Gillian Harper Email and Phone Number

A candidate support manager working in a partnering arrangement with the armed forces to deliver recruitment services for the Army. Collaborating in the successful transition of the Officer Recruitment process from Royal Military Academy Sandhurst to the National Recruitment Centre Upavon involving creating a database of candidates, investigating previous activities to ensure all financial commitments have been metSupport circa 300 through their personal recruitment journey into the Army specialising in Army Undergraduate Bursary Awards, providing critical and timely information, nurturing and motivating candidates through the process of applying for a number of financial awards culminating in joining the Army as a commissioned officerInstigating a recoveries process following non- compliance of awards criteria liaising with MOD Authority Finance Shaw Trust Employment AdvisorManaging a case load of circa 120 clients implementing the support required to enable them to meet the end goal of sustainable employment. Providing a quality service through regular contact ensuring that all customers have development plans and that timely, effective monitoring, evaluation, support and guidance is offered. Signposting clients to relevant training and support organisations throughout their journey Participating in case conferences with partner organisations, support services and other team members on a regular basis to ensure that co-ordination of client’s journey meets business needs and that the customer receives a smooth transition into supported employmentCarrying out regular reviews with the client and the employer, ensuring equality and diversity, contractual and legal obligations are met and providing relevant advice, guidance and support when required to sustain employment. Maintaining effective and efficient administrative procedures producing appropriate records and reports as required, including the updating of client details on the relevant database

Skills and Experience• Delivering an inhouse quality improvement of 15% from 65% to 85% over a six month period. Proficiency in interpreting customer feedback through industry standard processes to understand trends, reaching meaningful conclusions, identifying problems and implementing solutions.• Driving up email quality of response by 25% productivity by 40% through collaborating on the introduction of a new email management system (Magnus). Enabling clearer visibilty of reporting of performance and opportunities for continuous improvement• Accountable for the design and implementation of new talking quality guidelines to respond to the business requirement to improve the quality of inbound, outbound calls and email responses. Liaising with key business stakeholders to understand their requirements, engaging with potential users to trial initial proposals and reviewing accuracy of evaluation through parallel assessments to final adoption. Subsequently increasing the consistency in evaluations across all teams • Achieving an 40% uplift in productivity and improved resolution with outsource partner. Facilitating off shore quality levelling activities to provide structure focus on development opportunities• Compelling Communicator, able to cascade business objectives through sharing information, and setting meaningful targets.• Highly skilled at people development, through both self designed and delivered training programmes and effective coaching• Facilitate mapping all second contact processes to ensure consistent quality of delivery and minimal impact to customers in the hand off of workload to offshore and onshore sites

Key ResponsibilitiesManaged and maintained a team of high performing agentsWas a role model and mentor to less experienced Team ManagersPromoted a sense of fun learning in the working environment through a variety of interactive work shopsInitiated and undertook CSA, TT & TM recruitment activities as required to meet the teams headcount needs

Key ResponsibilitiesDirectly managed a team of circa 12 agents on a day to day basisManaged statistical performance within company targets and guidelinesFocused the team to maintain excellent taking quality, sharing best practice with peersIdentified exceptional performance and effectively managed underperformance within the teamCompleted reviews and appraisals in a timely mannerCascaded business updates and all company communications within required timescalesCommunicated change positively and effectivelyAssisted team members in reaching full potential through feedback, coaching and development training

Key Responsibilities:Delivered fantastic customer service through demonstrating exceptional talking qualityManaged statistical performance within company targetsProactively recognised personal learning and development needs Monitored and evaluated quality as a member of the Quality Monitoring Group prior to the formation of the Service Excellence Team

Key ResponsibilitiesIdentified and recommended suitable mortgage and life assurance products directly to clientsMaintained open and effective communications with mortgage providers, solicitors and IFA'sEnsured all recommendations and documentation in accordance with the Mortgage Compliance Code

Key ResponsibilitiesHelped to establish new business within a competitive market by building relationships with customers, finance representatives and car tradersRecruited and manage a small valeting team ensuring quality of finish through personal inspectionSold and purchased used carsSourced car finance for customers through various agenciesUndertook payroll, book keeping and VAT accounting

Key ResponsibilitiesDeveloped an innovative idea, carried out in depth research involving sourcing suitable premises, equipment and product suppliers Recruited and built a knowledgeable, productive team with the focus on excellent customer service ensuring compliance to required Environmental Health standardsPayroll, book keeping, stock control and VAT accountingEstablished a successful and lucrative business later sold for substantial profit