Gillian Harper Email and Phone Number

Acting as a point of contact for the gathering and dissemination of intelligence, providing advice and recommendations to the Mobile Phone Insurance Provider minimizing fraudulent and inappropriate claims in a consistent manner, within the agreed timeframe. Currently resulting in savings to the business of circa £60,000 a monthAssisting with identifying fraudulent activity related to mobile phone orders and abuse of service through the analysis of a number of databases, including Equifax… Show more Acting as a point of contact for the gathering and dissemination of intelligence, providing advice and recommendations to the Mobile Phone Insurance Provider minimizing fraudulent and inappropriate claims in a consistent manner, within the agreed timeframe. Currently resulting in savings to the business of circa £60,000 a monthAssisting with identifying fraudulent activity related to mobile phone orders and abuse of service through the analysis of a number of databases, including Equifax, Red and in house tools. Contacting customers directly and making an assessment of their status as a genuine customer. Taking appropriate actions to preclude risk and loss of revenue to the business to achieving an overall team objective of 80% fraud preventionActing as point of contact to assist with issues encountered with mobile accounts set up specifically for organisers of the Commonwealth Games, involving liaising with Technical Services, Retail and Financial support facilitating a continuation of service Show less

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 metSupporting circa 300 applicants through their personal recruitment journey into the Army specialising in Army Undergraduate Bursary Awards, ensuring each candidate's journey is unique with the emphasis on… Show more 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 metSupporting circa 300 applicants through their personal recruitment journey into the Army specialising in Army Undergraduate Bursary Awards, ensuring each candidate's journey is unique with the emphasis on developing a strong relationship with each candidate and their respective gatekeepers, building an excellent understanding of the individual, their circumstances and motivations, with the objective of providing the advice and support through each phase of their recruitment process culminating in the successful transition from junior candidate to joining the Army as a commissioned Officer Instigating and managing robust recoveries process following non- compliance of awards criteria liaising with Army Personnel and MOD Authority Finance Show less

Managing a case load of circa 120 clients implementing the support required to enable them to meet the end goal of sustainable employment. Understanding the local and national labour market and the challenges faced by clients endeavouring to get back into work following long term unemployment. Delivering a quality service through regular contact ensuring that all clients have individual development plans and that timely, effective monitoring, evaluation, support and guidance is offered and… Show more Managing a case load of circa 120 clients implementing the support required to enable them to meet the end goal of sustainable employment. Understanding the local and national labour market and the challenges faced by clients endeavouring to get back into work following long term unemployment. Delivering a quality service through regular contact ensuring that all clients have individual development plans and that timely, effective monitoring, evaluation, support and guidance is offered and maintained. 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, 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. Show less

Managing a team of 10 team managers, 3 team trainers and 120 Customer Service Advisors; dedicated to delivering exceptional customer service Increased the performance of the part and full time teams to achieve the highest level of customer experience and performance within the Mobile Division during a period of ramp down and redundancyCollaborated on the delivery Mobile Model Call Centre Project across the site which embedded Lean Sigma principles into the day to day operations. This… Show more Managing a team of 10 team managers, 3 team trainers and 120 Customer Service Advisors; dedicated to delivering exceptional customer service Increased the performance of the part and full time teams to achieve the highest level of customer experience and performance within the Mobile Division during a period of ramp down and redundancyCollaborated on the delivery Mobile Model Call Centre Project across the site which embedded Lean Sigma principles into the day to day operations. This resulted in improvements of 10% in handling time, 5% reduction shrinkage alongside an improvement of 15% in call quality to date. Improved performance and engagement within the site through implementation of a simplified monthly appraisal programme supported by detailed performance targets and reporting. Designed and delivered a regular programme of reward and recognition activities for high performance and improvement which has had a significant uplift in morale and engagement. Responsible for all areas of Team Manager and agent recruitment. Improved the quality and efficiency of candidates delivered to the business by implementing new interview processes and assessment centres. Developed and mentored many Team Managers to deliver a high level of performance. This was achieved utilising various engagement techniques through effective guidance and observation. Delivered and trained Team Managers in a new Absence Management Process to improve attendance and ensure consistent management approach. This empowered Team Managers to manage all levels of the HR process. Effectively managed any underperformance through robust performance improvement plans, to deliver above target productivity and behaviours. Coordinated administration and HR activities for all manager and agent redundancies to ensure a smooth transition and closure, whilst continuing to drive engagement, performance and business improvement. Show less

Key AchievementsWorking with Service Excellence Team to ensure consistency of coaching and quality delivery in the TM populationManaging a team of circa 15 agents and mentor to development team managersManaging the recruitment of Team Managers and internal recruitment processes. Through interviews and assessment centres.Building and delivering Team Manager Conferences to ensure key messages are received by the Team Manager population – engaging stake holders and taking… Show more Key AchievementsWorking with Service Excellence Team to ensure consistency of coaching and quality delivery in the TM populationManaging a team of circa 15 agents and mentor to development team managersManaging the recruitment of Team Managers and internal recruitment processes. Through interviews and assessment centres.Building and delivering Team Manager Conferences to ensure key messages are received by the Team Manager population – engaging stake holders and taking recommendations from the business.Promoting a sense of fun learning in the working environment through a variety of interactive work shopsInitiating and undertaking CSA, TT & TM recruitment activities as required to meet the teams headcount needs2002 – 2005: Team Manager Virgin MobileKey AchievementsDirectly managing a team of circa 15 agents on a day to day basisFocusing the team to maintain excellent taking quality, sharing best practice with peersIdentifying exceptional performance and effectively managing underperformance within the teamCompleting reviews and appraisals in a timely mannerCascading business updates and all company communications within required timescales, communicating change positively and effectivelyAssisting team members in reaching full potential through feedback, coaching and development training and a programme of talent management Voted Team Manager of the Year by peers Show less