Lead the supply and delivery of services through partners to ensure a high and improving provision of services in the sub region according to contract requirements and to ensure a tangible return on our expenditure. Develop and maintain effective partnerships with subcontractors on a sub-regional level, ensuring our partnering processes/procedures are in place and reviewed regularly to satisfy contractual obligations, quality requirements (including Customer 1st and Merlin), financial controls and customer delivery standards (including continuous improvement). Manage Partner/Service Provider budgets within a sub region so all contracts are delivered to financial, service and qualitative standards and timescales. Leverage the buying power of our organisation to reduce costs and get increased value for money from the subcontractors in the sub-region to enable a better financial return on expenditure. Monitor changes in the local market, drawing on intelligence from the business to create plans that meet changing local circumstances and effectively deliver our services. Work to maintain an open dialogue with all Service Providers to prevent contractual or relationship conflicts from arising.Ensure compliance with our company policies (including Health & Safety, Safeguarding and Data Security) so all teams operate in a way that protects customers and our people at all times. Leading and developing supply chain Strong interpersonal skills with an ability to manage external relationships An ability to analyse and interpret management information providing clear direction and work with others to identify problems and create effective solutions.

Responsible for delivering and meeting individual and company objectives and targets by driving performance Led and developed a team of consultants, ensuring they contributed to the process, efficiency, engagement and values Proactively built, managed and motivated a group of people, driving continuous improvement Identified any skills gaps and opportunities as these arose, coaching staff, monitoring calls and one to one support Provided detailed feedback and action plans for staff needing development and enhanced skills Responsible for measuring and delivering all company KPIs and SLAs across the contract areas Acted as the voice of the customer and took into consideration the full range of customer experiences and service they received across all areas Dealt with all complaints and escalated issues form the customer and resolved these as they arose, in an efficient and professional manner Worked across the business engaging, influencing and sharing best practice across the management team, carrying out meetings following company disciplinary, grievance and absence processes and enforcing all contact center rules and regulations Gathered and interpreted business insight and management information accurately in order to drive continuous improvements Experienced in motivating a team, developing staff, offering great customer service and working in a highly pressurised environment Prepared and produced reports and statistics for management teams on performance and targets Ensured all staff followed the company procedures and protocols at all times Managed and reviewed the performance of direct reports, along with the training and development of new team members and succession planning Demonstrated strong and effective business acumen, leadership skills and ability to reach targets Supported Personal Consultant staff with one to one engagement with customers and employers

Provided relevant professional information, IAG including careers advice on skills development and current employment opportunities through coaching and mentoring Supporting clients through the job seeking process, CV writing, interviewing techniques, confidence building and in work coaching Providing IAG to employers to ensure clients already in work are supported Identifying clients strengths and transferable skills and demonstrating a strong ability to communicate at all levels Providing personalised support with internal training and signposting for more industrial specific training while ensuring clients are empowered to progress into unsupported work Research local labor markets, job opportunities and develop action plans for clients to achieve their goalsFostering a strong team work ethic and working on own initiative while continually problem solving to best support clients in work and establish new opportunities Confidently working with a wide range of clients, sharing knowledge, new contacts and best practice with colleagues and critically evaluate and reflect on own performance Carrying out Health and Safety and risk assessments and putting in place accessible management plans to ensure clients are well supported in the work place Successfully liaising with internal staff, stakeholders and third parties while continually promoting services and developing external partnerships through networking events Continually maintaining accurate records, ensuring audit compliance and confidentiality is met to the highest standards Demonstrating discipline and effective organisational skills to prioritise workloads and met strict deadlines With additional duties as the local Deputy Safeguarding Officer and Information Security Officer Developed excellent resource investigation, listening, customer service, interpersonal and communication skills and a strong trust-based relationships with clients

Provided relevant professional information, IAG including careers advice on skills development and current employment opportunities through coaching and mentoring Supporting clients through the job seeking process, CV writing, interviewing techniques, confidence building and in work coaching Providing IAG to employers to ensure clients already in work are supported Identifying clients strengths and transferable skills and demonstrating a strong ability to communicate at all levels Providing personalised support with internal training and signposting for more industrial specific training while ensuring clients are empowered to progress into unsupported work Research local labor markets, job opportunities and develop action plans for clients to achieve their goalsFostering a strong team work ethic and working on own initiative while continually problem solving to best support clients in work and establish new opportunities Confidently working with a wide range of clients, sharing knowledge, new contacts and best practice with colleagues and critically evaluate and reflect on own performance Carrying out Health and Safety and risk assessments and putting in place accessible management plans to ensure clients are well supported in the work place Successfully liaising with internal staff, stakeholders and third parties while continually promoting services and developing external partnerships through networking events Continually maintaining accurate records, ensuring audit compliance and confidentiality is met to the highest standards Demonstrating discipline and effective organisational skills to prioritise workloads and met strict deadlines With additional duties as the local Deputy Safeguarding Officer and Information Security Officer Developed excellent resource investigation, listening, customer service, interpersonal and communication skills and a strong trust-based relationships with clients

Worked closely with the IT department and external service desk to rectify any problems and issues that arose within the computer system Acted as the first point of contact for colleagues on all issues relating to IT and telephony equipment and provided a highly efficient professional service Resolve most system errors in-house and escalated where re programming was required always working to very tight deadlines to meet national targets Provided IT infrastructure services, including desk top applications, Local and Wide Area Networks, IT security and telecommunications Maintained a caseload of 70-90 cases at any one time and to ensure they were all completed in a timely manner Worked closely with management and several departments to agree and deliver IT services and kept accurate and up to date logs Developed forms used nationally throughout the DWP by worked closely with Hewlett Packard and assisted with the roll-out Coached center staff nationally with implementation of the new systems Provided customer service support over the telephone, assisting clients with gaining access to public funds and signposting to local support services Undertook other support services ad-hoc including taking minuets, arranging meeting venue, producing training material and updating records Liaised with the management team to gain a better understanding of the working business and staffing needs Worked as part of a small team to gain an external award from the Customer Contact Association where I took the lead on gathering evidence and implementing any lessons learned

Responsible for the day to day running if the care home, overseeing all activities to ensure that the quality of services exceeded the national minimum standards Developed ways to promote the rights and responsibilities of the client group and provided information, advice and support to residents Arranged a variety of stimulating activates encouraging residents to get involved and gain confidence Monitoring business performance and ensured budgets were maintained and the business was operating in a viable and sustainable way Negotiating contracts and budgets successfully with local registered authorities Responsible for the recruitment, training and supervision of staff, including care assistance and domestic staff Excellent leadership and influencing skills with a drive to continually improve standards and performance Increased staff moral and created excellent and beneficial working relationships within the team Demonstrated business acumen, reliance and the ability to provide excellence in caring standards which maintained high quality and standards or care required in the home Developed strong and effective negotiation, time management and problem-solving skills Built excellent professional relationships based on established customer service skills and strengths in communication Managed and monitored Health and Safety, Safeguarding, Fire Safety, Security and Welfare procedures, policies and standards