As part of Work & Health Services, I am a key member of the Scottish Senior Leadership Team working at a strategic level with colleagues and partners to deliver on DWP’s priorities across 18 Jobcentres and one Service Centre across six Local Authorities including North Ayrshire, South Ayrshire, East Ayrshire, South Lanarkshire, Dumfries and Galloway and Scottish Borders. I am accountable for all aspects of performance and I drive cultural, organisational and process change. I proactively lead the external engagement agenda and working in partnership with key stakeholders to support delivery of our key business priorities.

Working within the Work & Health Services directorate, I’m responsible for creating an environment to support the flexible, effective and personalised delivery of customer service, quality and performance across Fife’s eight Jobcentre Plus sites. In addition to providing senior management leadership and effective use of resource to ensure performance targets and customer objectives are met.

As part of the Leadership Team, the role was responsible for nine direct reports and a wider team of circa. 60 across four areas; Contact Centre, Revenue Protection, Events and Communications. Personal achievements included:-Joining pre fare-paying services commenced, I established the customer experience offering by recruiting and training the entire team as well as creating the procedures and working practices associated with their roles.-I added the contact centre after carefully crafting a business plan to demonstrate the service would be more cost efficient and effective by being brought in-house. With the help of a new CRM and comms channels, I transformed the customer experience in this area.-I led the organisation to being the first tramway in the UK achieving ServiceMark accreditation - the national standard in customer service - by designed and delivering a cultural change programme based on customer satisfaction and colleague engagement survey results.-I improved internal and external customer service by championing an initiative to offer professional qualifications in customer service to all roles across the organisation.I instigated complex conversations across key partners including the emergency services and local authority regarding the safer management of ‘Zone Ex’ during major events in the city.-I was nominated as one of four finalists in The Institute of Customer Service awards in the ‘Changemaker’ category and led the organisation to achieving multiple accolades.

Dedicated to Virgin Atlantic’s new shorthaul product, it was my responsibility to provide professional airport services management for the client by ensuring the highest levels of safety, punctuality and customer service. Activities included:-I consulted with the airline on changes required to policies, procedures and working practices relevant to shorthaul operations.-I managed, motivated and organised the airport services team to deliver high service standards in the most cost effective fashion whilst developing and retaining staff through coaching, monitoring and leading by example.-I maximise revenue streams by ensuring the team are comfortable selling and collecting ancillary sales both directly and indirectly.-I promoted a safe working environment for colleagues and customers and was prepared and able to implement emergency response procedures if and when they need arose. -I effectively managed disruption by maintaining the professionalism of the team and delivering high service standards.

Accountable for all aspects of airport security for the entire campus it was my responsibility to effectively manage the airport security operations. I ensured we delivered a professional and efficient operation to the highest standards of safety and security measured against stringent compliance measures. Activities included:-I encouraged continuous improvement of working procedures to increase passenger throughput without compromising compliance standards.I was accountable for managing almost 300 colleagues on all standards and applying the organisation’s policies and procedures in relation to attendance, performance and conduct.-I co-ordinated security responses in emergency situations and organised and chaired post incident wash up meetings.-I defined and developed process improvement initiatives in co-operation with the organisation’s Six Sigma experts.

Based at the organisation’s hub in London, but working internationally, I provided support to airports across the globe to develop their colleagues, products and services as well as project managing key developments for airport services. Activities included:-Project management of key developments; Heathrow’s new Eastern Campus, new IT systems for frontline airport colleagues, harmonisation of airport services procedures following the airline’s incorporation into the Lufthansa group and worldwide punctuality initiative-Conducting training needs analysis in line with new project and budgeting costs across 50 airports-Designing and delivering training as well as conducting analysis of effectiveness-Liaising with internal and external stakeholders to ensure compliance with legislation etc

Based in Derby, but working internationally, I supported over 50 airports worldwide in achieving service excellence and consistency. Activities included:-Owner and author of the Airport Services Procedures Manual-Nominated representative at all global airline alliance partner meetings-Agree objectives and KPIs for each airport in line with global alliance standards-Audit, monitor and evaluate standards and agree action plans with peers to address concerns-Monitor performance in delivering global alliance requirements at airports-Co-ordinate network wide programmes/initiatives to improve service standards-Co-ordinate the development and introduction of new products and services to ensure smooth implementation to airport services.

As a Duty Manager I was responsible for the shift management of six departments with over 100 colleagues. Activities included:-Ensuring the safe, punctual and customer focussed operation of over 70 arrival/departures, daily-Creating, communicating and training the organisation’s local emergency response procedures-Producing nine seasonal rosters based on multiple airline schedules, twice annually-Extensive people management including mentoring, coaching, annual appraisals and applying the organisation’s disciplinary procedures.

I joined bmi as a Customer Service Agent at Edinburgh Airport before moving to Lead Agent, Aircraft Dispatcher/Load Controller & Duty Supervisor.