In this role I am responsible for 3 teams within a customer services environment, managing the property objectives of key stakeholders linked to residential Supported Living schemes in England and Wales in line with Fairhome funding objectives and financial modelling. Key Accounts consist of a combination of Local Authorities, Registered Providers, Support Providers. I have developed good working practices by providing information, which can be used in improving and influencing company systems, workflow and Key Performance Indicator metrics. My role also involves resolving administrative problems by preparation of reports, analysing data, and identifying solutions / keeping good quality records.• Evaluate how the Client needs are met.• Working closely with the Registered Providers to ensure Service User needs are met.• Ensure SLA targets and other agreed targets are met.• Review working practices to ascertain success/devise an alternative if not.• Ensure safety regulations are met.• Ensure compliance regulations are met.• Human Resources issues are resolved.• Staff performance across the Maintenance Help Desk, 121’s, coaching, team meetings etc.• Having power and authority to implement new processes and change.• All HR related meetings/functions – Disciplinary, absence management, performance management, probation reviews, pay related annual reviews/appraisals.• Subcontractor Procurement Management: I oversee the procurement of subcontracts including the management of cost, schedule and performance parameters. In addition, to ensuring subcontractor specifications, work statements, insurances and terms/conditions are valid and in place..Key Achievement/Projects• Implementation of team structure change to benefit the client in creating a more streamline process and achieved SLA targets as well as implementing KPI’s.• Reduced overdue jobs by 81% over a period of 6 months (1145 down to 142).• Implemented new processes which improved the quotes time frame

• Managing the day to day running of the Helpdesk team who are delivering the required customer results across a specified work area or geography, ensuring compliance of multiple assets.• Implemented KPI’s to ensure the team worked towards agreed client targets.• Developed key relationship with Contracts managers to maintain client satisfaction and fluidity of workflow.• Managed, coached and supported the team to liaise with the client, local authorities and other third parties i.e./ subcontractors, hire companies etc.• Continually monitored and ensured full compliance with local authority and statutory provisions for the client are upheld.• Managed complaints and queries escalated both internally and externally by developing and implementing a complaints tracker.• Created and implemented SOP’s for the Facilities side of the business. • Managed and monitored accurate job recording on the bespoke scheduling system.• Regularly conducted individual 121 meetings, annual performance reviews and monthly team meetings.• Performed return to work meetings, HR Meetings, investigation and disciplinary meetings.• Responsible for presenting at operational productivity in client and director meetings as well as producing KPI, Compliance and customer satisfaction reports.

Carillion plc was a British multinational facilities management and construction services company.• Supervised 3 teams which included work schedulers, customer service and subcontractor management team to deliver the required customer results across a specified work area or geography, ensuring compliance of multiple assets.• Implemented KPI’s to support the prioritisation of work to agreed client targets.• Liaised with Regional Engineering team to maintain best practices and SOP’s.• Ensured full compliance with local authority and statutory provisions for the client were upheld.• Managed the complaints process.• Ensured the teams accurately recorded all aspects of the job.• Monitored, developed and coached team members to ensure 100% performance achieved month on month.• Performed regular individual 121 meetings, annual performance reviews and monthly team meetings.Key Achievement/Projects• Part of a department integration/ mobilisation resulting in wider knowledge base and improvements in customer services.

Managing an inbound contact centre with 30 FTE, advisors and team leaders, ensuring day to day, end to end customer service delivery. Resourcing and developing staff through coaching/training. analysing fundamental data and reporting to the senior directors. Creating and implementing SOP's to ensure a more streamlined service delivery. Managing department budgets. Managing all HR related issues.• Targets/Service Levels - monitoring and ensuring the delivery, maintenance and ongoing improvement of customer service efficiency targets, through the management of individual operator performance.• Development - identifying strengths and weaknesses providing ongoing training and coaching, setting individual objectives.• Morale and Motivation - delivering team Buzz Sessions; to monitor, analyse and report trends in advisor morale and motivation, taking appropriate action where necessary to meet the required standards.• Teamwork – building and maintaining close working relationships to ensure the successful delivery of the team objectives and the customer service efficiency targets.• Strategic Analysis and Reporting - analysing advisor performance, giving feedback and implementing recommendations in line with Client requirements.• Training Needs Analysis - carry out, and report, regular team training needs analysis, identifying individual and team training needs and carrying out recommendations.• Performance Feedback - providing ongoing feedback on the quality of the advisors’ performance to both the individuals• Quality Targets - devising and maintaining call quality measurements in agreement with the Quality Team and Project Manager.

