Malcolm Fleming Email & Phone Number

Ipswich, Gb

Bury St Edmunds, Suffolk, United Kingdom

Responsible for the council's commercial delivery programme, Carbon reduction programme and development of an incubation site.Monitoring associated budgets, allocating project resources and motivating and managing the project managers allow with other team members. Other duties include issuing progress reports and ensuring deadlines are met and risks are managed. Working with various stake holders both internally and externally.Key deliverables to date include £5m investment programme in the council's leisure assets all 3 of which I have delivered on time and to budget.Ensured reduction in the councils Leisure management provider feeOversee the projects within the councils £40m investment in growth fund this is a mix of property acquisitions and development of the current estate.

Bury St Edmunds, Suffolk, United Kingdom

Ipswich, England

Influence a wide range of diverse people from a variety of professional backgrounds, to deliver a consistent, professional and competent approach to ICT across the traded business unit.Key Achievements:Lead a successful programme of change by improving business processes across a number of services within the traded unit.Project managed and delivered a multi-functional ecommerce website, automating all sales renewals for Schools’ choice as part of continuous improvement initiatives. Project managed and delivered upgrades of network connectivity to over 200 schools and academies.Saved £50k PA through better negotiation with suppliers and managed a £900k budget, streamlining processes and procedures to reduce wastage. Created and managed a centralised customer service team for customer’s first line contact, billing and back office administration.

As part of the IT senior leadership team my role is to manage a team that provide front line ICT support to all schools in Suffolk. I am the operational point of contact for all schools queries relating to ICT services provided by CSD for both existing and potential customers. Also resposible for removing all repeatable tasks from all areas of ICT and transfer those to the service bridge team after reviewing and improving the process.

Working as part of an Agile team delivering solutions in tight time frames. To ensure resource savings are made across the business.Establishing and maintain excellent relationships with business partners, key stakeholders and users and acting as the key interface between business users and technical teams.Business Process mapping ‘As is’ and ‘To be’.Prepare for and facilitate workshops with a broad-based set of stakeholders to elicit, capture, validate and document business requirements or user stories and associated cost/business benefits.Lead teams through periods of change. Understand business problems and express as user stories or functional requirements. Provide detailed analysis and recommend solutions to meet the stakeholders’ goals.

Excellent team working skills. Successfully redesigned HR processes and procedures to ensure Baseline Personnel Security Standards were met.Documentation of process manuals. Business process mapping ‘As is’ and ‘To be’. Business process reengineering. Communicating with all levels of management and internal and external customers. Proactive in developing liaison with outside organisations and contributing to local and county public relations work.

Providing help and advice to customers using the organisation's products or services; Key skills and responsibilities and Achievements Communicating courteously with customers using various means such as the telephone, e-mail and face-to-face contact. Investigating and solving customers' problems in a timely and effective manner. Assessing customer's needs and providing simple equipment and care packages. Handling customers who are upset or angry; Dealing with varying Customer queries and ensuring that their service expectations are met.Learning about the organisation's products or services and keeping up-to-date with any changes to them.

Working within a 24 hour 200 seat call center managing a team of 20 customer service agents taking calls from all over the world.Key skills and responsibilities and Achievements Investigating and solving customers' problems, which were complex or long-standing problems that have been passed on by customer service assistants;Handling customer complaints or any major incidents, such as a security issue.Issuing refunds or compensation to customers;Analysing statistics or other data to determine the level of customer service your organisation is providing;Producing written information for customers, often involving use of computer packages/software;Writing reports analysing the customer service satisfaction levelsDeveloping feedback or complaints procedures for customers to use;Developing customer service procedures, policies and standards for the organisation.Meeting with other managers to discuss possible improvements to customer service;Leading a team of supervisors and customer service staff;keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending coursesBudget control for the department.