Providing business and facilities management consultancy services in UK and Europe. Our mission is to deliver Value and Innovation through Trust and Expertise. We provide affordable, accessible services enabling any company, large or small, that is passionate about delivering gold standard workplace solutions to engage with us and improve their employee or client experience.

Led the ISS Integrated Solutions Helpdesk and Knowledge Centre, ensuring that service standards were continually met and that all Management Information was produced and presented in an accurate and professional format. Taking an honest and open book approach to the measurement of KPI’s and SLA’s presented monthly results to clients and then liaised with the Operational Teams to address any shortcomings. Also managed the Health Safety and Energy and Environment Team ensuring that a proactive and innovative approach was taken to evironmental initiatives and that Safety was always top of the agenda. Innovations, particularly in relation to sustainability were high on the clients agenda and I managed several process change initiatives to successful implementation. I have particular interest in Business Continuity and am a member of the Business Continuity Institute. In 2009 I supported the client in the achievement of the BSI 25999 standard for business continuity, resulting in successful certification of the only telecoms operator in the UK to this standard. I also take a keen interest in compliance, advising clients regarding current legislation, statutory requirements and documentation and assist clients with the continued assessment audits to numerous certifications and accreditations such as ISO 14001, BSI / OHSAS18001, ISO9001, BSI 27001 and Investors in People.

Management and audit of the quality management system ensuring all data and documentation is up to date and appropriately controlled including design, handover and statutory certification documentation. Assuring adherence to standards for certification to ISO 14001, BSI18001, ISO9001, BSI25999, BSI27001, and Investors in People. Coordinating external regulatory audits. Developing and carrying out internal audits and external supplier audits on processes and procedures, legal and contractual requirements and approved codes of practice. Developing training programmes and material to improve compliance performance and reduce risk.Carrying out internal quality, finance and performance audits on internal processes and controls to assure self-delivered and supplier performance. Acting as the focal point for the co-ordination, control and closure of all internal and external audits.

Carrying out internal and external supplier quality, process and finance audits, making recommendations for performance improvement and driving improvement action. Development of a supplier performance management system and managing reductions in compliance risk though measurement of team, contractor and supplier performance. Accurate reporting and tracking of SLA’s and KPI’s, redefining paper processes to move towards electronic and web based applications, writing and publishing QMS Policy Documentation. Management of property documentation including title deeds and statutory certification. Delivering a range of property audits – supplier performance, financial, regulatory to assure compliance with KPI’s and statutory requirements. Working with suppliers to improve performance and resolve any issues.

Owning and building the Credit & Risk relationship with sales channels, and promoting working together to improve the quality and quantity of connections to O2. Identifying and targeting areas of risk, and educating sales channels to use Credit Policy as a tool to assist in obtaining quality connections rather than a barrier to sales. Carrying out audits and quality checks, analysis of data, preparation of reports and training material. Visiting sales channels to discuss performance, share best practice, deliver training, and introduce process improvement initiatives. Managing a team of twenty eight credit controllers and one supervisor to collect outstanding debt whilst remaining customer focused at all times, achieved through effective performance management, including setting clear objectives, regular performance reviews and effective motivation of the team.