Responsible for a Lettings Business with a portfolio of 900+ properties, 400+ clients and 30 employees (UK based and international).

Reporting into the Head of Major Opportunities and managing a team to produce high quality tender documents for contracts between £200K - £1M per year

Working as part of the Management Team responsible for a 100 seat Customer Service and Technical Support contact centre, supporting all customer related contact.Main responsibilities:• Managed stakeholder relationships and the flow of information (e.g. engineering, propositions, IT)• Being the ‘voice of the consumer business’ in all cross team working activity, including new product launches and process/system changes• Managed information in and out of the business area• Managed change into the Operation• Incident management – acting as the Consumer Operational Incident Manager during network issue or serious customer outage• Managed process and change development• Headed up a business wide change management community• Project Management• Consumer Stakeholder for all internal standards including ISO and GDPR

Main responsibilities:• Managing stakeholders• Managing training• Managing change into the Operation• Problem and incident management• Managing process and change development – created a propositions change agreement, that mitigated and managed the impact on the operation of product releases• Created a business wide change management community – to agree change best practice, share ideas and highlight challenges• Project Management

Working as part of the Management Team responsible for a 500 seat Outsourced Contact Centre, with clients in the retail, service, and public sectors (including local and central government).Key objectives:• Bid Management – responsible for the production of a compelling and quality submission for all tender opportunities, both in written and electronic format, including: Creating a library of ‘boilerplate’ material that could be reused effectively Creating a timeline of activity and allocating owners, actions and deadlines Agreeing a review and sign-off plan with the executive signatories Management of the bid team and their activity Proofing and editing all submissions Final production and submission Liaison with the recipient organisation Representing the organisation during any face to face meetings – both on site and on the prospective client premises• Project Management/New client implementation – managing the process from winning a contract to handing over a fully live service to the Operational Management team, including: Creating and maintaining project documentation (e.g. scope, action log, risk log) Allocating workstream owners and agreeing timelines Creating and maintaining the project plan Facilitating internal project meetings Liaising with client; formal project meetings to update them on project status etc. plus informally to clarify information etc. Managing the project team/workstream owners to keep project on track Track and mitigate project risks and issues Agree project quality measures and assess against them with internal and external clients Final sign and hand over to the Operational Management team• Support to the Business Development and Marketing teams

Responsible for the management of the following functions/processes:• Management information – production of all internal and client facing operational reports and data• Business Analysis – production of thorough and accurate client processes and procedural documents• Resourcing – creation of resourcing plans and shift patterns• Project Management/New client implementation• Facilities/Health and Safety – on-site responsibility for all building related issues, working closely with the group facilities and SHE team• CCA Global Standard plus ISO standards – responsible for ensuring that we were ‘business ready’ to meet the standards then liaising with the external auditors and facilitating the audits• Disaster Recovery/Business Continuity - Continuity – responsible for sourcing our external provider, agreeing the contract and creating and testing the Business Continuity plan• Change process – managed the creation of a change management tool and ensured that the appropriate oversight was implemented on all internal and client requested change activity

This role involved successfully managing the delivery of client specific training requirements along with the overall generic developmental needs of the business. Key objective areas:• New Client Project Team – responsible for all Training and Development strands of new client implementations. This includes meeting with a new prospect to sell our services and strategy, inputting into bid documentation, liaising with new clients to understand their business and identify the exact training need and ensuring that all new employees are trained to the required standard.• Ongoing Development – responsible for ensuring that all ‘Business as usual’ training is delivered in a timely manner to ensure that our employees continually deliver to the standard expected by existing clients.• Managing the internal and external training team – I successfully extended the training team both internally and externally through the recruitment of professional trainers. Also by developing a team of associate trainers, through negotiating competitive rates and flexible working arrangements.• Consultancy – I was a key part of a Consultancy team which harnessed in-house experience/expertise and advises other companies on their Contact Centre operation. This involved observing, interviewing staff and producing a report of findings and recommendations.