This newly created position is designed to improve data accuracy, system performance and efficiency. Working closely with IT and collaborating with multiple contracts I look to drive standardisation, share best practice and identify opportunities thus improving the end-user experience and customer journey.

Service Delivery Manager responsible for the Department for Transport contract. Accountable for achieving KPI targets, managing the Customer Experience and driving continuous performance improvement. Involves leading a helpdesk and scheduling team delivering end to end Reactive and Planned Maintenance services through a mobile workforce and third party supplier network.

A voluntary role based in the busy A&E department at Heartlands Hospital. Providing care and company for patients awaiting assessments and treatments.

Providing day to day support for the helpdesk team and managing the quality of work delivered to ensure KPI targets were met. Responding to client enquiries and providing timely responses to customer complaints. Managing people through the use of HR processes, regular performance reviews and personal development plans.

A voluntary for West Midlands Ambulance Service as a Community First Responder. Trained to FPOS Intermediate and Paedeatric level which enabled me to respond to 999 medical emergencies within the Redditch area. I also ran the Redditch group of 12 volunteers which involved arranging fundraising, delivering training, organising equipment allocations and providing support and advice to colleagues. We also attended schools and community groups to teach first aid and raise awareness of our charity work.

I worked as a Store Manager in a fast-paced retail environment and also gained District Management experience. A confident communicator with 13 years management experience within the retail sector. I am used to working to and driving a team to deliver results through coaching, development and various review techniques. I have experience of dealing with complex HR situations and have a solid understanding of interpreting business data and implementing business plans. I have also completed my ILM Level 3 qualification in Leadership and Management and am self-driven to develop and learn new skills.