Jake Baker Email & Phone Number

Core responsibilities include:• Lead, motivate and manage a team of high-performing Account Managers and Senior Account Managers in the successful delivery of customer projects and ensuring customer satisfaction remains high.• Provision of specialist consultancy to our clients in Process and Service analysis and design, system configuration and legislative advice and guidance. • Monitoring progress of current projects, troubleshooting issues and providing potential solutions for team members and clients• Writing value-for-money propositions for clients to assist with procurement• Preparation of and contribution to board-level reports and keynotes• Development of Business and Marketing plans, Set goals and monitor progress with team members to deliver on those plans. • Lead on strategic product development roadmap, analysing feedback, market trends and legislative change to ensure we maintain a competitive edge.Additional achievements:• Led the team through exceptionally busy work periods, including our busiest ever quarter (more business than the previous 3 quarters combined)• Implemented and iterated on our work platform – Monday.com – replacing legacy systems including multiple duplicative spreadsheets, word docs etc with a unified solution covering most areas of the business from quoting through to purchase orders and delivery. Dramatic increases in productivity by utilising automations and integrations. • Lead on the growth of revenue in excess of 10% year on year

Core responsibilities include:• Management of end-to-end requirements from initial enquiries (including quotations) to implementation and then ongoing account management• Implementation of complex Housing IT solutions across Homelessness, Allocations & Lettings, Housing Management and other areas of Housing portfolios using PRINCE2 methodologies• Management of key stakeholders such as Project Boards, end users and suppliers• Translating non-technical requirements from end users into technical solutions with developers• Delivering Training to delegates in the usage of our products – both for Admin users and non-admin users.• General Support – troubleshooting and solving problems of clientsAdditional achievements:• Building from-scratch a Customer Relationship Management solution for the business on the Monday.com platform, including building dashboards, integrations, automations, reports and more.• Establishing and managing a clear Feature Requests / Product Roadmap process including frameworks for prioritisation of new features and identification of new sources of funding to accelerate development of products• Providing thorough and clear responses to tender requirements, maximising our chances of demonstrating our compliance with quality criteria and winning contracts

Offering exceptional advice and assistance to Local Authority Homelessness Services and Social Housing providers with expertise in Business Analysis, IT Systems enhancements, Service Reviews and much more.I assist organisations with:- strategy writing- bid writing- service reviews- IT Systems enhancements (e.g. Locata)- process analysis, documentation and design- legislative guidanceAnd more...

Lancaster, England, United Kingdom

Managing a team of 11 Officers within a busy Local Authority Housing Options service, delivering the homelessness service for the council.Key Achievements include:- Development, Design and Implementation of a Case Audit / Performance Management Framework including all policies, procedures and expectations documentation- Collation, preparation and analysis of data for onwards reporting both for internal stakeholders such as elected members and also external stakeholders such as MHCLG (Delta)- Review and re-design of internal processes, including implementing a new "Triage" process for Homelessness approaches including process mapping and supporting documentation. - Management of the rollout of a new Homelessness Case Management System (Locata - HPA2) including customisation of back-office framework, tasks and questions, letter templates and PHPs. Training of staff members within the team.- Rollout of new system to Corporate Customer Services team to enable a more efficient and effective interface between the two teams.

Remote

Leading on the ongoing acquisition programme to acquire properties for usage by BCW in the performance of their duty to provide quality and suitable emergency / Temporary Accommodation to Homeless households. This is a capital programme with a budget in excess of £4.7m, where my role as PM has been to:- Clearly identify and map project processes, including preparing RACI matrix for project participants- Act as SME for this project with regards to reporting to committees / members- Lead and engage with key stakeholders in the delivery of this project in good time and to standards expected by members- Establish from scratch new policies for the council such as TA Policy, Lettable Standards PolicyMy role also includes the oversight of the Revenue account resulting from the capital programme:- Manage the ongoing portfolio of properties as a revenue account with income approaching £500k per year- Establish proceeses for the effective portfolio management of the new portfolio including arrears management, voids management, repairs management and so on- Establish costings and forecasts for individual properties and the portfolio as a whole

Nottingham, United Kingdom

Project Manager of 4 Homelessness Projects including Homelessness Prevention Service, Corporation Oaks, Linby Drive HPS and Landlord Liaison Project helping applicants secure move on accommodation • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet day to day operational demand.• Developed and maintained relationships with key stakeholders such as the consortium leaders and housing aid to maximize positive outcomes and improve the efficiency of the service.• Controlled costs and optimized spending via restructuring of budgets, authorizing of purchase requests and review of BC1 / Slates.• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.• Trained and guided team members to maintain high productivity and performance metrics.• Maintained team efficiency by strategically delegating daily activities, monitoring output, and rewarding positive contributions.

Barrow-In-Furness, Cumbria, United Kingdom

Management of caseload of complex cases and providing expertise and assistance to other officers, drawing upon varied experience of other Local Authorities’ approach to the HRA.Development of new organisational procedures, including process mapping, consultation and procedure writing for support roles within the department i.e. Private Sector Liaison OfficerSignificant overhaul of the service’s Personal Housing Plans, providing hugely improved usability for officers and applicants, reducing time spent on preparation of the document while increasing its usefulness for homeless clients. Review of and preparation of Council’s homelessness strategy as defined by the Homelessness Code of Guidance, working in collaboration with the Lead SAO on preparation of key action points and action plan on how to achieve them.Responding to MHCLG consultations, and FOIs.Facilitation of key stakeholder and partner meetings.

