Beauty and aesthetics practitioner, focussing on skincare.

Worked for Provident Personal Credit - the Consumer Credit Division of the Provident Financial Group.I managed teams of between 5 & 10 Customer Relationship Managers (CRMs). I was responsible for coaching, managing, and supporting them to deliver personal loans to customers in their homes & collect repayments on a weekly basis whilst providing outstanding customer service. I reviewed their performance on a weekly basis, and regularly went out with them to monitor them… Show more Worked for Provident Personal Credit - the Consumer Credit Division of the Provident Financial Group.I managed teams of between 5 & 10 Customer Relationship Managers (CRMs). I was responsible for coaching, managing, and supporting them to deliver personal loans to customers in their homes & collect repayments on a weekly basis whilst providing outstanding customer service. I reviewed their performance on a weekly basis, and regularly went out with them to monitor them completing issuing loans, their general conduct with customers and ensuring all actions & activities were compliant within Company Standard Operating Procedures. Further coaching was given in relation to any poor performance areas.I was targeted each week for KPI's in sales, collections and new customers coming into the business. I was required to identify and secure responsible lending opportunities within existing customer base to meet weekly performance related targets & worked together with my team to motivate them to generate new business and growth within my section. I conducted arrears management of my customers’ accounts which included having conversations with customers regarding their payments, discussing their arrears, listening to their situation, and conducting an income and expenditure assessment to establish a payment plan if customers were unable to return to full payments on their accounts. This process included providing information regarding Free Money Advice Services if the assessment demonstrated that they were unable to make any repayments on their accounts and putting their accounts into a “breathing space” process.In addition I provided guidance regarding vulnerable customers to CRMs, and submitted customer referrals to the Customer Care Team based at our Head Office in Bradford.Administrative tasks included maintaining customer database, call handling, complaint resolution, completion of performance review documentation & staff absence records. Show less

Worked for Provident Personal Credit - the Home Credit Division of the Provident Financial Group.I managed teams of between 8 & 10 self-employed agents; I was responsible for coaching, managing, and supporting them to deliver personal loans to customers in their homes & collect repayments on a weekly basis whilst providing outstanding customer service. I reviewed their performance on a weekly basis, and regularly went out with them on their agencies & monitored them completing… Show more Worked for Provident Personal Credit - the Home Credit Division of the Provident Financial Group.I managed teams of between 8 & 10 self-employed agents; I was responsible for coaching, managing, and supporting them to deliver personal loans to customers in their homes & collect repayments on a weekly basis whilst providing outstanding customer service. I reviewed their performance on a weekly basis, and regularly went out with them on their agencies & monitored them completing customer payment books, issuing loans and their general conduct with customers. Further coaching was given in relation to any poor performance areas.I was targeted each week for KPI's in sales, collections and new customers coming into the business. I was required to identify and secure responsible lending opportunities within existing customer base to meet weekly performance related targets, & worked together with my team to motivate them to generate new business and growth within my section. I conducted arrears management of my customers’ accounts which included having conversations with customers in person and via the telephone regarding their payments, discussing their arrears, listening to their situation, and going through an income and expenditure exercise to establish a payment plan if customers were unable to return to full payments on their accounts. This process included providing information regarding Free Money Advice Services if the income and expenditure exercise demonstrated that they were not able to make any repayments on their accounts and putting their accounts into a “breathing space” process.Part of this work included identifying vulnerable customers, or listening to concerns from agents regarding potential vulnerable customers, and making a referral to the Customer Care Team based at our Head Office in Bradford, via a report to my Area Manager.Duties included administrative tasks, e.g. maintaining customer database, call handling, & complaint resolution. Show less

Operationally managed a team of mixed ability staff, office based & remote working, responsible for the administration, processing, and enforcement of a large range of licenses & permits across East Cornwall. Responsible and accountable for a budget of approximately £800,000 leading own team and developing others across the county. Built and sustained relationships with partners, who included the public, local businesses, Police, Fire, Community Network Managers, Environmental Health,… Show more Operationally managed a team of mixed ability staff, office based & remote working, responsible for the administration, processing, and enforcement of a large range of licenses & permits across East Cornwall. Responsible and accountable for a budget of approximately £800,000 leading own team and developing others across the county. Built and sustained relationships with partners, who included the public, local businesses, Police, Fire, Community Network Managers, Environmental Health, Trading Standards, and the Gambling Commission.Drafted policies and procedures to be adopted by relevant licensing committees and full council. Part of that process included the planning of and conducting public consultations (organising and hosting public forums, mail shots and consultation questionnaires), in accordance with Government guidelines.Responsible for staff recruitment, created role profiles/person specifications, organised & conducted interviews, staff induction and conducted Performance Development Reviews. Maintained staff records, including sickness absence, annual leave & training, manually and via ERP system.Successfully project managed various aspect of the transitional work from district to unitary authority, this included all aspects of project management including change control, risk management, and income sustainability.Ensured compliance with, and best practice against, relevant legislation, regulation, Government and Council policies (including personnel, finance and information management) to secure organisation performance improvement and increased customer satisfaction. Delivered corporate programmes, projects, policies, and initiatives, optimising the effective and efficient use and deployment of resources. Ensured service was self-financing by utilising budgeting & forecasting skills. Show less

Duties the same as Cornwall Council role. Seconded into Unitary Authority in 2009, continuous service.

Processed applications for and dealt with all enquiries from public, licence holders, and solicitors relating to alcohol, entertainment, gambling, gaming, charitable collections, & public processions.Organised & ran Licensing Board meetings, including booking venue, liaising with venue staff to ensure appropriate layout and signage to facilities and any refreshments (as appropriate), preparation and publication of agendas, recording and publishing minutes, sending out attendance… Show more Processed applications for and dealt with all enquiries from public, licence holders, and solicitors relating to alcohol, entertainment, gambling, gaming, charitable collections, & public processions.Organised & ran Licensing Board meetings, including booking venue, liaising with venue staff to ensure appropriate layout and signage to facilities and any refreshments (as appropriate), preparation and publication of agendas, recording and publishing minutes, sending out attendance notices, preparation and publication of all legally required press advertisements, and preparation of itinerary for inspection of premises (new grants/renewals) together with hiring appropriate transport for the inspections.Sent out reminders for renewal applications.Liaised with colleagues in other departments, for example Environmental Health, Planning, Public Relations, Print Room, and with partners, namely the Police, Fire Brigade, and Customs & Excise, providing advice, guidance and documentation as necessary.Trained Licensing Board Members (councillors) and provided advice and guidance whenever requested.Liaised with solicitors and applicants by telephone, email, fax, and in person, providing advice and guidance.Maintained computerised databases and hard copy filing system in accordance with Data Protection Act and data retention policies.Completed and submitted legally required data returns to Government Departments.Responsible for inter-departmental re-charges for licences processed for other departments, cheque requisitions for payment of creditors, stationery purchasing, invoicing external companies for information supplied.Inspected premises in relation to grant or renewal of premises licences to ensure compliance.Dealt with press enquiries & interviews in person and by telephone.Required to prioritise own workload and carry out duties with minimal supervision, in a timely manner in order to provide a high quality customer service. Show less