Lucy Drury Email and Phone Number

Ensuring that all assigned projects are managed in line with the relevant project framework to deliver to agreed quality, scope, time and commercial termsDefining viable project objectives, scope and deliverablesApplying Project lifecycle, methodology and processes effectivelyPreparation and maintenance of all project documentationProfessional and effective planning and controlIdentifying and quantifying project risks and mitigating actionsProactive ongoing management throughout the project lifecycleEffective management of assigned resourceAdhering to agreed reporting and governance frameworksEnsuring relevant approvals and sign offs are in placeCompletion of post project reviews and lessons learnedTo contribute to the continual improvement within the Business Unit and lead change initiatives.Work closely with key internal stakeholders and project teams to ensure coherent design and delivery.Ensure effective stakeholder engagement, management and communication.Ensure accurate and timely resource and revenue forecasting of assigned projects.Ensure accurate and timely time recording, financial reporting and invoicing for assignedprojects.Promote the value of project management, encourage knowledge transfer and develop the project management capability within the business.

Perform site visits and virtual meetings (Configuration Meetings etc.) to fully gather new and existing customer requirements directly for implementation of new projects.Produce documentation (Configuration Document etc.) related to and in support of site visitsSupport the activities to ensure the customer understands the product and to ensure that all requirements are gathered and fully understood by all parties prior to and following deliveryOverview the process of delivering the gathered requirements ensuring that they meet the customer’s requirements as specified in documentation producedPerform site visits and virtual meetings (Configuration Demonstration Meetings; Pre- Training Assessment Meetings etc.) to demonstrate the produced configuration and assess this in the customer’s environment ahead of Training Events.Deliver System Training to the customer as required by the needs of the business or as cover for the primary training resourceProvide delivery of post implementation customer care

Day to day responsibility for the supervision and motivation of the Internal Sales teams.Maintain a consistent standard of productivity and quality of outputImplement change through KPI reviewsWork with Sales Manager to ensure effective communication between each department so that we operate to the highest standards. Producing monthly report figures based on department performanceEnsure the department is effectively resource Manage motivate and develop the Sales teamsDevelop a culture of excellence in order to promote the perception of Brett qualities within the Industry marketplace.Taking responsibility of all complaints relating to Brett Concrete, investigating and reporting outcome to the customer and Managing Director

Manage all staff performance, absence and sickness ensuring business continuity and the delivery of a quality service alwaysBuild links with existing social care services and non-statutory organisation’s to build relationships and communication strategies for a safe and effective serviceKeep On-Call Manager informed of issues that may compromise the quality or integrity of the service Work with the Rota Team always to ensure continuity of staff availabilityEnsure the service is delivered in a way that promotes the values of person-centred care: individuality, independence, privacy, partnership, choice, dignity, respect and rightsMonitor standards against Telecare Services Association standards, the Care Quality Commission and Key Performance Indicators providing reports as requestedBe aware of the vulnerable nature of the customer and ensure any concerns relating to safeguarding are reported immediately to senior management in accordance with Safeguarding policies and procedures.

Organising CBC doctor-led medicals and external consultant medicals Arranging referrals for physiotherapy Liaising with regional doctors and maintaining contact list Writing letters to specialists and GPs where necessary Proofreading final reports from Doctors and OHP's Producing and sending reports for specialist doctor-led medicals First point of contact for dealing with customer complaints which are escalated from Customer Services Assistants Assist Operations Manager in recruitment and training of Customer Services Assistants Carry out appraisals and reviews for Customer Service Assistants Assist Operations Manager with statistics and figures for KPIs Review error log in order to introduce procedures to resolve common issues

Based in a Call Centre Manage a demanding caseload of IMR and Leaseholder Tenants Making sure inbound and outbound calls are answered within the required targetResponsible for all aspects of the arrears process Attend Court and Evictions Produce evidence and attend Leasehold Tribunals Attend Out of Hours Residents meeting Provide excellent advice and support to residents who are struggling with arrears