A strategic business management role responsible for ensuring that Severn Trent Connect, as a new entrant to the New Appointments and Variations market, meets all business and regulatory targets, providing an excellent customer experience to Household customers, Business customers and Developers.

A strategic project management role providing customer service expertise and leading the development of the customer service plan for a new business venture to provide waste water services to 3850 new out of area customers.

PMO Manager supporting Severn Trent Water's Customer Experience programme.

Leadership of Credit Management back office teams (team size 15 to 75 ftes)covering all aspects of the credit collection cycle.• Credit processes managed include pre-claim collection, post-judgement collection, field based collection and debt outsource• Accountability for back office KPIs providing performance updates to the senior management team • Managed OPEX budget in excess of £1.5M per annum • Contract management of Debt Outsource agents• Managed training and recruitment services for the Credit Management department (400 ftes)• Provision of Quality Assurance services to front and back office teams across the department• Implemented the ISO9001 Quality Management system becoming the first office based team within the directorate to achieve the accreditation• Implemented the Institute of Customer Service awards programme to support the development of staff• Developed and implemented a Continuous Improvement framework to drive process improvements throughout the department• Experienced in all aspects of people management including change management,coaching, performance management, absence management and disciplinary and grievance investigations