Jacklyn Batchelar Email & Phone Number

Coventry, England, United Kingdom

• Working as a key part of the team around children in my care, ensuring their needs are met and that the best interests of the children are at the heart of all decisions made.Key Tasks
• Ensuring the physical and emotional needs of children placed in are care are met to aid in the building of a secure attachment to help children feel safe.
• Liaising with all professionals around the children in my care to ensure that everyone has access to the latest information, these professionals include: Social workers, Health visitors, doctors, police, court.
• Completing and submitting weekly records ensuring they are accurate and concise in case of use in future court proceedings.
• Ensuring all records and communications are password protected and handled within GDPR guidelines.
• Attending meetings and advocating for children in my care, to ensure their voice is heard.

Leicester, England, United Kingdom

Solihull

• Through teaching, coaching and mentoring I support our business to develop an environment that encourages, inspires and motivates people to excel whilst building an Agile culture that is adaptive, responsive and.
• Provide coaching to individuals and teams to support in their journey to self-management, psychological safety, and alignment to business goals.
• Implemented team Health Checks for all teams across our business to enable teams to self-assess their day to day functioning and identify areas of development.
• Facilitation of team meetings using Agile tools such as retrospectives to reflect, review and improve on concerns identified.
• Providing insight to members of senior leadership team on themes identified in relation to people and teams across the business.
• Implementation of Employee Net Promoter survey to gain qualitative feedback from employees on how they feel about working for our business.

Solihull, West Midlands, United Kingdom

• Managing high performing teams within the Domestic Customer Service Centre to empower and enable all our people to manage end to end customer processes, using innovation and creativity to manage our customer’s.
• Managing multiple processes within a multi skilled Customer Service Centre ensuring we start and end with the customer in mind in everything that we do.
• Review of shift patterns to ensure coverage of all tasks across 24/7/365 operation.
• Revise out of hours working arrangements to introduce standby shifts for advisors.
• BCM Champion for Domestic Metering ensuring all of our Business Continuity Plans are up to date and fit for purpose, communicated to the business and tested regularly.
• Review and challenge MI reporting where necessary ensuring all KPI's are met and creating rectification plans if required.

Solihull, West Midlands, United Kingdom

• Responsible for creating a Contact Centre for a new business venture within National Grid to manage multiple workstreams and customer interactions to support Smart Meter roll out and business growth, using Agile.
• Design and Implement technology and processes for the National Grid Smart Centre with our customers' needs at the forefront at all times.
• Develop system requirements for Telephony, Workforce Management and CRM solutions.
• Source service providers for SMS, Language Translation and Email Solutions following National Grid guidelines.
• Complete System testing for all Smart Centre Systems ensuring that our requirements were met.
• Responding to RFI's and RFP's from customers with responses detailing the services we offered.

• Providing leadership and support for up to 15 direct reports and creating a motivated environment to support continuous improvement initiatives.
• Report and monitor my team’s and department’s Key Performance Indicators ensuring that they are being improved or maintained.
• Building and maintaining relationships with internal and external stakeholders following relocation of the Domestic Contact Centre.
• Daily teleconferences with Gas Suppliers to highlight any potential issues and inform them of our daily calls forecast.
• BCM champion for the department ensuring that all documentation is fully updated and briefed to all required personnel.
• Supporting employee engagement by having monthly 1-1’s and team meetings/challenges with all team members.