained across an additional 120 FTE with cross functional accountability for income, customer service and compliance targets.

Operationally managed 85 Customer Services staff, encompassing front office (call centre) and back office (customer correspondence via email, letter etc) activities. Deputised for Senior Management when required.Responsible for the delivery of company Key Performance Indicators (KPI's) in relation to telephony performance, complaints resolution, written correspondence and other aspects of Customer Service.