Ivan Kirby Email & Phone Number

I have provided excellent service to customers purchasing permits and paying or challenging penalty charges, both in person and via email. I have efficiently processed a high turnover of online permit renewals, keeping to strict deadlines. The role has regularly required me to exercise my own initiative and discretion in issuing permits and dealing with penalty challenges.

Face of department and primary point of contact for enquiries within the organisation, customers and the general public. Training new team members.Liaising with other departments and officesDesigning and writing materials to improve communication across the organisation and with existing and prospective customers.Responsible for writing and designing internal publications, including: staff induction manuals, local office guide for new staff and staff newsletters; circulated to over 500 employeesMember of the editorial panel for the organisation’s customer magazine, working with customers to encourage and help develop their own written contributions and editing content for inclusion.Assisted the company’s Communications Officer by contributing content, ideas and proofreading of publicity materialsDevelopment of presentations and correspondence on behalf of senior managementAs a trained staff trainer, developing my own training materials to provide both staff and customers training on key topics such as diversity and inclusion, complaints procedures and communications Management of my own short-term projects including assigned and self-initiative projectsFront line point of contact for vulnerable people experiencing winter-related hardship, acting as a liaison between several organisations offering practical and financial help to decide which service was most appropriate and facilitating this for the customerOn my own initiative, created a personalised, interactive Google Map of where the organisation provides services, improving knowledge among staff of the wide geographical area coveredLiaison with the company’s facilities team to efficiently manage relocation to new office premises Provided day-to-day support to staff as office managerLiaison with IT team to set new employees up on the company’s IT system and ensure they had all necessary personal IT equipmentLiaison with finance team to ensure prompt payment of invoices

Supported the organisation's Quality and Improvement team with day-to-day administration, taking responsibility for development and management of central databases. Acted as central point of contact and facilitator of central employee and customer services to ensure efficient operating as well as being responsible for measurement and reporting of key performance indicators.Highlights:Customer insight and involvement:Lead on customer insight projects, including facilitating customer complaints panel which led to improvement in the organisation's complaints procedureAdministration for Advisory Panel, consisting of customers from across the organisation: obtaining feedback on services and liaising with the relevant departments to help facilitate improvementsAdministration of the In Touch Facebook group, providing a new medium for customer feedback Point of contact for general public enquires and complaints via central email and SMS inboxFirst line helpdesk support for internal customer database, answering and logging all staff queriesKey Performance Indicators (KPIs):Training staff on KPIs and the complaints procedureCollating information for the quarterly KPI report and writing case studies of incidentsProducing performance reports including analysis of key data, the resulting recommendations for improvement being incorporated into business plansCo-ordinating new user setup and training on personal security system, and monitoring staff compliance with mandatory use. My regular promotion and monitoring of the system contributed to staff achieving goals to receive individual bonuses.Actively involved with the organisation's diversity and inclusion group and founder member of the company's staff LGBT group, including acting as a trainer to promote the importance of diversity and inclusion across the organisation

Assistant to the Learning and Development Manager, with responsibility for organising mandatory training sessions and ensuring all new staff completed core training courses. This role was a promotion from my role as part-time receptionist and file clerk where I demonstrated I was reliable and well organised.Highlights:Monitored mandatory training for new starters via Excel database I designed, and liaison with HR to confirm users in post once training was completedPoint of contact for all internal Learning and Development queriesLiaised with internal and external trainers to schedule dates for training courses, and booking staff on to courses