Manage the overall Operation within Social Housing in the South region, including 13 Service and Repair Contracts and 16 Installation Contracts, serving in excess of 80k properties, with turnover exceeding £15 million per annum. Accountable for the direction and delivery of the company’s objectives, focusing on key metrics: Safety, Profit, Customer Service, Performance and Engagement. Duties include:• Managing an overall hierarchy structure of over 160 people consisting of direct labour and contracted engineers and managers.• Creating and driving the correct safety behaviours throughout the Management teams and Safety Representatives to work towards an incident free workplace.• Ensuring all management structures are customer focused so we always do what's right for the customer. • Building and maintaining Operational Excellence, being the best in what we do. Making sure we learn from both good and poor performing contracts, so we're continuously learning and improving. • Engaging and empowering my team to strive to better themselves and always deliver to the best of their ability. Identify talent and providing learning and development opportunities where possible.• Utilising my commercial acumen to ensure costs are manageable and efficient and ultimately, ensuring profitability of all my contracts. • Working with my clients and the billing team to ensure revenue is billed accurately, regularly and consistently.• Ensuring that relationships are held at the highest regard with all stakeholders whether that be internally (colleagues and senior leadership team) or externally (clients and residents).• Working with clients to understand their Net Zero Carbon strategy and what we can do to aide them in delivering this, including assisting with Grant applications e.g. Green Home Grants.• Negotiate and secure revenue of new work-streams.

Led, inspired and engaged my team in delivering high quality servicing, repair (S&R) and installation of central heating and other energy related products to clients. Drove optimal service delivery to provide industry leading customer service and contractual compliance, exceeding client expectations, whilst keeping health and safety as number one priority at all times. Duties include: • Managed engineers, managers and office staff, ensuring they delivered an outstanding experience at every touchpoint to over 7,000 residents. • Used commercial acumen to successfully manage the P&L of £3 million contracts per annum.• Managed performance to ensure delivery of multiple KPI’s and cost targets.• Kept constant focus on processes and procedures to maximise performance and profitability, using innovation and creativity to drive improvements whilst keeping the customer at the heart of decision making.• Established customer service standards that exceeded customer’s expectations.• Delivered and implemented Health & Safety in accordance with Gas Safe legislation.• Managed fuel switch programmes and Installation Contracts within the South West.• Identified opportunities to build pipeline of further business. • Conducted regular contract reviews with clients to ensure contractual obligations were met and where possible exceeded. Resolved customer complaints and implemented any necessary changes to address any service risks.Achievements: • Drove profitability of Two Rivers Housing (Open Book) contract to not only meet but exceed business requirements whilst maintaining safety. • Successfully mobilised an S&R and Installation contract within one week, which was formally recognised by the Head of Building Services of Newlon Housing Trust.• Received ‘Exceeding Expectations’ rating each year and one of the few people deemed as highest potential to progress to the next level 2 years running. Scored 97% for ‘Management’ section of Employee Engagement Survey.

Duties included: • Managed the general running of the office and the Administration staff, this included training new starters.• Monitored, developed and drove performance levels of staff.• Direct point of contact for clients, including complaint management. • Liaised with customers to ensure any special requirements they had were identified and catered for.• Identified and priced chargeable works; ran valuations and generated invoices for a number of contracts.• Ran and analysed various reports on both a regional and national basis to help drive performance improvements.• Drove productivity and compliance across all contracts.Achievements: • Focused on the gas safety compliance of the Two Rivers contract and achieved 100% contractual and gas safe compliancy which had not been achieved for a considerable amount of time.• Successfully mobilised the relocation of the PH Jones branch from Newport to Salisbury and changed the client’s perception within the week, and the status of the contract within the first month.• Adopted the regional (and national during holiday periods) role of statistical reporting on both contract productivity and contractual status.

In December 2013, an opportunity arose to develop myself further by taking a secondment as a Contract Delivery Manager looking after the Salisbury contract. During this period, I was also called upon to help mobilise new contracts and turnaround under-performing contracts throughout the UK, a task I got great job satisfaction from. When PH Jones first took over the Salisbury contract we were given 1000 services to complete within a week in order to meet the requirements of a 10 month servicing programme, but this caused us to be considerably non-complaint. After I implemented a strategic recovery plan the contract became 100% compliant and we maintained that ever since, receiving excellent feedback from the client. Duties included:• Mobilised new contracts in various locations including Leeds and Paragon.• Turned around failing contracts in various locations for example, Haringey. • Ran Salisbury contract whereby I managed both Administration staff and Engineers on patch, ensuring their productivity met both business and client requirements.• Generated weekly and monthly reports for the client.• Priced chargeable work and the generated monthly invoices. Ensured billing was up to date. • Conducted performance and consolidation analysis for all the branches in the South West region.• Analysed and assisted on other contracts as and when required for example Midland Heart.Achievements: • Turned the Salisbury contract around from being non-compliant to contractually compliant ever since. • Successfully managed Haringey, Watford and Stevenage contracts through a period of lack of Admin and Engineer resource. • Restored the Midland Heart client’s faith in PH Jones. After working their for the 3 months the business requested, the client asked for me back the day after as they wanted me to remain working on the contract.

After being recognised for my hard work and achievements, I secured an Office Manager position after only a few months of joining the company as an Office Administrator. Duties included: • Managed the general running of the office and the Administration staff, this included training new starters.• Monitored, developed and drove performance levels of staff.• Direct point of contact for clients, including complaint management. • Liaised with customers to ensure any special requirements they had were identified and catered for.• Identified and priced chargeable works; ran valuations and generated invoices for a number of contracts.• Ran and analysed various reports on both a regional and national basis to help drive performance improvements.• Drove productivity and compliance across all contracts.Achievements: • Focused on the gas safety compliance of the Two Rivers contract and achieved 100% contractual and gas safe compliancy which had not been achieved for a considerable amount of time.• Successfully mobilised the relocation of the PH Jones branch from Newport to Salisbury and changed the client’s perception within the week, and the status of the contract within the first month.• Adopted the regional (and national during holiday periods) role of statistical reporting on both contract productivity and contractual status.

Only person at this level to receive a PH Jones Jones’ award for my contribution to the company and changing client perceptions.