Matthew Johnson Email & Phone Number

High Wycombe, Gb

Luton, England, United Kingdom

Oxford, United Kingdom

• A part of the Senior Leadership team, ensuring teams are motivated, inspired and performing to business objectives and goals, meeting high standards.• Overall responsibility for the college's adult education and employability provision across Oxfordshire.• Providing strategic support to the Principal and Governing Body on all aspects of college business management, making sure the college makes the best use of its resources.• Responsible for supporting and managing key business functions (finance, operations, HR, premises, IT, marketing, and administration) that lead to providing young people and adults with the education and skills they need to enhance their wellbeing, qualifications and employment. • Ensuring improvements to the finance reporting systems and overall HR record keeping systems. • Accountable for EMBS’ statutory and regulatory obligations; implemented new financial reporting systems, in order that annual company accounts were successfully completed on time and to budget.Planned and handled the smooth transition of office moves i.e I.T support, premises and equipment.• Implemented new organizational policies around staff absence, safeguarding and health and safety, whilst working with key stakeholders to develop new initiatives and enhance current practice.

• Supported the research and completion of applications for new contracts, opportunities, policies and processes.• Responsible for all HR, Health and Safety and Safeguarding functions within the adult education/employability side of the organisation including all staff recruitment.• Managed and coordinated the projects, which included partnership relationships, planning provision, monitoring budget expenditure and evaluating project progress, recommending actions for improvement and communicating and sharing project successes.

• Regional responsibility of managing an ESF funded contract; the development, operations, and compliance management. • Led a team (including Supply Chain Partners), maintaining the ongoing achievement of sustained high performance, profitability and quality of service across the whole region. • Accountable for all financial, reputational and operational aspects for the contract area.

Slough, England

My role within Maximus (a leading Welfare to Work Provider) is to lead a team and manage multiple centres to achieve sustained high performance, profitability, and quality of delivery, in accordance with business priorities, targets and organizational values. I have overall responsibility for all financial, reputational and operational aspects for each individual business unit I manage. • Within my first 6 months as Business Manager for Maximus I oversaw a turnaround in performance culminating in the branch not only hitting and exceeding their targets but also making up 50% of performance missed within the first 6 months of that year.• Managing a team which was awarded the nationwide ‘Team of the Year’ award due to its outstanding levels of performance over the past year.• Managed and in charge of multiple sites across the region within 6 months of leading projects and teams to success. • Created and maintained excellent working relationships with local stakeholders and employers across the region meaning that the teams I manage have had resources in place to enable them to achieve their targets on a monthly basis.• Continued exposure and experience of selection and recruitment of team members and other Business Managers within the company.• Involved in the set up and management of recruitment assessment days.

High Wycombe

Daily Team Leader tasks included; absence management, workload allocation and adjustments, assessment of call activity, creation of late shift and lunch Rota’s. Providing clear direction and communication, to ensure all work is delivered within service level agreements. Delivering regular feedback to staff members through Quality and 121’s to ensure the team operates with a high level of consistency, providing quality Customer Service standards.• Successfully managed a number of different teams across the Special Servicing area (General Litigation, Enforcements, Solicitors Management, Post team and First Time Response Unit).• Development of individual team members into ‘Subject Matter Experts’- identifying developmental needs of individual team members – individually tailored coaching plans, more detailed 121/feedback/coaching sessions to develop strengths and manage weaknesses.• Vast experience of conducting staff performance reviews and providing individual development plans along with Competency reviews for all team members• Regular staff feedback also provided to ensure that personal development needs are identified with measures taken for quality improvement• Seconded to position of Assistant Manager for 3 months ensuring the daily management of the Enforcement area – responsible for the management of 2 Team leaders and approximately 20 team members. • Direct experience of the selection and recruitment of team members including standard interview process and Assessment Centre’s • Created and maintained excellent relationships with our panel Solicitors during time with the Solicitor Management Team. Responsible for the set up and running of regular quarterly review meetings with the panel to understand and ultimately resolve any issues raised by both parties

High Wycombe

Daily Service Quality Analyst tasks including the monitoring of agent phone calls, providing feedback directly to agents and Team Leaders regarding calls audited. Setting performance objectives with agents and Team leaders, monitoring these on a weekly/monthly basis to ensure results are achieved. Daily communications with Team leaders to ensure feedback deadlines are met. Monitor daily team leader approval work list to ensure accounts are kept within service standard.• Hand picked to set up a new service quality team to monitor quality across Collections and Litigation. • Successfully planned, developed and implemented monthly auditing process• Became ‘Subject Matter Expert’ in areas of Collections and Litigation• Tasked with looking after the daily running of the team during Team leader holiday and absence periods• Involved heavily with the continuous improvement of the team as a whole• Training new Service Quality Analysts when joining the team• Collaborating closely with the training department to identify areas for improvement and whether extra training courses are needed.

High Wycombe

Call centre position communicating with customers on a daily basis to ascertain reason for arrears and negotiating an agreed payment arrangement, deciding the best course of action in often difficult situations. Liaising with debt counsellors and solicitors to ensure correct course of action is taken and correct information is provided to support these processes. • Promoted to a Senior Collections officer, handling referrals from other staff members and team• Handled First Instalment Default (FIDS) accounts, contacting customers to ensure payments are made on time • Hand picked to spend two weeks in Haywards Heath to gain experience of new PML systems before transition to High Wycombe • Awarded Employee of the month within 6 months of joining

A Levels, Business Studies And English Language

Gcses, English Language, English Literature, Mathematics And Science Modules