Deborah Hawkins Email & Phone Number

England, United Kingdom

All Age Continuing Care (CHC) - May 2023 to dateGP Workforce Solutions - Feb 2022 to May 2023The GP Workforce Solutions (GPWFS) service sources and supplies GPs, through a mixture of staff bank and fixed term contracts to remotely delivery additional capacity to support NHS primary, community and urgent care providers to meet the needs of the populations they serve.Key Achievements:• Implementation of a GP Clinical Audit support function, including revised reporting to ensure delivery to contractual requirements, providing the customer with confidence in the effectiveness of the service delivery. Care Navigation Services - Feb 2022 to July 2022The Care Navigation Service (CNS) delivers a person-centred, outcome focused approach to care navigation. The Control Centre is a service sitting within CNS providing contract centre capability and resource to support the CNS vision, which has included supporting the Immunisation Management Service in increasing the uptake of COVID-19 vaccinations, supporting the delivery of key national public health aims.Key Achievements:• Leading and successfully delivering a person-centred retraction of the service offering, taking the contact centre from c.500 individuals to c.125 in less than two months. This included selection processes for the remaining roles, exit processes for those not securing roles, staff communications.

Southampton, England, United Kingdom

Igloo Energy, founded in 2017, seeks to set itself apart from other operators in the energy space with an ambition to help customers’ homes work smarter, use less energy and cost less to run, whilst providing exceptional customer service.• To lead, grow and develop multi-skilled Customer Service, Customer Care and Collections teams in a complex industry, maintaining exceptional customer service as the company grows at pace.Key Achievements:• Maintaining the Trust Pilot ‘Excellent’ rating, 90%+ customer satisfaction and Citizens Advice Bureau top 5 rated energy supplier, with No1 ranking for Q4 2020 and Q1 2021. • Maintaining one of the lowest rates of complaints in the industry (2021: 24 complaints per 10,000 customers) whilst also doubling the customer base.• Establishing the Collections team and the debt management processes and working with the Product Management team to implement automation of the debt reminder processes.• Doubled the service team to 100+fte in 12 months, adapting the Induction Programme requirements to meet the needs of remote delivery to a team required to be multi-skilled in a complex industry.

Andover

Leading the customer services functions, including contact centre, claims management, complaint handling, retention, for the Corporate and Consumer business unit (circa 300 people) with a budget of £10m to deliver customer experience scores. Leading the delivery of strategic customer focussed projects whilst also achieving key profit targets to ensure the Group ambition is delivered.Key Achievements:• Led the implementation of an annual renewals process for the Consumer book of business, resulting in the avoidance of ongoing annual project costs of up to £700k per annum.• Business Sponsor leading the steering group which delivered improvements to the digital self-service customer journey to drive improvements in the customer experience.• Delivered enhancements to the retention processes through leading a cross-function team, resulting in a 5% reduction in lapses.• Led a review and implemented the recommendations to simplify the delivery of mail and print services across the group, with efficiencies gained and a significant reduction in costs for the business.• Set group standards on quality assurance, complaint handling and technical training with recommendations for models to be adopted across the group.

Andover

Responsible for the Consumer customer journey from acquisition through to service and retention and accountable for the delivery of profitable lines of business and exceptional service across the whole Consumer portfolio.Key Achievements:• Led the successful movement of the Consumer book of business from monthly continuous policies to annually renewable policies. The project delivery resulted in a reduction in customer contact due to enhanced and more frequent communications, 5k greater retention achievement and an improvement of 1% on the CX score.• Conducted a review of the Field Sales team, the only national sales team in the UK for this type of business, implementing changes required to make it more commercially viable and sustainable for the future. This resulted in a budget reduction of 30FTE, whilst maintaining sales volumes.• A key role in delivering the closure of two sites (Leeds and Manchester), ensuring that people were at the forefront of all actions through regular contact and site visits, even through difficult times.

Andover

Responsible for managing the customer contact areas which included Contact Centres (inbound calls, emails, webchat and social media), Claims Handling, Customer Relations and Technical Training across multiple sites to ensure the Simplyhealth customer experience objectives are achieved.Key Achievement:• Returned the contact centre to achieving the required service levels through performance management and the introduction of resource management and optimisation.

Basingstoke

Responsible for conducting monitoring reviews of SLF UK’s business areas to ensure adequacy of the control environment and compliance with appropriate regulations. The role required a focus on the oversight of outsourced arrangements for fund management, fund administration and custody, involving travel to Europe and North America.

Southampton, United Kingdom

Compliance Monitoring Manager (2008 - 2011)Responsible for leading a team and compiling and delivering the compliance monitoring plan for Skandia UK and Skandia Investment Management Limited, using a risk based approach, ensuring the plan meets Risk and Audit Committee approval.Compliance Auditor (2007 - 2008)

Newbury

Short term contracting work reviewing endowment complaints and conducting EB20 Adviser reviews.

Andover

Group Internal Audit, Audit Manager 2002 - 2004Manager, Pension Review 2001 - 2002Senior Compliance Monitoring Manager 1999 - 2000Team Manager, Pension Review 1997 - 1999Customer Relations Officer 1995 - 1997Fund Officer, Investment Accounting 1990 - 1995

Msc, Coaching And Behavioural Change, Merit

Triple-accredited, executive coaching programme to understand the psychology and neuroscience behind behavioural change. Covering various.

Bachelor'S Degree, Psychology, 2.1