Jo Ward Email & Phone Number

Greater London, England, United Kingdom

I help to implement the Customer strategy, lead improvement projects, and implement people change and transformation programmes that support the development of a customer centric business. I am responsible for all customer segments across Delivery including PFI, Marketing and Comms and People team. Key Responsibilities• Responsible for ensuring business is aware of how it’s performing on customer journeys, follows up and manages improvement activity and shares best practice.• Understands issues functions may have with delivering desired performance and feeds back into journey managers.• Holds to account functions and teams for the performance of their customers journeys• Functional liaison for all customer journey and experience matters with additional specialism for a customer segment (e.g. GP, Pharmacy, Trust, ICS).• Member of regional steercos representing the customer• Reports on insights and works in close collaboration with complaints team to manage action log for specific customer improvements, driven by customer feedback• Drive high levels of accountability for customer performance from senior leaders• Problem solve to identify root causes of selective issues restricting or affecting customers using problem-solving tools• Responsible for the measuring, monitoring and communicating the performance of customer journeys and the impact of improvements against agreed KPI's.• Act as link into functions to drive improvements, document suggested changes to the customer journeys and help stakeholders plan for changes• Provide ad-hoc support to prepare timely and informative briefings and options papers with recommendations to address issues when required• Identify opportunities to drive a customer culture and collaborate across the Customer team to create and implement solutions• Take ownership for identifying and implementing sustainable solutions to local customer issues

London, England, United Kingdom

• Cooperation with Operations and other business functions to identify and consolidate vehicle demand especially regarding peaks and ramps• Create a vehicles strategy and fleet policy in collaboration with all relevant parties (HSE, HR, Ops, etc.)• Be the main intermediary and point of contact to and from the Fleet management company• Prepare tender documentation and conduct a competitive tender to appoint a fleet management company in line with PCR 2015 legislation• Monitoring vehicle pool and pipeline to ensure sufficient capacity is available and escalate on time to avoid shortfalls• Ensure that purchase orders are executed on time in full and in line with highest quality standards• Report to Management on costs, miles, usage, improvement opportunities and drivers’ behaviour• Be the main point of contact for addressing or escalating any operational questions or requirements within the business and to external partners• Deliver improvement to service and cost saving initiatives reflecting the current legal, tax and environmental requirements for car schemes.• Consider all avenues to improve NHS PS financial exposure on the fleet category: cameras, trackers, insurance, rental schemes, vans, cars etc.• Review the fleet costs; maintenance, fuel, accident, and residual value to ensure that they are in line with targets agreed with Management and in collaboration with the Fleet Management company• Implement the strategic change of fleet to maximise return on investment, driving improvement and development strategies in this area• Manage and implement the carpark contract including supporting on the mobilisation of new sites• Contract management all corporate contacts, ensuring the contract runs to standard• Creation and management of SLAs and KPIs in relation to the category• Provide relevant and timely specialist advice and guidance• Responsible for preparation of correspondence and complex papers,

Basildon, Essex, United Kingdom

Responsible for creation of service contracts, including all legal, financial and legal obligations•Management of the contracts administration process•Responsible for managing business change with new or amended contracts•Manage communication to business on any significant contract changes•Drive agreed margin from contracts by ensuring all opportunities are maximized as per the contract•Delivery of contracts invoicing against budget•Customer performance reporting•Internal performance reporting•Management of all system data relating to accurate contract calculations e.g. accurate site information•Develop monthly profitability reports to demonstrate contract performance•Manage evergreen contract process including contract price uplifts and negotiations•Perform route cause analysis on why contracts lapse and manage action plan to countermeasure•Administering, processing and procurement of all new vehicle and fuel card requests whilst monitoring to ensure both are in line with company policy.•Daily administering of vehicle tax, MOT, servicing, driver licence, congestion charge and associated requirements and ensure these are up to date in accordance with policy.•Attending supplier meetings to ensure structured customer service levels are met and maintaining relationships.•Cross referencing and authorising invoices with Accounts departments.•Monitoring cost saving initiatives, such as commercial vehicle rotation to minimise excess mileage invoicing.•Keeping accidents database updated •Managing databases for both deletion and submission for fleet related activities, such as congestion charge, Severn Bridge and Dart tags.•Ensuring the safe duplication and management of vehicle keys to accommodate to the contractual requirement of DX parts flow to the engineers vans.•Management of surplus pool vehicles, ensuring to a minimum level.•Maintaining the fleet tracker database.•Livery on vans.•Daily Management of the Fleet Tracker system

