With over 10 years of experience in managing customer service operations in the government sector, I am an experienced contact centre manager and a service delivery and change management expert. I lead the Contact Essex and Customer Revenue Optimisation teams within the Customer Directorate at Essex County Council, overseeing the operational function for both areas and ensuring enhanced customer experience and efficiency across multiple services.I am passionate about promoting and implementing channel migration, improving processes, and managing customer journeys for diverse and complex customer needs. I have successfully managed front line services for statutory and non statutory services, such as Registration, School Admissions, Social Care for Adults and Children, and Essex Libraries Service. I have also contributed to customer facing projects across Customer Services, providing marketing and communication project support. I am committed to developing, coaching, and leading my teams of over 65 FTE, and delivering high-quality customer service solutions for the council and the community.