Focussing on land regeneration and facilitation the best realisation of asset value for our clients.

As Group Communications Officer, and member of the Leadership Team, working with internal and external project team members to deliver an exemplar mixed use development consisting of 50 acres of leisure village plus up to 1600 sustainably built dwellings. Also working as part of the wider East of England Showground Services team to ensure events are delivered to a high quality to maximise our, and our customers, commerciality.

Project Management of two workstreams in the Retail Online Programme - Support Model and Product Readiness.Working with the Programme team to deliver online shopping functionality for New World and Pak 'n Save in the South Island. My role is primarily around ensuring data integrity and accuracy for online product; plus working with the sales support teams to ramp up customer facing call centre capacity.

This role was made redundant due to the impact of Covid-19 on the travel industryFunctional Manager of a team consisting of 7 x Business & Test Analysts; 3 x Project Managers i.e. a team of specialists that delivers change to the House of Travel groupTeam management– setting KPI’s; conducting regular one to one’s; communications; development; leave management; etcDetermining best practices of both roles within an Agile environment (tasks are managed via a Stream structure per business channel), always mindful of the requirement to implement change management plans for all affected parties to ensure successful deliveryProject Management of the House of Travel PC Refresh 2019 – deployment and change management of Citrix WorkSpace and thin client technology across the entire group of 900+ usersPurchase/tracking/invoicing of all hardware across the group (this was part of the Helpdesk Manager role which I took with me to the Change Manager role)Producing detailed internal invoices for work undertaken by each StreamProject management of store moves and refits – including assistance with layout design; resourcing fit out; management overall budget. This was not strictly part of the role but having undertaken this for an office move of 120 staff, post 2011 earthquakes, was asked to continue in this capacity moving forward.Building management of Roydvale Ave to ensure any procurement or repairs were completed within time and cost; ensuring H&S requirements met for all staff; co-ordination of car park spaces, etc.

Managing a team of 6 x Helpdesk staff taking first level phone calls and email enquiry from House of Travel Staff pertaining to all IT queries for both software and hardwareEnsuring the team were always trained and ready to support any new software or hardware changesConstant review of process flows and systems to identify where improvements/enhancements could be made, both within the Support area and to group applications where a problem became a high call driverCreation of an Incident Management process (criteria for Prioritisation; communications plans)Working with Level 2 and Level 3 teams to ensure tickets are handed over with the appropriate level of detail and by following the correct triage processesCreating rosters to ensure enough cover for the business during key business hoursSelection and implementation of a ServiceDesk that facilitated an element of self service for system usersAnswering all in depth questions from Owner Operators direct, where the information required played a key aspect in making business decisionsProject Management of the House of Travel PC Refresh 2013 Project – deployment and change management of upgrading desktops from Windows XP to Windows 8 to 900+ users

Initially a contract role for 6 months. However, I was invited to take the Helpdesk Manager role before the BA contract expired, when the incumbent at the time went on maternity leave and opted not to return full time.

Development and implementation of new systems to improve processes e.g. autologin system to enable sales consultants to log into trade websites without the need to remember user- names/passwordsRunning workshops to review current processes and identify how they can be improved to deliver cost savings and/or improve productivity and customer serviceAssisting in the implementation of new ideas and ensuring that good practice is shared across the businessProjects worked on included:- Implementation of a new point of sale system in the Sales Centres for use by 1000+ staff which included writing Statements of Requirements, assisting the training team with writing the training modules, UAT of system enhancements/bug fixes and floor-walking during the launch. Introduction of the sale of Foreign Exchange via the Sales Centres. Creating an intranet site which provides staff with on-line procedural help, Business Continuity Plans, access to approved websites, a central point of up-to-date information regarding sales campaigns, discounts, etc.

Implementation of a new workforce management system within the Thomas Cook Sales Centres, assisting with the technical set up of the system. This entailed liaison with the telecommunications and IT teams together with the external supplier. Also assisted the resource team in loading the shift patterns and employees onto the system to be able to run the rosters. Produced weekly management information on the performance of the Sales Centres with respect to calls received, calls handled, call handling times, etc., plus ad hoc analytical reports for the management team.

PA to the Finance Director - tasks included preparation of Annual and Interim reports; presentations for the Board and London Stock Exchange; general admin of the Finance Department; organisation and attendance at the bi-annual Managing Director's Conferences (Edinburgh, Dublin, Barcelona) for 100+ delegates; maintenance of the corporate website

All usual secretarial duties for the Deputy Chief Executive i.e. transcribing internal and external communications; travel plans; etc.Secretary of the Management & Finance Committee which entailed the compiling of the weekly agenda, and attendance and minuting of the meetings.

Secretary to the Valuation Partner, Quantity SurveyingTasks included preparation of Property Valuation Reports; general admin of the Valuation Department (25 staff)

Secretary to the Director of Public RelationsTasks included liaison with Stock Exchange analysts with regard to Group financial performanceProviding secretarial cover for the Chairman's PA in her absence

Secretary to the Director of Public RelationsTasks including liaising with members of the London Diplomatic community for the visits of high ranking officials visiting London. In particular, arranging the logistics and hospitality requirements for new Ambassadors required to present their Credentials to HM The Queen at Buckingham Palace.Also working with London publications to co-ordinate hotel advertising and promotions.

Secretary to the Director of Regional Co-ordinationTasks included the organisation of complex travel itineraries to South Africa, Australia and the Far East and all usual secretarial duties