Manage daily operations of a 20 person help desk team, ensuring effective end user support and maintaining high customer satisfaction levels. Co-ordinate and conduct daily managerial meetings, interview candidates, and develop personal growth plans to foster team development. Address escalated support issues and implement solutions to enhance customer experience and departmental efficiency. Enforce strict adherence to company policies and procedures, maintaining operational integrity and compliance. Key Achievements: Increased team motivation and performance through effective one on one management and resolution of personal team issues.Upheld high compliance standards across department by leading initiatives and reinforcing best practises.Identified areas for service delivery optimisation through diligent monitoring and analysis of support processes.

Managed inbound communications from educational institutions, ensuring adherence to JCQ Guidelines and facilitating exam collections in compliance with Department for Education. Trained new personnel on system usage and legislative compliance to enhance team readiness and efficiency. Maintained effective communication channels with AQA and education centres and addressed enquiries. Conducted thorough background checks and history reviews in partnership with the Agency to uphold high standards of security and compliance. Provided pivotal updates and resolutions during weekly service delivery meetings. Key Achievements:Developed a proprietary daily report for AQA, improving accuracy of live exam paper tracking.Maintained rigorous DBS coverage and historical reviews by reinforcing trust and safety protocols.Resolved complex queries as a senior advisor, demonstrating exceptional problem solving skills

Procured essential components from wholesalers whilst ensuring timely deliveries to electricians and enhancing overall service efficiency. Streamlined electricians' daily task schedules to facilitate optimal deployment and readiness for subsequent assignments. Generated accurate quotations for required parts, improving communication efficiency with breakdown providers. Supervised electricians' work schedules/breaks and managed financial enquiries using SAP. Maintained clear communication with breakdown providers by providing regular updates on electrician assignments.Key Achievements:Improved job resource allocation by effectively co-ordinating equipment hire for various projects.Enhanced billing accuracy and efficiency by mastering system use for processing electricians' bills.

Managed inbound calls from the public to provide health related guidance. Executed Health Triage services to direct individuals to suitable medical facilities. Facilitated collaboration with social services for safeguarding interventions to ensure welfare of vulnerable individuals. Co-ordinated with emergency services for rapid response during critical incidents, contributing to life-saving efforts. Key Achievements:Distinguished between sympathy and empathy to provide tailored support and guidance to callers.Maintained a non-personal stance towards complaints, ensuring objective and effective resolution.Utilised extensive knowledge of healthcare systems to streamline appointment scheduling and referrals