Kam Satchell Email & Phone Number

London, United Kingdom

London, United Kingdom

As a performance specialist I carried out a range of complex and high profile inspection, assessment and performance work at a number of local authorities across England. Key Skills and Achievements • Analysing the quality of benefit services provided by local authorities and offering recommendations to improve outcomes and value for money for local people • Offering local authorities external challenge around performance against corporate priorities and relationships with local partners and the impact of these on local people • Working with clients on developing improvement plans to ensure service priorities focussed on improving services received by customers • Building and managing productive relationships with clients in pressured situations • Delivering tough messages about service quality and the impact on the local community, to senior officers, councillors and partners in order to secure improvement • Keeping abreast of changes in benefit policy and legislation to help clients understand longer term view and priorities for service delivery

As a service delivery manager I managed large, diverse teams responsible for the provision of school meals and for the assessment of housing and council tax benefit claims, fairer charging and financial assessments. Key Skills and Achievements • Improving team productivity, identifying efficiencies and savings and improving processing times to deliver a high quality service for benefits customers,• Managing large budgets and meeting challenging sales targets, to improve the uptake of school meals in the borough,• Developing and delivering priorities in business and service plans to ensure corporate priorities for local people were met,• Analysing and monitoring service performance, identifying opportunities for improvement and reporting results to senior officers, councillors and partners, • Procuring, and managing contracts for the provision of high quality catering at local high schools and council buildings, • Keeping abreast of changes in policy and legislation to understand the impact on teams, services and customers and implementing appropriate plans to mitigate, and • Building and managing productive relationships with customers and partners to develop open lines of communication and identify opportunities for service improvements

Managing and delivering improvement projects within outsourced benefit services. Key Skills and Achievements • Using extensive knowledge of revenues and benefits to assist with preparation of business tenders for benefit services, • Interim senior management of a busy customer services centre with specific focus on identifying service efficiencies, savings and improvements resulting in reduced waiting times and better quality advice and help for visitors and telephone callers to the centre• Supporting offshoring projects by providing specialist knowledge, advice and training to overseas staff

Managing an outsourced benefits service contract at South Bucks DC, responsible for 10 staff. Key Skills and Achievements • Improving team productivity, identifying efficiencies and improving processing times for benefit customers , • Keeping abreast of changes in policy and legislation and implementing appropriate plans to mitigate their impact on the team’s work, • Using extensive knowledge of revenues and benefits legislation to train and develop staff within the team, to produce high quality work, and • Building and managing a productive relationship with the client to ensure that contractual targets and financial incentives were achieved

Developing and delivering housing and council tax benefit training to approximately 200 staff across outsourced sites. Key Skills and Achievements • Developed and delivered specialist legislative and systems based training for revenues and benefits staff, improving staff knowledge and quality of work, • Developing and delivering performance management training for local authority managers in benefit services, and • Building and managing relationships with senior managers and clients to ensure business priorities were achieved, to improve overall productivity and performance

I managed a team of 20 staff at an outsourced benefits service contract at LB Hounslow. I worked with my team to improve individual productivity and performance, identified efficiencies to processes and systems leading to improvements in processing times for benefit customers. I used my extensive knowledge of revenues and benefits to train and develop staff within the team, to produce high quality work. I built good relationships with partners to improve liaison and awareness of service performance and priorities.

As a benefits officer I successfully developed my knowledge and understanding of a complex benefits scheme, enabling me to deal with all manner of claims and queries to a high quality standard. I progressed into a supervisory role, managing a team of 12 staff, allocating work and caseloads to ensure that service priorities were met. I identified opportunities to improve service efficiency and developed my communication skills to deal with customers and partners to a high standard.