John Crooks Email & Phone Number

Carlisle, Gb

Carlisle, United Kingdom

Carlisle, United Kingdom

Providing support to local SME and start up businesses in Cumbria, including:Leading on the business transformation of a third party business to drive compliance, improve systems and processes and introduce financial controls.Auditing a third party waste management site to identify potential breaches in their environmental permit and identify actions to drive site compliance.Author of a management system to demonstrate the systems and processes the third party will operate to ensure compliance with their environmental permit.Responsibility for the design, functionality and formatting of the Web Portal and App to capture real time data, data intelligence, reporting, asset tracking and inventory management of any equipment fitted with the hardware solution for contaminated equipment for a client company in the Oil, Gas and Nuclear Industries.Responsibility for establishing a contact list of potential customers in the Oil, Gas and Nuclear Industries to contact introduce and promote the innovative solution for a client company in the Oil, Gas and Nuclear Industries.

Cumbria, United Kingdom

Managed the business transformation to ensure that all agreed management actions and projects are completed within agreed timeframes and that all management are updated on operational performance on a daily basis.Designed and monitored daily and weekly key performance indicators against agreed business targets, reporting to senior management and board on progress, identifying and implementing remedial actions, where appropriate.Designed, audited and monitored waste operations against the environmental management system and permit on a daily basis to drive compliance. Reported to senior management on potential breaches and agreed remedial actions.Managed and monitored the transport fleet waste operations to better meet customer expectations, eliminating the backlog of jobs from 200+ down to zero. This included the delivery, exchange and removal of skip jobs during and post Storm Desmond in 2015.Project managed the installation and rollout of a new of a software system, web portal, and android app for customer orders, invoicing, reporting, job allocation and business scorecard to monitor business performance.Project managed all actions identified by legislative bodies such as the Environment Agency, DVSA and H&SE to ensure that management with direct responsibility for these actions deliver within the agreed timeframes and to the agreed compliance standard of the relevant body.Designed Customer Satisfaction Survey sent to largest 600 customers with business, collated results and delivered changes and improvements to improve customer service.Project managed the old debt of business and measured as a monthly KPI.Managed all aspects of human resources including training, recruitment and discipline within the business.Direct managerial responsibility for the Transport, managing the business fleet of wagons and ensures that the business complied to the regulations of DVSA, EU Working Time Directives and tachographs.

North Of England, Scotland And Northern Ireland

Designed and delivered key Crown Network projects in line with organisational KPIs to improve branch productivity.Reduced average customer waiting times across 52 Crown branches of Post Office Ltd by 40%, through leading the design, development and implementation of a Q-Buster project. This included developing a data analysis tool to identify key improvement areas, on site implementation support, analysis of results and production of project reports.Negotiated and secured additional funding at board level for the installation of an IT web system to facilitate collation and analysis of customer flow data, which ultimately improved branch productivity by 38%.Improved retail mystery shopper display standards compliance performance (91% result against 87% target) by delivery of a business scorecard to critically analyse management information data, identify key improvement opportunities and empower managers to deliver appropriate interventions.Designed weekly internal communications focused on driving branch performance and compliance standards for various KPIs, including mail migration (achieved 27% against 23% target).Collated and analysed data which challenged and empowered Branch and Crown Area Managers in relation to customer experience and compliance.Developed training programmes, branch performance reports and communications in line with business objectives, KPIs and Disability Discrimination Act legislation. Project managed a large scale for customer service training programme for over 1000 employees.Introduced technological changes and enhancements to innovate customer experience.Scrutinised the Crown Office refurbishment programme to ensure compliance with the customer flow model.Represented Head of Customer Experience on various projects.

North Of England, Scotland And Northern Ireland

Designed stock ordering processes, stock control measures and retail operating procedures for the network of 370 Crown Post Offices, following the change to a sole supplier.Delivered in excess of £2m cost savings to the business by standardisation of branch retail hours implemented across the Post Office Ltd Crown Network.Increased sales and productivity through the implementation of store layout guidelines and effective stock control strategies.Ensured compliance and challenged non-conformance to drive high retail merchandising standards and customer service.Negotiated buying strategy with third party suppliers to ensure the maximum profit margin for the business.Designed retail training packages and coached individuals and teams.Managed the successful retail closing down process for 70 crown branches involved in the WH Smith conversion process.

North Of England

Designed and delivered retail training courses, including new entrant induction courses to anticipate and reflect business strategy within agreed timelines.Communicated retail data findings on branch performance, store conformance and profit & loss.Developed of In-branch coaching to assess competence and compliance.Managed colleagues through individual development plans.