The role of cross-organisation Operations Manager was created for me in August 2015.I became line manager to staff from different departments, taking on responsibility for finance, projects, and internal tech, whilst retaining customer support.Responsibilities & Achievements:– Organised staff across the organisation to effectively support over 1,000 schools and 10,000 users, with turnover approaching £1 million– Consistently retained customers year-on-year: 97.0% in 15/16… Show more The role of cross-organisation Operations Manager was created for me in August 2015.I became line manager to staff from different departments, taking on responsibility for finance, projects, and internal tech, whilst retaining customer support.Responsibilities & Achievements:– Organised staff across the organisation to effectively support over 1,000 schools and 10,000 users, with turnover approaching £1 million– Consistently retained customers year-on-year: 97.0% in 15/16, 97.2% in 16/17, and 98.3% in 17/18 – Designed and delivered paid training events to more than 600 senior professionals since 2019, with 100% of attendees feeding back that they would recommend to a colleague– Developed mutually beneficial working relationships with organisational partners (Local Authorities)– Focussed on developing a positive, cross-organisational culture through the use of Slack, organising away days and initiating and facilitating staff meetings– Helped build suitable technology stacks: db info -> CRM (inform support) -> Xero (inform billing)– Participated in financial planning meetings to evaluate costs, create forecasts, and manage cashflow– Balanced the needs of customers and staff against the modest budgets of a non-profit organisation achieved through being creative with PD and rewards, and recruiting part-time and term-time staff to deal with pinch-points created by the uneven academic year– Introduced staff to the organisation’s chosen auto-enrolment pension scheme (NEST) Show less

Promoted to Support Manager following a period of sustained success, and in anticipation of the organisation’s planned expansion.I became responsible for developing our Support offering - building infrastructure that could effectively support hundreds of schools and thousands of teachers and school leaders.Responsibilities & Achievements:– Recruited and inducted a growing Support Team– Conducted sales meetings with potential new schools, quadrupling our customer base in 6… Show more Promoted to Support Manager following a period of sustained success, and in anticipation of the organisation’s planned expansion.I became responsible for developing our Support offering - building infrastructure that could effectively support hundreds of schools and thousands of teachers and school leaders.Responsibilities & Achievements:– Recruited and inducted a growing Support Team– Conducted sales meetings with potential new schools, quadrupling our customer base in 6 years– Built infrastructure that allowed a small team to effectively support hundreds of schools – tasklists, workflows, a CRM system (Saleforce), an out-of-hours telephone answering service etc.– Designed and streamlined the organisation’s appraisal system, conducted reviews and set individuals’ objectives to meet organisational objectives– Wrote the organisation’s first HR policy documents, including discipline and grievance– Planned a cycle of annual, reflective meetings around the academic year, focussed on improving the system and our support offering– Led the creation of ‘help’ documentation to support the software, including planning, writing, structuring, and promoting relevant materials at important times– Trained and supported school leaders and their staff in the use of Incerts, both face-to-face and remotely (via telephone, Skype and email) Show less

I began as the organisation's first employee.This role was to support and training schools across England and Wales with the Incerts assessment system. Often, this involved listening to Head teachers' data tracking needs, and producing spreadsheets to save them time. The purpose was to enable school leaders to user their time attempting to improve pupils' learning, rather than calculating percentages etc.

Graduate trainee position

Part time role whilst studying