Throughout my time at Routes to Work I have enjoyed career progression and was promoted to Team Leader due to my performance and dedication. I have also been asked to Deputise for the Operations Manager in their absence by being responsible for company performance and reporting. I lead a team of 14 across eight business functions which includes performance management as well as coaching and mentoring. Due to this approach, I have turned around any poor performance and exceeded job starts. I am repeatedly asked to lead various projects and initiatives. Currently, I am devising an effective strategy to deliver the new Young Person’s Guarantee initiative while collaborating with various stakeholders. I have created a project road map to ensure this is delivered to the specification required while meeting strict timescales and budget. I am a big believer in developing partnerships and work closely with local councils and third sectors. As part of this I was able to develop an exclusive employment initiative which increased the conversion of job vacancies. I also represent the company at various operational forums which include conferences, seminars, public presentations and actively encourage the sharing of best practice across the organisation as well as positive collaboration across departments. Due to working on government contracts compliance is very important and I was able to develop, implement, and embed monitoring and quality assurance systems while encouraging a culture of continuous improvement.

As a Case Worker I managed a caseload of around 150 service users on various benefits which included Jobseekers Allowance, Income Support, Employment Support Allowance and PIP to progress their skills, confidence and experience with the ultimate aim of them eventually returning to work. I continually exceeded my annual target of placements and sustainability rates. I utilised my knowledge of a wide range of factors such as homelessness, domestic abuse, criminal convictions, and substance abuse in order to liaise with service users appropriately. I developed SMART action plans to address various challenges and worked with them to achieve their goals and aspirations. I regularly engaged with various organisations such as Salus, SAMH, and various addiction support services to support service users in their journey. As well as this I sourced relevant vacancies for service users through targeted business development activities with employers and training schemes.

I was transferred via TUPE from Reed in Partnership and very quickly achieved and exceeded my target placements each month. I also achieved an 88% sustainability rate, which resulted in increased revenue for the organisation. As part of the role, I facilitated group sessions with service users on various topics which included CV writing, applications form completion, interview skills and realistic job goals to support participants into sustainable employment. To support participants into the workplace I made sure to establish, develop, and maintain relationships with key external employers.

In this position I was able to simultaneously manage my own individual caseload while leading a team of six advisers. I coached and supported them to achieve their targets. I continually exceeded my individual target and coached and mentored the team to enhance their capabilities and exceed theirs. I also conducted regular audits on client files to ensure compliance with DWP regulations.

I was recognised as one of the top performing advisers nationwide and successfully achieved a promotion within a 12- month period due to my outstanding performance.

Responsible for managing, coaching and delivering high performance targets within a team of 12 sales agents working on various different contracts within an outsourcing contact centre. Delivering exceptional customer service whilst selling a range of products and services both to commercial and residential clients. Consistently achieved and exceeded strict monthly KPI's set by Directors