In my role as SHEQ Advisor, I oversee the first- and second-line assurance for our build partners and Direct Labour workforce. My responsibilities include conducting root cause analysis, reviewing and approving investigation reports, and ensuring corrective actions are effectively implemented. I audit and assess health and safety management systems, leading through collaboration and best practice sharing. This role is crucial for developing and continuously improving health and safety policies… Show more In my role as SHEQ Advisor, I oversee the first- and second-line assurance for our build partners and Direct Labour workforce. My responsibilities include conducting root cause analysis, reviewing and approving investigation reports, and ensuring corrective actions are effectively implemented. I audit and assess health and safety management systems, leading through collaboration and best practice sharing. This role is crucial for developing and continuously improving health and safety policies and processes, resulting in operational and safety enhancements across APFN.• APFN Assurance Programme: Developed and embedded the APFN Assurance Programme for the onboarding and performance management of Partner Engineering Organisations (Principal Contractors), ensuring compliance with ISO 45001 and driving continuous improvement initiatives.• Management Systems Development: Led the continuous improvement and accreditation of APFN Management Systems, achieving compliance with ISO 9001, ISO 14001, ISO 45001, ISO 27001, and ISO 22301.• CDM Assurance Programme: Managed and implemented the APFN CDM Assurance Programme, ensuring adherence to legislative and regulatory requirements for the full fibre network delivery.• Health, Safety, and Environmental Policy: Created and embedded the Partner Health, Safety, and Environmental Mandatory Policy, establishing minimum standards and regulatory requirements for all organisations involved in build or maintenance works on the APFN network.• Civils Procedure: Developed the Safe Planning and Execution of Civils Procedure to ensure safe excavation practices and awareness of hazardous pipelines and electrical cables, in accordance with HSG47.• Safety Event Investigation: Conducted root cause analysis and implemented corrective actions as part of second-line assurance for all safety event investigations, driving targeted improvement programmes based on inspection non-conformances. Show less

In my role as Governance Lead, I was responsible for the onboarding, assurance, and performance management of the Openreach partner workforce. My duties encompass both onsite and offsite assurance activities, including audits, investigations, and the development of corrective actions to mitigate incident risks. I review and analyse performance issues and policies, creating or amending standards and procedures to drive continuous improvement with our build partners.• Performance Reporting:… Show more In my role as Governance Lead, I was responsible for the onboarding, assurance, and performance management of the Openreach partner workforce. My duties encompass both onsite and offsite assurance activities, including audits, investigations, and the development of corrective actions to mitigate incident risks. I review and analyse performance issues and policies, creating or amending standards and procedures to drive continuous improvement with our build partners.• Performance Reporting: Regularly reviewed and reported on Build Partner health and safety performance to General Managers, Directors, and team managers.• Operating Procedure Development: Created and implemented The Contractor Health and Safety Team Operating Procedure to enhance operational standards.• Guidance Documentation: Developed and distributed Openreach Guidance Documentation, driving continuous improvement across the organisation.• Standardisation of Templates: Professionalised and standardised all assessment and audit templates to ensure consistency and accuracy.• Risk Rating Procedures: Established a partner risk rating system and assessment scheduling procedures to better manage and prioritise partner performance.• Assurance and Investigation: Conducted assurance assessments and accident investigations, identifying root causes and ensuring the effective implementation of corrective actions.• Training and Development: Provided training and upskilling for new team members to enhance their capabilities and performance. Show less

Selected to be part of a team of project managers responsible for delivering Openreach’s new ONSA contract, my role involved overseeing both internal and external partner organisations. My key responsibilities included creating standard operating procedures, managing operational and cultural change, and driving complex projects to enhance performance and productivity. I also played a crucial role in training delivery to ensure successful contract implementation and interdepartmental… Show more Selected to be part of a team of project managers responsible for delivering Openreach’s new ONSA contract, my role involved overseeing both internal and external partner organisations. My key responsibilities included creating standard operating procedures, managing operational and cultural change, and driving complex projects to enhance performance and productivity. I also played a crucial role in training delivery to ensure successful contract implementation and interdepartmental change.• APOP Development: Developed the Area Partner Operating Procedure (APOP) and established new operating procedures and roles for the successful mobilisation of the Openreach Network Services Agreement across twenty-nine operational divisions.• DFE Desk Programme: Incepted, delivered, and managed the DFE Desk programme, creating training materials and standardising the Deferral from Estimate (DFE) process. This initiative significantly reduced delivery costs, saving £12.5 million against a forecast of £2.5 million.• Training Delivery: Created and delivered comprehensive training materials nationally to support the implementation of process changes and ensure alignment across Openreach and partner organisations.• Executive Reporting: Regularly reported and presented progress to CEO, General Managers, and Directors, providing updates on project status and key achievements.• Change Management: Led efforts to drive operational and cultural change throughout Openreach, fostering improvements in performance and productivity. Show less

As part of a team of twenty project and service managers, I was responsible for proposing and delivering multi-million-pound change programmes for the DWP Network, serving central government. My role encompassed meticulous cost estimation, budgeting, and seamless management through proposition, delivery, and change control. I focused on continuous process improvement and resolved issues identified through performance metrics and root cause analysis by consulting with top management and project… Show more As part of a team of twenty project and service managers, I was responsible for proposing and delivering multi-million-pound change programmes for the DWP Network, serving central government. My role encompassed meticulous cost estimation, budgeting, and seamless management through proposition, delivery, and change control. I focused on continuous process improvement and resolved issues identified through performance metrics and root cause analysis by consulting with top management and project managers.• Equipment Decommissioning and Commissioning: Oversaw the decommissioning and commissioning of core equipment for the DWP network, addressing points of failure identified through root cause analysis.• Network Security Upgrade: Led the upgrade of security for the DWP network, Europe’s largest telephony network, by deploying Network Access Control across over 4,000 switches and 350,000 switch ports.• Information Migration: Managed the migration of Social Security information from the DWP Network to agencies throughout Europe following Brexit.• Complex Project Delivery: Delivered complex proposals and projects within tight timescales and budgets, ensuring successful outcomes and adherence to constraints.• Continuous Improvement: Provided feedback on continuous improvement initiatives and obtained approval from senior staff and top management.• Senior-Level Coordination: Organised and chaired launch meetings with senior officials from my organisation and the DWP to discuss the impact of changes and secure necessary approvals.• Team Support: Facilitated the onboarding of new team members by providing support and establishing effective support networks to aid their integration into the team. Show less

