Dale Marshall Email and Phone Number

I Joined Foxhangers the day Lockdown was announced, not quite the start to my new role I was expecting !However, the dramatic change in circumstances and the immediate requirement to manage the business in a completely different way, was familiar ground.Health, Safety, welfare, emergency planning and management being an area of expertise.Through the course of the initial lockdown period and ever changing Government regulations, I ensured the business was fully compliant at every stage, whilst preparing the business to welcome back staff and customers as soon as permitted.The Health, safety and welfare of staff, customers and visitors being the immediate priority.Risk assessments and Method statements were reviewed and amended. Staff briefings prepared and delivered. Health, safety & welfare improvements and compliance to the regular changes to the regulations made across the site.There then followed the busiest and most profitable 12 months, since incorporation in 1997. Whilst successfully managing the business through its busiest ever year, with record numbers of hires and customers, I also drove and managed a 1000%+ increase in turnover on the Fleet Marine Services side of the business, building a strong team and growing reputation for quality service and workmanship.

• Managing the Customer Operations team maintaining the K&A and B&T Canals, delivering excellent customer service, planned maintenance, repairs and emergency response to ensure the waterways are open for business 365 days a year.• Designing and implementing operational efficiencies. Introduced annualised hours contracts for operational staff, enabling full weekend and evening coverage for the first time. Successfully managing this change, reducing overheads, breakdowns, call outs, unplanned closures and overtime, whilst also improving the team’s work / life balance and exceeding the KPI’s.• Leading the exponential growth in volunteering numbers, on the waterway, such that they are now delivering over 20% of the planned and arising tasks on the waterway, enabling increased customer satisfaction, engagement and experience.• Addressing key stakeholders, trade groups, councils and customer groups ensuring they are listened too and the business has sight of and act upon feedback and concerns.• Key stakeholder representing CRT and managing the businesses interests at the upper tier COMAH sites in West Berkshire. Working collabrity with the HSE, AWE, CLH, Emergency services, EA, Army and Regional Councils, to coordinate the emergency procedures, response and business continuity. • Resolving customer complaints, listening too and acknowledging issues, offering pragmatic solutions, improving customers experience, satisfaction and wellbeing.• Managing employee and customer Health & Safety. Changed team structure to improve delivery of planned and arising tasks, ensuring a safer working environment and key safety targets met and exceeded. Reduced accidents and improved the Trust’s reputation as a safe and fantastic place to work and visit

• Covering two roles, as Maintenance Manager - leading the construction, vegetation, customer operations and M&E teams maintaining the K&A and B&T Canals, whilst as a Works Planner - creating and managing the £6m works programme for the region, which also included dredging and craft responsibilities. Making the critical operational decisions on area budget spend, competing tasks and highlighting issues to director level.• Managing emergency response for the waterways, planning and implementing the first emergency procedure manual for the region. Testing the plan, making improvements and ensuring business continuity.• Formulating plans and with national teams, representing the waterway team, key stakeholders, trade groups, councils and third parties in high level meetings to ensure views are heard and recognised, whilst balancing this with the best interests of the Trust.• Mentoring and training new and inexperienced staff, to learn and understand the complex systems and working practices of the Trust. Establishing close working relationships, leading and supporting the team enabling them to reach full potential.

• Managing construction, customer operations, M&E and vegetation teams to repair and maintain the waterway corridor and infrastructure. • Management of numerous civil engineering projects, delivering to time and budget, working with Engineers on innovate design solutions to meet the stringent regulations when working on historic and listed structures.• Delivering excellent customer service to waterway customers, driving improvements in work practices and ensuring waterway remained open for business, during a time of increased financial pressures and growing customer expectations.

• Leading K&A West Waterway team delivering quality infrastructure repairs and planned maintenance on the K&A and B&T canals. • Site management of civil engineering projects for the HLF funded works on the K&A waterway. Restoring the canal infrastructure to enable the customers to fully utilise the entire length of the K&A canal. Bringing the waterway to life following the initial restoration period in the late eighties and early nineties.