● Motivated team and optimised outputs to achieve all service levels and strive towards commercial targets.● Developed full set of weekly reports and analysis with balanced scorecard for performance management and delivery along with operating model, quality metrics, real-time monitoring.● Created full set of SOPs and work instructions.● Through analysis of customer and user journeys I coordinated various activities to reduce effort, resulting in 25% decrease in staff costs in 2023.

Manage the Help to Buy operational and service delivery requirements and led the operational delivery team to achieve Homes England requirements. Coached, facilitated and developed the Assistant Managers and achieved great outcomes with their teams. Set up and introduced the Help to Buy contact centre with customer satisfaction at the forefront. Developed and implemented effective and efficient initiatives to deliver great customer service and achieve high levels of customer satisfaction.

- Instrumental in leading 160 FTE contact centre to a remote working model maintaining high levels of productivity.- Led operation delivering general satisfaction increase from 85% in 2017 to 94% for 2019 and 2020.- Analysed customer and user journeys and led various activities to reduce customer and colleague effort, with contact to order ratio decrease of 35% between 2015 and 2019, with a knock-on cost reduction. costs.- Leveraging qualitative insight from colleagues led initiatives to halve annual colleague attrition.- Scaled operation from 40FTE to 160FTE, leading Contact Centre to deliver and exceed KPIs.- Leadership development: Strong critical decision making, motivating, team building, delegating and monitoring quality.- Utilised influencing skills to gain approval for internal business cases at board level together with managing allocation budgets, and stakeholders. - Negotiated at senior level and managed the insights of managers, directors and stakeholders to ensure all parties agreed with the current scope and roadmap of projects. - Collaborated with other business units to mentor leadership talent.- Developed operating model, monitoring real-time, reporting, analysis and review of levels of shrinkage and occupancy, flexing offline activity to forecast, with balanced scorecard for performance management. - Implemented four phase skill development programme for frontline customer service administrators.

- Conducted structured monthly 1:1s, regular coaching activities, presenting business and performance updates in team meetings and managing performance.- Undertook various system development and employee engagement projects, including online service portal and internal quality programme for wider contact centre with release management, which involved testing and deployment on agreed time scales.- Subject matter expert and responsible for delivering service in English, German, French, and Portuguese. Brand ambassador at company events.- Executed HR policies including sickness/absence monitoring and reduction; conducted staff performance management and implemented performance improvement plans to enhance staff productivity. - First class communication skills, cross culture liaisons, conflict negotiation and a dynamic, confident attitude.