As the single point of contact for complex customer complaints, I managed case resolution and root cause identification for customers in distress. My role involved managing and coaching teams, providing feedback to General Managers and stakeholders, and resolving escalations from advisors and the chairman’s office. I handled all customer care issues for residential clients, including complex billing, fault resolution, and general inquiries. Additionally, I managed the migration of customers to… Show more As the single point of contact for complex customer complaints, I managed case resolution and root cause identification for customers in distress. My role involved managing and coaching teams, providing feedback to General Managers and stakeholders, and resolving escalations from advisors and the chairman’s office. I handled all customer care issues for residential clients, including complex billing, fault resolution, and general inquiries. Additionally, I managed the migration of customers to more suitable products, tailoring solutions to meet individual needs.• Enhanced Customer Experience: Increased customer satisfaction by reducing customer effort, improving First Contact Resolution (FCR), and achieving one-contact resolution for complex issues.• Timely Issue Resolution: Successfully resolved customer issues promptly, reducing call handling times and minimising wait times between issues.• Customer Satisfaction: Maintained high levels of customer satisfaction and achieved Net Promoter Score (NPS) targets through effective coaching and performance management of my team.• Process Improvement: Contributed to internal process improvements by providing feedback and suggestions for optimising diagnostic flows and other operational processes. Show less

As the Business Sales and Service Manager, I was responsible for driving both sales and service excellence within a dynamic team environment. I led the transition of business customers from point-of-sale to seamless service delivery, managing a range of projects and processes to enhance revenue and customer satisfaction. This role combined strategic sales management with hands-on service execution to achieve business objectives and optimise customer experiences.• Sales and Service… Show more As the Business Sales and Service Manager, I was responsible for driving both sales and service excellence within a dynamic team environment. I led the transition of business customers from point-of-sale to seamless service delivery, managing a range of projects and processes to enhance revenue and customer satisfaction. This role combined strategic sales management with hands-on service execution to achieve business objectives and optimise customer experiences.• Sales and Service Integration: Developed and implemented sales desk processes to identify and act on sales opportunities while ensuring seamless service delivery for business customer relocations and upgrades. The team successfully covered operational costs within the first year by converting leads into sales and addressing previously missed opportunities.• Project Management: Oversaw and managed over 50 concurrent projects, including complex ISDN and switch equipment setups, to ensure timely and effective delivery.• Revenue Generation: Achieved £8 million in revenue within the first year of sales desk operation, surpassing the target by optimising sales processes for switch and leased line products.• Process Development and Improvement: Spearheaded the creation of new processes and procedures, resulting in improved delivery efficiency and customer satisfaction.• Performance Reporting: Provided regular performance updates to senior managers and stakeholders, including sales leads, revenue statistics, and project status.• Root Cause Analysis: Conducted thorough analyses to identify and address issues, managing change programs to enhance customer journey and process efficiency.• Cost Efficiency: Explored innovative methods to increase cost-effectiveness and future-proof solutions for business customers.• Team Coaching: Trained and coached team members on new products and processes, ensuring optimal solutions were delivered to customers.• Escalation Management. Show less

Operation of a Transport cheque imaging machine and accurate recording of payment and account information before cheques and payments could be batched and processed. Responsibilities & Achievements included: Processing thousands of customer’s payments per day via cheque, postal order, and cash.Responding to and management of billing enquiries from customers and businesses.Entering vast amounts of customer payment data, using the Mars System Reconciliations, preparing cheques… Show more Operation of a Transport cheque imaging machine and accurate recording of payment and account information before cheques and payments could be batched and processed. Responsibilities & Achievements included: Processing thousands of customer’s payments per day via cheque, postal order, and cash.Responding to and management of billing enquiries from customers and businesses.Entering vast amounts of customer payment data, using the Mars System Reconciliations, preparing cheques for delivery to the bank and ensuring balances are correct. Show less

Management of the reconciliation, missing payment, and payment processing operations of the BACS Department. Leading and developing new ways of processing payments and simplifying the way we work, we manged to reduce our cash in transit figures by over 3 million pounds, meaning customers payments were being allocated faster, and more accurately.Responsibilities & Achievements included: Balancing the BT BACS account, a multi-billion-pound account for businesses and wholesale customers… Show more Management of the reconciliation, missing payment, and payment processing operations of the BACS Department. Leading and developing new ways of processing payments and simplifying the way we work, we manged to reduce our cash in transit figures by over 3 million pounds, meaning customers payments were being allocated faster, and more accurately.Responsibilities & Achievements included: Balancing the BT BACS account, a multi-billion-pound account for businesses and wholesale customers worldwide.Working closely with Banks and technical teams to ensure balances are correct, identifying incorrect balances and correcting accounts.Looking after extremely sensitive data, and organising onsite and offsite filing and record destructionReleasing documents to Director level in the form of Pivot Tables, forecasts, and presentationsWorking out FTE, to ensure we have the correct staffing levels for operations in the business unit.Locating and resolving missing payment enquiries for both business and residential customers Show less