Providing strategic consultancy & coaching for C-Suite leaders to anticipate and resolve strategic people challenges (ER/OD); aligning & engaging colleagues to the Correla Strategy; and enabling people to thrive by establishing high performing team environments, and colleagues with critical capabilities - including leadership & behaviours.

Enabling our people to thrive with solutions that deliver a compelling EVP across the employee lifecyle from the point of onboarding: leadership & talent, organisation design & development, capability development, inclusion & diversity, & workplace environment.

Led the development and delivery of a portfolio of compelling propositions for Xoserve’s people – driving up levels of people engagement and raising the bar to create an exceptional people experience. Leading on the development of Xoserve’s People Powered Strategy, I was responsible for creating and fostering a culture and an environment in which Xoserve’s people are able to be themselves and do their best work every day. The role focused on realising the benefits for Xoserve and its customers of creating an exceptional people experience in the areas of (but not limited to) wellbeing; CSR; performance; reward; recognition; talent management; and people development.

Experience of developing and implementing: organisation-wide People Strategy; leadership coaching and development programmes; culture change programmes; review of performance management approach; new competency framework; wellbeing programme; organisation-wide re-organisations; talent management; employee branding and candidate attraction and experience (inc. on-boarding); employee engagement surveys and focus groups.I led employee experience for our Optional Leavers' Scheme. Including employee communications; management of the outplacement service with our chosen partner; liaising with the DB and DC pension providers; conducting over 160 advisory sessions with employees; liaising with recognised TU; and finally, managing the delivery of a successful Managing Change programme for colleagues that remained with Xoserve.For the later company re-organisation project, I led on and facilitated all aspiration, matching & slotting activity; developed employee communications; and tracked & shared plan progress to Exec Team and the wider organisation. All employees had identified roles at the end of this process - 10% with different roles. I have designed and delivered the employee engagement strategy (from attraction to exit). I implemented a new goal-aligned survey - sharing insights to senior leaders (up to CEO) and colleagues. I facilitated employee focus groups to complement the survey results and translated ideas into an action plan to implement changes in key priority areas.I am responsible for embedding 7 Habits of Highly Effective People as core behaviours in Xoserve - implementing a 10 Step Plan during summer 2018. I have led the delivery of a leadership coaching and development programme for the Exec Team and their direct reports.I am leading an employee working group to review and radically refresh the performance management culture, approach and framework.I also support business partnering activities e.g. merit review, recruitment strategy & process.

I was responsible for the development and realisation of a culture of customer service excellence across 500+ employees – ensuring delivery of the company’s broader strategic goals now and in the future.I directly led a team of 8 Customer Business Partners and their teams – each are engagement practitioners responsible for on-boarding new customers; partnering with existing customers to leverage added value and be trusted advisors; guiding customers through a changing energy industry; and analysing customer data and best practice to drive service strategy.I was accountable for customer engagement and communications for the gas industry’s largest transformational change project – a SAP-ISU implementation. I provided trusted thought leadership and coaching on customer engagement up to Director level. I was responsible for the development and delivery of an engagement programme aligned to the broader programme plan and the needs of over 50 market participant organisations. And I was the voice of our customers internally across all project work streams; and the representative of our organisation externally.Key Achievements:I developed and implemented Xoserve’s first Customer Engagement Strategy - with "trust" at its heart. 2 years after implementation customer satisfaction has reached our stretch target for the first time in 10 years. The strategy was subsquently refreshed to check alignment with developing market place; and ensure behaviours (the "how") are as dominant in the strategy as the "what".I implemented a "business partner" model within customer engagement - organising resources to truly partner with customers to drive greater insight and identify opportunities to add value for our customers.I have led the organisational re-design of the department - working collaboratively with colleagues and partners, PWC - to create a new organisation that aligns to our customers' needs and our future ambition for Xoserve and the industry.

Responsible for the company’s customer contact centres with ultimate accountability for over 100 colleagues and over 50 contractual services - directly and via third party contracts. Key AchievementsDelivered strong operational performance: 100% achievement of all targets.Initiated and lead an organisational re-design and change programme that aligned business goals with customers’ success criteria for the first time. The 6 month change programme resulted in a significant improvement in employee satisfaction; reduced process hand-offs; and received praise from customers for providing them with direct access to skilled, knowledgeable and experienced people.