Basildon, Essex

Managing the legal, financial and operational terms within the service contract creation process. Control all business change management regarding the on boarding of new contracts to ensure they are managed with the customer as the primary focus and ensure the company is protected both legally and financially. • Responsible for the creation of service contracts, including all legal, financial and legal obligations• Design efficient process for administering and billing contracts• Management of the contracts administration process• Responsible for managing business change with new or amended contracts• Manage communication to business on any significant contract changes• Drive agreed margin from contracts by ensuring all opportunities are maximized as per the contract• Delivery of contracts invoicing against budget• Customer performance reporting• Internal performance reporting• Management of all system data relating to accurate contract calculations• Develop monthly profitability reports to demonstrate contract performance• Manage evergreen contract process including contract price uplifts and negotiations• Perform route cause analysis on why contracts lapse and manage action plans to countermeasure

Romford, United Kingdom

Maintaining the profitability targets of new Contracted Service Revenue business by managing the sales discount approval process / CustomCare pricing, Contracted Service Revenue documentation and product life cycle. Conduct internal training and awareness of Contracted Service Revenue management system. • Contracted Service Revenue Profitability – Assessment and approval in line with defined policies of new business discount requests • CustomCare Pricing – Calculate CustomCare pricing in line with defined policies • Cancel & Replace – Approval of all Cancel & Replace requests from the sales divisions• Product Life Cycle Management – Support New Product Introduction by defining opera-tional life cycle requirements for New Product Introduction.• Withdrawal of Service - Working with Product Marketing take the operational lead when a product is selected for Withdrawal of Service.• Contracted Service Revenue Documentation – Responsible for ensuring Contracted Service Revenue documentation provides customers with clear, concise information on all matters concerning the available Service Contract (Entitlements/T&C’s/Renewal) options.• Contracted Service Revenue Training – Ensure relevant areas of the business are fully con-versant on how Contracted Service Revenue is managed including refresher training for key areas; Sales/Service/Customer Service.Reporting – Regular reporting of key metrics including:• Profile of Contracted Service Revenue discount requests• Forecasted profitability of approved CustomCare contracts• Profile of Cancel & Replace requestsProject Management – Accountable for the management of various Projects from conception to completion

Romford, United Kingdom

In this position, I worked with 4 teams, Contracts, Relicensing, Refused Access and Withdrawals. I have extensive knowledge of the Contracts department and understand in depth which departments can affect the running of the operations area. I analyse reports and understand what is a discrepancy caused by another area of the business. This has gained me 1 Gold Award and 2 Silver. Due to new systems, the creation of processes and procedures has been a large focus of my day to day role. The distribution of daily service requests allows me to focus on larger projects and the slim lining of the department.A large project that I undertook was for the Operations Query Hold. These are service invoices on hold to the operations area. I reduced the holds list from over £300,000 to its present state of £7000.•Protecting Contract Service Revenue•Supervising 4 areas of the business, 15 staff•Respond to all customer queries, internal and external•Understanding the Terms and Conditions of a Service Contract•Credit authorisation over £500•Authorising service discounts up to 40% in absence of management•Back office testing for all new products•Attending product launches•Weekly one to ones with all staff members•Monthly reviews•Annual appraisals•Validation of Contracts•Excellent relationships with all levels of staff•Discrepancy Reports•IT Testing•Analysing workloads and Trends•Meeting and greeting new Sales representatives and Managers, giving them a brief introduction to the Operations area•Dealing with escalations in absence of management

Romford, United Kingdom

Making business to business calls to book appointments for sales reps to either upgrade a customer’s current machine or change the customer’s mailroom supplier to Neopost.120 Business to Business calls daily Hitting strict targets, generating sales leads for Account ManagersPassing call assessments for qualityUpdating Accounts new and existingHaving a good relationship with sales representatives

Education record

English Language And Literature

Studied Psychology, Sociology, Parapsychology, IT, English literature and Language