 Employment advisor managing a caseload of over 200 clients working on the Pathways to Work and Work Programme contracts.  Identifying barriers in returning to the employment market possessing a specialism within the health related sector. Mentoring, coaching and supervising colleagues, new starters and facilitating training sessions.  Overseeing various projects, implementing best practice and measuring outcomes. Daily use of complex bespoke IT programmes, caseload management framework and diary management to prioritise and efficiently use time and resources. Signposting clients to appropriate organisations with the local area whilst networking and building relationships with local provisions.  Completing monthly KPI reviews to analyse performance and set additional priorities dependent on business need.  Calling potential employers to canvass our services, forge lasting relationships and obtain opportunities for our clients.  Extensive experience of working with vulnerable clients and following safeguarding measures in addition to those struggling with general health and addiction issues.  Partnership working with Department for Work and Pensions and Local Jobcentre Plus offices. Working knowledge and implementation of all data protection, quality and compliance legislation.

 Coaching and supporting a team of customer service agents to work as a team to achieve KPI’s Comply with Quality processes and SLAs Monitor and improve outbound and inbound activity of agents Respond to escalation complaints and implement appropriate resolutions.  Cross-functional working with operations and support teams. All aspects of HR management in relation to my team, including performance development, disciplinaries and dismissal as well as absence management and staff entitlements.  Monitoring departmental quality and standards Excellent relationship building and communication skills, with an articulate, engaging and confident communication style Positively lead by example. Proactive, with the ability to take ownership and responsibility  Able to manage own time and workload effectively, meeting deadlines and deliverables where required Highly organised, with the ability to multi-task effectively Excellent written communication skills Ability to use initiative and exercise sound judgment Enthusiasm and drive to work independently, and as part of a team, to get things done Able to remain calm under pressure

 Managing 42 members of staff in the Nottingham Castle Club. Responsible for all aspects of security, cash and reconciliation, opening and closing of premises including key holding responsibilities, adhering to all licensing, gaming and health and safety legislations. Recruitment, retention, grievances and dismissal of staff in cooperation with HR and company policies. Managing day to day operations staffing levels, absences and promotions.  Marketing and promoting the club and company within the local community and wider business context. Managing various customer projects including community care days, jamboree visits and promotional events. Managing business based projects such as spend per head in relation to gaming machines, interval spend optimisation, sales on book sales and the food and beverage department.  Loss prevention, monitoring, investigation and solutions. All aspects of monitoring company assets, stock in and out, purchase order analysis, orders and reconciliation. Continual development and training of all staff to achieve internal promotions and personal progression. Implementation of Gamcare initiative.