Accountable for the delivery of ten national gas transportation and energy invoices on behalf of the 4 gas distribution companies in Britain - on time and to externally audited quality standards.Implemented a strategic change programme that saw over 20 processes reviewed and 50 improvements identified and implemented over a 12 month period - saving over £100,000 in direct resource costs.Increased customer engagement by driving consistency across all processes; reducing process exception volumes; and implementing a defined, transparent service structure that ultimately generated an increase in commercial revenue by over 100% in a year.Lead an organisation design project that has re-focused individuals based on the core capabilities required to deliver outputs (rather than end-to-end processing). This has achieved significant economies of scale; reduced training time by half; and has improved productivity and quality. The significant success of the project was the engagement with those impacted by change that broadened inputs and feedback and helped to achieve buy-in at each step of the project.

Implemented 3 new employee policies and procedures - Alcohol and Drugs; Sickness Absence; and Capability. Activities included developing case for change; drafting policy; managing reviewer comments; engaging with Trade Union representatives and negotiating agreement/consensus; developing and implementing communication and business engagement plans; establishing business training needs and opportunities; and embedding revised policies on a day-to-day basis.Training and Development - responsible for Xoserve's two, year-long strategic leadership training programmes. Activities included developing the business case and obtaining Executive Team approval; conducting company-wide training needs analysis and interpreting the results to develop key learning outcomes; selecting service providers and developing each programme in partnership; event-managing the launch of the programmes to over 150 staff; account managing service provider relationships; overseeing ongoing operational delivery to ensure business case objectives are realised.Succession and Capability - initiated and implemented "Performance and Potential" talent management programme for over 80 Team Leaders in Xoserve. Activities included: obtaining sign-on to proceed by identifying the requirement and business impacts of the programme; developing guidance materials for stakeholders; launching the programme across the business and engaging senior managers to obtain "buy-in"; organising and facilitating 10 "Performance and Potential" workshops and subsequent calibration sessions; and finally developing and embedding the strategy for actioning the output from the sessions - providing a loop back into the original requirements.Business Partner Activities - specific activities have included case management; management coaching; team building facilitation; providing advice on employee law; recruitment and selection project management and relationship management of Shared Services provider.

Established and managed a new 20+ seat inbound contact centre handling business to business customer queries; 3 direct Team Leader reports.Responsible for major liability related service line performance.Responsible for managing supporting-system control and system change programmes (using PRINCE2 methodology).Responsible for liaising with key stakeholders (including service providers and contractors) to ensure customer satisfaction and value for money with regard to new and existing services.Key lead for relationship management of sole agency staff service provider – maximising benefit of staff sourcing strategies.Key Successes:Acted as the Project Coordinator for a company-wide review of performance management scheme. This entailed liaising with “Times Top 100 Companies” to establish market activity; developing and implementing up-skilling workshops; designing communication strategies and writing copy for internal publications; managing training service-provider relationships; liaising with UNISON representatives to secure support; lobbying senior management to secure buy-in; and evaluating and conveying successes of the review.Coordinated and took part in a number of successful internal and external staff recruitment processes – at various levels – in order to source specific desired skill sets into the business.Managed and implemented a significant business change programme that originated a new 30+ seat back office call centre.Initiated re-engineering of processes that has helped increase productivity by 25%; and reduced query handling performance from an average of 4 days to 1 day.Drove out performance improvement initiatives that have reduced staff budget by 20% in four months.Spearheaded culture-change programmes within own area of responsibility that were adopted within the business as a whole to improve employee advocacy that translated to improved productivity and customer satisfaction.

Manage 40+ seat inbound multi-channel contact centre; 5 direct Team Leader reports.Responsible for performance and development of major out-sourced contract.Increased employee satisfaction by 20%.Increased customer satisfaction by 8.5%.Initiated new service lines which increased productivity by 15%.Lead a series of performance improvement programmes that helped deliver KPIs month on month since January 2003 after 3 years of non-delivery.Oversaw creation of, and subsequently managed, centralized support functions.Drove out performance improvement initiatives that reduced staff budget by 10% year on year.Particular successes in performance delivery and improvement; culture change programmes; promoting self-service (web-based) offers.

Managed customer relationship between NG and 3 major gas suppliers.Delivered a 5% improvement in customer satisfaction by working closely with internal departments to deliver external requirements.Initiated and managed Customer Service Strategy for a challenging customer and improved perception of NG's service by 15% in 6 months.

Worked in a team that supported the development, testing and implementation of major industry system/process changes.Principle responsibility for managing system testing.Coordinated internal and external communication.

Managed small team of Administration Assistants.Managed day-to-day relationship with business customers.Coordinated delivery of query responses within agreed timescales.