I manage the day-to-day delivery of a team of twenty service professionals via strategic measurement and individual development to achieve Client sales efficiency targets.Key Responsibilities and Accountabilities include:Targets/Service Levels - monitoring and ensuring the delivery, maintenance and ongoing improvement of customer service efficiency targets, through the management of individual operator performance.Development - identifying strengths and weaknesses providing ongoing training and coaching, setting individual objectives.Morale and Motivation - delivering team Buzz Sessions; to monitor, analyse and report trends in advisor morale and motivation, taking appropriate action where necessary to meet the required standards.Teamwork - building and maintaining close working relationships to ensure the successful delivery of the team objectives and the customer service efficiency targets.Strategic Analysis and Reporting - analysing advisor performance, giving feedback and implementing recommendations in line with Client requirements.Training Needs Analysis - carry out, and report, regular team training needs analysis, identifying individual and team training needs and carrying out recommendations.Performance Feedback - providing ongoing feedback on the quality of the advisors performance to both the individuals and the Project Management Team.Quality Targets - devising and maintaining call quality measurements in agreement with the Quality Team and Project Manager.

managing a team of 25 customer services agents within an outsourcingcustomer contact centre. My duties of this role included:Targets/Service Levels - to monitor and ensure the delivery, maintenance and ongoingimprovement of customer service efficiency targets, through the management of individualoperator performance.Advisor Development - to identify strengths and weaknesses, providing ongoing trainingand coaching and setting individual objectives for each member of my team.Morale and Motivation - delivery of team Buzz Sessions; to monitor, analyse and reporttrends in agent morale and motivation, taking appropriate action where necessary to meetthe required standards.Teamwork - To build and maintain close working relationships to ensure the successfuldelivery of the team objectives and the customer service efficiency targets.Strategic Analysis and Reporting - to analyse agent performance, giving feedback andimplementing recommendations in line with Client requirements and SLA's.Training Needs Analysis - to carry out, and report, regular team training needs analysis,identifying individual and team training needs and carrying out recommendations.Advisor Performance Feedback - to provide ongoing feedback on the quality of the advisorsperformance to both the individuals and the Senior Management Team.Quality Targets - to devise and maintain call quality measurements in agreement with the

Administrative/co-ordinator role, arranging engineer site visits, call out to breakdown, purchase ordering and invoicing. Completing engineer timesheets, data input, forecast updating and handling customer calls.

Being responsible for leading a team of Member Service Advisor's, my role involved coaching, guiding, supporting and motivating each individual to achieve all personal and departmental KPI's and deliver an excellent service to the customer.I carried out investigations, capability meetings, disciplinary and grievance processes and hearings in accordance with HR policies and procedures. If a customer should make a complaint, I would take over the call, try to resolve and logthe complaint. I carried out side by side and remote call auditing and fedback on the quality and efficiency of the call, coaching the advisor where necessary.I carried out weekly team meetings, giving any updates, checking morale and discussing any team issues.Liaising with my peers and direct manager in operational meetings, networking with other departments and external clients.

I was responsible for leading a team of Member Service Advisor's, my role involved coaching, guiding, supporting and motivating each individual to achieve all personal and departmental KPI's and deliver an excellent service to the customer.I carried out investigations, capability, disciplinary and grievance processes and hearings in accordance with HR policies and procedures. If a customer should make a complaint, I would take over the call, try to resolve and log the complaint. I carried out side by side and remote, observational call auditing and feedback on the quality and efficiency of the call, coaching the advisor where necessary.I conducted weekly team meetings, giving any updates, checking morale and discussing any team issues.Liaising with my peers and direct manager in operational meetings, networking with other departments and external clients.

Liasing with customers on the telephone, mostly company members, however, on occasion, Icovered for corporate and personal depts. My role consisted of handling customer queriesat first point of contact where possible, dealing with Claims queries, complaints andauthorising treatments. A variety of administration was involved in my role,using many ofBupa's systems, including microsoft outlook, excel, word and various in-house systems. Iwas also responsible for a team of new advisors, coaching, guiding, supporting andmotivating each individual to achieve all personal targets. To ensure they were achievingdepartmental targets and standards and giving an excellent quality of service.

. Liasing with customers on the telephone, mostly company members, however, on occasion,I covered for corporate and personal depts. My role consisted of handling customer queriesat first point of contact where possible, dealing with Claims queries, complaints andauthorising treatments. A variety of administration was involved in my role,using many ofBupa's systems, including microsoft outlook, excel, word and various in-house systems. Iwas also responsible for a team of new advisors, coaching, guiding, supporting andmotivating each individual to achieve all personal targets. To ensure they were achievingdepartmental targets and standards and giving an excellent quality of service

Responsible for a team of new advisors, coaching, guiding, supporting and motivating each individual to achieve all personal targets. Coaching the advisors in dealing with customers on the telephone, feeding back on quality and technical elements of their performance.Handling customer queries at first point of contact where possible, dealing with Claims queries, complaints and authorising treatments. Core involvement in the administration of Bupa's systems, including Microsoft outlook, excel, word and various in-house systems. Ensuring team achieved departmental KPI's, targets and standards and giving an excellent quality of service.

Airline cabin crew, being the main point of contact for passengers while they are in the air. Responsible for passenger first aid and safety and trained to deal with security and emergency situations. To ensure that all emergency equipment was in working order prior to take off and explain and demonstrate safety procedures and equipment to passengers. Also, to reassure passengers in the event of an emergency.To ensure that passengers were comfortable throughout the flight and that the flying experience was a pleasant one. Attending to passengers' needs and I provide a high level of customer service, serving refreshments and selling duty-free goods.