Remotely Managing a team of Onboarding Advisors covering Wales and England whilst establishing positive results in contract performance and compliance. As the manager of this team, I play a key role in creating and implementing all processes to deliver contractual compliance and performance delivery requirements.I work alongside our Quality and Assurance Business Partner to maintain contractual quality and compliance agreements.I deliver training and coaching for new and… Show more Remotely Managing a team of Onboarding Advisors covering Wales and England whilst establishing positive results in contract performance and compliance. As the manager of this team, I play a key role in creating and implementing all processes to deliver contractual compliance and performance delivery requirements.I work alongside our Quality and Assurance Business Partner to maintain contractual quality and compliance agreements.I deliver training and coaching for new and existing team members across JETS Wales and England. I monitor contract compliance daily, understanding key risks to implement continuous improvement strategies.I am the single point of contact for all MAPPA enquires to not only ensure quality of referrals and service delivery, but also safeguard customer information and provide Standard Operating Procedure support to Advisors.I manage staffing issues, both welfare and performance related and conducted recruitment for 80% of my current team. I have ensured continuous improvement within the team evolving processed and over time through one-to-one mentoring, group quality sessions and on-the-job training. Show less

Providing a high level of customer service and working to solve problems whilst providing support for a diverse number of employability barriers. Ensured I followed DWP SLAs by maintaining excellent Quality and Compliance scores daily. This also meant that my caseload of customers were developed, supported and opportunities maximised.The Work and Health Programme is a new way of supporting customers which required high levels of communication skills, concentration levels for extended… Show more Providing a high level of customer service and working to solve problems whilst providing support for a diverse number of employability barriers. Ensured I followed DWP SLAs by maintaining excellent Quality and Compliance scores daily. This also meant that my caseload of customers were developed, supported and opportunities maximised.The Work and Health Programme is a new way of supporting customers which required high levels of communication skills, concentration levels for extended periods of time and dealing with sensitive data. I play a key role in helping individuals improve their current life situation and help move them closer to the job market with 121 training and vacancy searching. On occasion I have had to defuse situations with difficult, abusive and threating individuals using calm and professional conflict management techniques whilst leasing with safeguarding officers and local emergency services. Show less

Within Wales CRC my role involved leasing with offender managers throughout south wales completing tasks to support them managing their caseloads. A large number of these roles are time sensitive and must be dealt with in a professional and secure way. During my time I took on additional responsibilities including allocating cases, breach procedures and trained to work with the Police National Computer system which required additional background and police checks.

Employment Consultant & Employment Solutions Consultant and Post Work Programme Consultant I had regular contact with employers, recruitment companies and training providers. Building and maintaining relationships with the clients and providing an on-going support to both the clients and customers alike. I managed a caseload of 250 customers with a diverse range of barriers including basic skills problems, criminal records, homelessness, and substance & alcohol misuse problems.… Show more Employment Consultant & Employment Solutions Consultant and Post Work Programme Consultant I had regular contact with employers, recruitment companies and training providers. Building and maintaining relationships with the clients and providing an on-going support to both the clients and customers alike. I managed a caseload of 250 customers with a diverse range of barriers including basic skills problems, criminal records, homelessness, and substance & alcohol misuse problems. Providing support to each customer’s individual needs with the aim of getting them into sustainable employment. I took the lead on supporting Prison leavers who are referred to the Work Programme from day one release. I had the responsibility to been trained and handle all customers with MAPPA restrictions. I was successful in running a contract that allowed me to take sole responsibility for the project giving me the scope to co-write and produce all legislation and associated paperwork alongside development of relationships with the Department of working pensions among others. Although varied my positon duties involve everything from the basic budgets and forecasts of the contract to driving performance whilst continuing to deal with members of the public who required intense support to return to sustainable employment. Show less

As a member of Nationwide Locum Services I worked with Dr's to find them locum work within NHS and Private Trusts throughout the UK.I would have daily contact with several trusts and Dr's building up relationships between ourselves and other associated bodies.At first I was assigned to the North East of England and Scotland, but soon worked with Trusts nationwide.

I worked for HSBC bank for 9 years in a number of different roles with my final position Dealing with all aspects of customer service for the High Net Worth customers. Main duties included: New Mortgage Applications, Home Owner Loans, New bank accounts, New Saving accounts and savings product information.Prior to this I worked a Customer service Rep (General banking needs - Paying bills, balance enquirers and lead generation) Lost & Stolen Help-desk (Assisting customer stranded… Show more I worked for HSBC bank for 9 years in a number of different roles with my final position Dealing with all aspects of customer service for the High Net Worth customers. Main duties included: New Mortgage Applications, Home Owner Loans, New bank accounts, New Saving accounts and savings product information.Prior to this I worked a Customer service Rep (General banking needs - Paying bills, balance enquirers and lead generation) Lost & Stolen Help-desk (Assisting customer stranded abroad, arranging money transfers, Building Emergency Credit Cards, Stopping lost or stolen cards and taking notification of customer deaths)Team Coach (Providing guidance and support to staff members on how to improve performance on sales and quality)Premier Associate (General banking needs to higher net worth customers) Show less