I led working groups across Poole, Bournemouth, Christchurch and Dorset Councils in order to prepare for the change from 9 separate Authorities to just two. In my role as BCP Customer Service Manager I direct the Customer Services Team in Poole ensuring the multiple services we deliver, through a multi channel approach, meet the Council’s vision and supported our access strategy. I encouraged the team by supporting their personal development, motivation and well being to make the Customer Services culture one to be proud of. In addition, I support ongoing service development and implementation of new services and new ways of working. We strive to continuously improve services for customers and to make more available for them to self serve at their convenience, whilst saving money for the Council and tax payers. I have experience of managing change from producing robust business cases through to post implementation reviews. My skill lies with engaging all key stakeholders from the outset and maintaining their support through detailed development and implementation planning. • Implement and maintain a multi channel access strategy for a variety of services.• Develop an annual Business Plan, performance measures, budget and risk assessment.• Undertake a robust recruitment and selection programme to attract high quality staff.• Develop working partnerships with Service Owners, Trade Union Reps and Councillors.• Maintain a Business Continuity Plan to function during emergencies.• Managing accommodation needs and security.• Ensure compliance with Health and Safety Policies and compliance with other legislation.• Represent BCP on benchmarking forums, South West Regional Assoc etc.

• Lead operational and strategic change on a portfolio of projects• Relationship Management with suppliers and end users• Develop business case and manage benefits and costs accordingly• Provide project leadership to support migration from project into business as usual• Facilitate problem resolution and idea generation workshops

• Managed staff welfare and development.• Monitored risk and quality.• Controlled budget and expenditure.• Stimulated culture changes.• Integrated new business and products.• Collaborated with relationship managers to assess customer satisfaction and prioritise service improvements.• Monitored system performance and reviewed potential enhancements with suppliers and support team.

• Managed HR team providing support to staff.• Controlled budget and expenditure.• Promoted HR performance against service levels.• Handled complex welfare, disciplinary or grievance cases and took decisions.• Managed a variety of recruitment events.• Established relationships with local schools and agencies to raise profile and share expertise.