Force strategic lead, ensuring the police force is equipped to provide excellent customer service and adhere to statutory and legal requirements. • Provide managers, officers and staff with high quality advice and support regarding customer service and victim care.• Support managers in identifying service delivery issues in their areas and advise on devising and implementing action plans to drive performance improvement. Providing in-depth analysis to support change. • Manage a team of 40, including caseworkers, coordinators, and volunteers, responsible for workload, mentoring and empowering them to develop their own skills and experience.• Deliver an ongoing yearly training schedule to all members of Force, including creating content, organising CPD sessions and ensuring follow up guidance is available.• Managing end to end delivery of a new case management system, establishing both legal and technical capabilities and training all employees to use the system. • Following the Government’s launch of the new Victim’s Code of Practice in April 2021, responsible for ensuring all legal and statutory obligations were being adhered to in Surrey Police. Focusing on improving performance for police officers and service experience for victims of crime. • Administration support for Head of Unit including recruitment campaigns, diary management, expenses and budget management and any HR related issues.

Responsible for providing policy support to the Office of Police and Crime Commissioner (OPCC) working with local stakeholders to design, commission and oversee a range of local support services.• Responsible for managing a budget of approximately £1.3 million for victim services.• Provided oversight of service delivery and complied with Ministry of Justice reporting requirements.• Advised the PCC on relevant media strategies on policy initiatives and programmes.• Carried out research projects as required by the PCC, including project scoping, budget management, project planning to meet deadlines, consultation with public and partners and delivery.• Worked with key stakeholders to co-commission a lead provider model for domestic abuse services in Surrey, engaging in all stages of contract management and mobilisation with a particular emphasis on performance and reporting processes.• Engaged with NHS England and other sexual violence stakeholders to start the process of recommissioning Sexual Assault Referral Centre services.• Submitted the new Victims Code Compliance Policy returns to the Ministry of Justice. Ensured all other partners such as the Courts and CPS understand their requirements and collated all the information together.• Played an active role in preliminary work to spec a new Domestic Abuse Perpetrator Scheme for Surrey, including hosting a county-wide engagement event to bring all practitioners together to map out current provision.

Liaise with customers to provide them with timely, accurate and relevant assessments of performance in relation to the force’s strategy.• Produced timely and accurate reports for a range of audiences at all levels, including Chief Officer Level and in a variety of formats (diagrammatic, verbal and/or written report), both internally and external to the organization.• Regular use of analytical programmes including SQL coding through the Data Warehouse, PowerBi, SPSS, Tableau and Microsoft Excel. • Provided professional advice and consultancy services to members of the Force on all consultation matters, enabling minimum market research standards are met.• Responded to queries from all levels of Surrey Police employees and other stakeholders, providing advice and guidance and presenting findings where needed.• Developed and implemented new text message platform to improve engagement from the general public, the first police force in the country to do this.• End-to-end project management implementing the Domestic Abuse Victim Satisfaction Survey, conducting stakeholder engagement, and ensuring survivor safety throughout.• Line Manager of 2 colleagues whilst manager was on maternity leave.• Awarded a place on the Force Talent Management scheme which allowed for additional support and opportunities for employees with strong potential to develop.

Responsible for delivering and overseeing standards of guest care as well as being responsible for the operations of the award-winning 5* Spa.• Dealt with all queries and complaints from visitors to the Spa.• Drove the reception team to maximise revenue-generating operations.• Managed the IT systems relating to Spa reception.• Facilitated effective communication between all departments within the Spa.• Attended morning meetings with all departments across the Spa and Hotel outlining demand for the day and including VIP guests, complaint recoveries and operational concerns.• Represented the Hotel and Spa at Award Ceremonies such as ‘The Spa Awards’ and ‘The Cateys’.

Responsible for being the first point of contact when visitors enter the Spa.• Greeted visitors, hotel residents and members and provided them with all relevant information for their visit.• Answered telephone calls in a friendly and professional manner, took bookings and payments over the phone where necessary.• Advertised and sold Spa products and responsible for cashing up at the end of the day.