South Yorkshire

Management of own workload of complex cases, and supporting other junior officers in complex decision making. Supervision of team of 5 officers, managing day-to-day workloads including new case allocations, quality checks, rota preparation and handling issues and decisions requiring senior approval.Monitoring quality and standards of performance of junior officers and providing constructive feedback and guidance. Development of organisational processes for new role, and how they fit within the organisational and operational structures of the service. Training of new and existing employees on multiple areas such as case law and systems.Provide team with any organisational updates flowed down from upper management.Handling complaints escalated by junior officers. Responding to S.202 requests for review, presenting the council’s case for defence and providing advice to managers and legal team on appropriate next steps as required.

Sheffield, United Kingdom

Managing large number of homelessness applications for upwards of 56 day duty period. Assessing, interviewing, investigation and decision making of applicant’s circumstances and outcome of application. Making decisions related to S.184 Housing Act 1996 and Homelessness Reduction Act 2017Negotiation on behalf of applicant with landlords, agents and other relevant organisations to resolve situation.

March, Cambridgeshire, United Kingdom

Managing large number of homelessness applications for upwards of 56 day duty period. Assessing, interviewing, investigation and decision making of applicant’s circumstances and outcome of application. Making decisions related to S.184 Housing Act 1996 and Homelessness Reduction Act 2017Negotiation on behalf of applicant with landlords, agents and other relevant organisations to resolve situation.Preparation of Statutory-Requirement statistics and reporting to DCLG.Management of database systems including error reporting, data validation and road mapping. Homelessness Strategy formulation within department. Standardising processes and correspondence for all cases within department. Constant application of process improvement ethos and subsequent effectiveness improvements. Development of strong relationships between local housing teams and local agents.

Skegness, Lincolnshire, United Kingdom

Citizens Advice is a charitable organisation, which can trace its roots back to the height of World War II, is a free, confidential and impartial service aiming to help people overcome their problems, whilst also lobbying for positive change based on where people need it most. The Building Better Opportunities Project, which I coordinate for the District of East Lindsey, aims to provide clients with holistic support on a range of issues including debt, benefits, housing, employment and much more. Core aims include helping local residents to improve their lives through income maximisation, effective household budgeting and access to employment.Key Responsibilities • Interviewing, assessing and managing clients through a 6-month holistic programme aimed at breaking the cycle of poverty.• Assisting with and teaching various tasks such as Benefits applications; household budgeting tips; CV writing and other employability help such as searching for training; creditor negotiation; other general advice.• Drawing on resources available, such as internal information databases to provide excellent quality and clear advice.• Researching outside of internal resources such as statute and judicial precedent to develop a client’s case.• KPI Management, Analysis and Reporting & Stakeholder Management• Acting as core facilitator of strong, positive relationships with external partners. • Internal auditing of physical and digital participant files. Subject expertise focused on employment and housing law.

Peterborough, United Kingdom

Northrop Grumman Corporation is a large American Defence company with revenues in excess of $24bn. Park Air Systems is a wholly owned subsidiary of Northrop Grumman, and a leading manufacturer of civilian and military ground-to-air Air Traffic Control Systems.Key Responsibilities• Responsible for management of multiple opportunities at any given time, ranging in value from £1k to £1m for the region of Middle East & Africa.o Including liaising with key stakeholders within Systems Design, Program Management, and Procurement etc.• Management of customer and internal expectations, in line with agreed departmental Service Level Agreements, and tender-driven deadlines.• Extensive contact with Salesforce CRM from both a day-to-day usage, to in-depth reporting and analytics purposes.• Post-Quotation support and follow up responsibility, managing conversion to sale, and reporting ratios.• Close working relationship with Senior Business Development Manager on bid strategy, both technical and commercial, customer management and pipeline management.• Process Analysis and Improvement o Attended training course in April 2017 in this area of organisational improvement.

Peterborough, United Kingdom

Key Responsibilities• Handling large volumes of inbound and outbound calls including:o Saleso Servicingo Complaints/Technical Referrals• Tracking of personal and team KPIs such as Sales Conversion, Retentions and Customer Service Scores.• Complaint handling/Technical Referrals

Lincoln, United Kingdom

Within my studies, an area of key interest to me is student engagement and representation. I have had a voluntary role previously as a “Course Rep”- representing the views of my peers, negotiating my way around problems and cooperating with different bodies in order to improve the student experience.As of this February, I have been elected (By Landslide) to the voluntary and part-time position of College Officer. This role is one of the most senior representative position within the Students Union, and my commitment to these issues, demonstrates my determination and drive to perform and develop myself. The work I do now also transfers effectively into the workplace- for example, I am currently responsible for leading a small, yet effective senior reps team toward achieving our targets on engagement, satisfaction and the student experience. Skills that are perfect for modern day managers- problem solving, organisation, leadership and so on- are used every day in my work as College Officer.Key Responsibilities:• Management and Leadership of over 200 Course Representatives• Leadership and membership of Union and University committees and working groups. • Establishment of University priorities on the Student Experience Agenda. • Problem solving, negotiation and collaboration with wide range of stakeholders.

Lincoln, United Kingdom

Human resources at Primark is very varied on a day-to-day basis, but is always an opportunity to develop myself. Tasks which I am solely responsible for include such as ensuring payroll information is accurate for nearly 200 employees in a single store. Attention to detail is very important. A core task which has been an excellent opportunity for me to develop my skills such as leadership, public speaking and organisation has been the development and delivery of a training programme to radically overhaul the levels of competencies within workers at Primark Lincoln. Results have already been seen at such an early stage of the programme.

Business And Management, Business And Management, 2:1

Activities and Societies: Course Representative for Business and Management Level 1 & 2 College Officer for Social Science 2014/15

A Levels, Business Studies, History, And Government And Politics, B B C