Janine Rothwell Email & Phone Number

Hemel Hempstead, Gb

Watford, England, United Kingdom

Hemel Hempstead, England, United Kingdom

Employed as Branch Manager for a successful, local independent recruitment agency. I am responsible for the overall day to day management of the branch, staff, clients and candidates. Proven record of on-boarding various new clients, managing contract negotiations and National tenders securing PSL status. Also involved with the development of the company website. Since joining Ashendon Recruitment online reviews from client and candidates alike have increased to 4.9 out of 5*. I have restructured the team and relocated the branch to modern, vibrant offices within a key location. The key day to day aspects of my role are as follows: • To build new client relationships and account manage existing clients• Increasing sales and leading the team to achieve targets• Staff retention• Manage and develop onsite team (Employment law, performance reviews, disciplining, performance, KPI management/reporting and training) • Achievement of contractual KPI’s and SLA's• Managing and participating in National tenders, achieving PSL status • Ensuring all policies and procedures are current, up to date with legislation and are met• Use or various systems, internal CRM system and various client online portals

Hemel Hempstead, United Kingdom

Following the acquisition by Virgin Media, I reported directly to the Head of Customer Services. I was responsible for managing various teams such as Service Relationship Managers, internal Managed Service Desk and an external Service Support Centre. It was my role to lead, manage and develop multiple teams and ensure contracted service levels were achieved across various multi-million pound contracts. All measured against tight SLA’s and customer performance measures. Delivered a high level of customer service against demanding support models, whilst building solid customer relationships in a fast paced 24/7/365 complex environment. A senior stakeholder and decision maker in many key projects such as the implementation of new ITSM system, transitioning service providers from one outsourced provider to another, implementing GDPR and ISO accreditations whilst delivering cost savings and continuous service improvements. Key achievements:• Following successful retention, supported with the renegotiation of a multi-million pound contract ensuring we on-boarded services on time and delivered against SLA's • Key stakeholder and process owner for the GDPR project (May 2018). Delivered fully compliant and on time• Successfully led my teams through 3 ISO audits (27001, 9001, 20000) passing each audit without any minor/major recommendations. Received an award in recognition of this• Achieved one of the highest Team Engagement scores within the business in August 2018 - resulting in another awardKey responsibilities:• Understanding the needs of various stakeholders and communicating them appropriately • Lead process improvement activity and develop new ideas to solve customer problems• Build, grow and retain customers • Ensure (and achieved) consistent performance management across the teams• Senior escalation point for internal stakeholders and contracted customersExcellent customer service skills Highest staff retention score across the division

Promoted to Head of Department with the responsibility of building a new structure to include a team of Service Relationship Managers, whose focus was to manage relationships and drive improvements across the portfolio, strengthening loyalty and identifying areas of growth. Engage key internal and customer stakeholders and continually build, strengthen and maintain relationships. Within this role I was tasked with creating a management structure consisting of a UK Engineering Manager, a Customer Services Manager and an SRM Manager, all roles and their teams reporting to me. Regularly reviewing monthly data with the teams to identify trends and areas for continuous service improvements and allow our contracted customers to make strategic changes to improve customer service and increase revenue for both parties. The team was built successfully and within budget with key improvements identified in all areas;• Identified and implemented process improvements delivering cost savings and efficiencies allowing engineers to become self-sufficient by rolling out an APP to access the ITSM tool remotely and close Incidents within SLA – reduction in service credits.• Reduced overall engineering travel costs and calls into the Service Desk• Introduced engineering recharge clause for aborted/site caused engineering visits• Successful delivery of the transfer of the external service centre (£1m project) to a new provider, with the ability to grow with the business- Increased First Time Resolution rate from 75% to approx 91%- Implemented CSAT survey across customer base - satisfaction levels currently trending at 90% +- Introduce CSI (IVR’s-FAQ’s) across portfolio of customers reducing call volumes by 2,000 per month across the board – cost savings realized as less agents were required on the desk• Introduced knowledge articles to aid agents during calls and reduce AHT (average handle times) • Staff retention levels 100%• Retained and grew major customers

Hemel Hempstead, United Kingdom

Independently successfully delivered the Arqiva acquisition of Spectrum Interactive, ensuring the acquisition was delivered within the timeframe, ensuring employee engagement remained high and all terms and conditions were transferred. It was my sole responsibility to ensure all employee data, contracts of employment, payroll and benefits transferred smoothly. Following the acquisition I was given the opportunity to relocate with Arqiva or change career direction to broaden my skill set. This is when I joined the Operations team. I took up the role of Service Delivery Manager after working and supporting the Operations Director during my position of HR Manager. I joined a fast paced environment and had to quickly develop new skills and learn new systems, whilst reinventing the team to support a variety of new customers. Responsibilities included the day to day management of the Service Desk team, ensuring all Incidents and Service Requests were closed within contractual SLA’s. The team were responsible for scheduling engineer’s visits, providing ETA’s, alerting engineers to P1 Incidents, whilst ensuring engineers were assigned efficiently against their allocated areas. Whilst in the role I implemented a new customer complaints procedure and refunds process;• New process implemented to manage refunds which significantly reduced refund claims from £120k (2014) to less than £12k (2017) • Introduced a new customer escalation matrix which resulted in less escalations to the wider Management team • Significantly reduced 3rd party engineering charges for a specific customer – new process implemented - realizing savings of approx. £60k per annum

Hemel Hempstead, United Kingdom

Spectrum Interactive - HR Manager (November 2000 to Jan 2013) - MCIPDReporting directly to the Chief Executive I was independently responsible for supporting 2 Director’s and 5 Senior Managers with all HR issues ranging from recruitment, induction, performance management, change management to the implementation of all HR policies and procedures. I introduced a new contract of employment, Employee Handbook, Fleet Handbook and flexible benefits package. I created and provided all documentation for and successfully managed and attended Employment Tribunals, designed and implemented the annual appraisal scheme and performance improvement plans.Successfully managed the redundancy consultation process and gained experience in working with trade union representatives, dealing with grievance and disciplinary investigations. I successfully implemented the employee benefits package and standardised contracts of employment. Completed several TUPE transfers via acquisitions and was the driver of other projects such as managing the Head Office relocation both in time and under budget after identifying cost saving areas and negotiating a 5 year contract.

Chartered Mcipd, Human Resources Management/Personnel Administration, General

Education record