Working on a business transformation programme assisting the business to define and adopt a new target operating model.Producing ‘as is’ and ‘to be’ process maps using BPMN.Writing user stories and acceptance criteria to shape the design of the new systems.Use of Azure Dev Ops to document user stories, acceptance criteria, track and respond to vendor clarifications and to report progress.Collation of 1000k piece configuration data and 2000 artefacts to enable system build.Close liaison with developers and architects to identify solutions.Undertook requirements gap analysis.

Member of project team responsible for the implementation of a new housing management system.Assisting in full procurement exercise under OJEU regulations.Collating and producing system requirements for housing management system tender.Process mapping ‘as is' & 'to be'System module configuration and set up.Data cleansing to ensure correct structure and fit for purpose.Use of excellent interpersonal, communication and organisational skills to facilitate project launch, workshops, supplier day, supplier demos, internal comms, user acceptance testing and go live.Delivering end user training including producing written and e-learning training guides.2nd Line IT support for responding to and resolving IT incidents relating to new housing management system.Participating in project board meetings.

Responsible for the management of Sheltered Housing Service across Cheshire and Merseyside including 25 staff.Ensured compliance with regulator. This involved producing annual reports and consistently passing 3-day service inspection.Identified procurement opportunity which resulted in £500k saving.Responsible for recruitment, training, performance and personal development, including annual appraisals.Full compliance of Health and Safety for staff and buildings including recording, reporting and resolution of issues.Ensuring full compliance with GDPR by undertaking audit of service and teams use of systems.Responsible for department budget. This involved attending financial accounts meetings.Established bench marking group with similar organisations to share best practice.Collaborative working with multiple agencies to ensure appropriate support to vulnerable people.Collaborative working with East Cheshire CCG Engagement Group.Successfully achieved TSA (Telecare Service Association) highest accreditation of Platinum Level – 1 of only 26 organisations nationally to achieve this.

Produced business specification requirements and fully managed the re-tender of the Telecare monitoring service via procurement framework.Fully managed replacement and reprogramming of over 2,000 Telecare alarms. This involved organising staff and contractors to replace equipment, ensuring a seamless service after successful bidder of tender had been appointed.Contract management of external monitoring centre.Collaborative working with IT to design and deliver IT system workflows to ensure full audit trail of support provided to clients.Increase of 42% in Telecare annual sales. This was achieved by designing and marketing a new Telecare service offering, which is now available nationwide.

Initial set up of customer call centre – this involved recruitment, training, assisting with IT & Telephony systems implementation, staff training and producing procedures.Responsible for management of contact centre services and staff.Key member of repairs project using LEAN business model. This resulted in increased customer access by reducing average queue times by 12%.

Responsible for telephony, pagers, mobiles and team of 12.Responsible for customer access via telephony.

Responsible for management development of staff across 3 contact centres.Assisting with graduate training programme.Organisation, facilitation and marking of occupational testing - verbal, numerical reasoning and occupational personality questionnaires.