In 2020 we were able to call upon Capita's extensive customer management expertise to provide the Department for Work and Pensions (DWP) with a virtual customer support centre. This was to help the DWP deal with the huge surge in demand it has seen for its Universal Credit helpline, which supports the most vulnerable people in our society, due to the Covid-19 pandemic.With us drawing on our cross-divisional strengths, we implemented a new digital solution which enabled the remote training and deployment of an initial cohort of 200 agents and managers in just four weeks. The solution was co-designed and tested with teams from the DWP. Over the coming weeks, an additional 1,200 agents were deployed to support the helpline.All staff involved had been provided with the necessary technology to work from home, such as laptops, desktops, DSE equipment, headsets etc. Agents had also been provided with training using government-developed materials and additional Capita resilience training to prepare them for working remotely.The operation was a massive success with our agents assisting some of the most vulnerable people in our society during one of the most difficult periods in current history. We handled over 6 million queries and over exceeded all client expectations.

During the Covid-19 global pandemic the UK Government implemented a strategy to help combat this killer outbreak and to support our frontline health workers during this time. My operation were instrumental in this effort, calling this "Project NHS - bring back staff". This strategy to bring back staff who had left the NHS within the last 3 years was an essential part of the NHS response to Covid-19.We centered this process around the needs of the returner, so they felt valued, appreciated and supported from the very first contact. Due to the urgency of this work, we needed an efficient, accelerated approach to ensure that people were able to start work within 10 days of expressing their interest, with my team contacting returners, collecting and processing the information necessary for the returners to be redeployed, and conducting the necessary background checks. Over 20,000 ex and past medical staff had signaled their intent to come out of retirement and support their past colleagues in the fight against Covid-19. Within a number of days, we had implemented a process and trained 400 staff across the UK to fulfil the operational requirements.

Capita Shared Service Centre BelfastHR and Recruitment and Payroll Services5 Councils HR, Recruitment and Payroll Team LeaderCouncils from across Southern England have agreed a ‘revolutionary’ procurement deal in a bid to save more than £50m over nine years.This has seen six councils – Hart District Council, Havant Borough Council, East Hampshire District Council, Mendip District Council, South Oxfordshire and the Vale of White Horse District Councils come together under the 5 Councils Partnership to outsource a range of corporate and facilities and management services to Capita.In bringing together the councils involved, we have implemented a bespoke remote service catering for a multitude of corporate functions including HR, Recruitment and Payroll. We provide support for managers and employees alike across a number of mediums including Oracle Service Cloud with an AskHR function which supports the user with access to council policies, HR, Recruitment and Payroll process guides and where managers and employees alike can submit queries and requests on any aspect of our service. We have also implemented the intuitive MyView system. This gives employees access to view their own details and access to updated aspects of their own profile. In turn this gives managers unparalleled access to carry out a range of functions in relation to the HR and Payroll lifecycle of an employee.Across our service we manage and execute an end to end multiplatform solution incorporating Recruitment and HR Service from advert creation that covers the entire lifecycle of council employees including the leaver process with an intergraded payroll system.

The London Borough of Barnet Recruitment Team.We provide HR, Payroll and Recruitment services for the Council based within in the London Borough of Barnet which is the second largest borough in London. With 3 others in the recruitment team I led an end to end recruitment service for the Council from advert creation, to assisting hiring managers with shortlisting, generating initial offers for candidates, managing candidates through pre-employment checks which can include DBS checks, online medical checks, H.C.P.C. checks for social workers, managing expectations of hiring managers in relation to time scales, obtaining references, confirming continuous service etc. Following a very tough and arduous time we completed the implementation of a new pay and grading structure called ‘Unified Pay & Reward’ within the council. The aim was to align terms and conditions for all directly employed council staff across the council. This created a pay and reward system which is simpler, fairer, more flexible and which rewards performance. We achieved collective agreement on the Unified Reward proposals with the Trade Unions, Unison and GMB, following consultations with staff and union members. These changes were implemented successfully for all staff on the 1st October 2016 after months of hard work.

We provided an extensive integrated HR and Recruitment service for the BBC. This was divided into separate service teams across the operational floor to attend to each required area of HR. I was an integral part of 3 teams which were the internal moves team which executed any change in staff details i.e. salary increase, transfers, promotions, contract changes, attachments etc. The end management team which handled all the fixed term extensions, leavers, redundancy’s etc. and the Freelance team which dealt with contract generation of new Freelance employees and management of the online payment portal system. While part of the Freelance Team I helped in the restructure of the entire HR process where we implemented the award winning LiveCycle system and an online payment portal for Freelance employees. When the BBC decided to take back the service in 2015 and carry out their own operations I was tasked with assisting the BBC in the knowledge transfer process. During this time I was based in Birmingham at the BBC’s brand new HR hub, in the impressive building “The Mailbox” from which I helped oversee a very successful transfer.

Carphone Warehouse was a young but established client of Capita when Phones 4U went into administration. Once it was decided that Dixons Carphone would take over and transfer Phones 4U staff into the business I was tasked with helping the on boarding of these additional staff and was based in sights across England including Manchester and London. We held massive induction days at various locations including the ExCel conference building in central London where we welcomed the new staff, verified pre-employment documents, bank details etc. and helped to strategically relocate the new employees to their new stores.

The 2011 census for England and Wales included around 25 million households. Questionnaires were posted out to all households, using a national address register compiled by the Office for National Statistics (ONS) with the help of local authorities.People could complete and submit their questionnaire online, or fill it in on paper and post it back in a pre-addressed envelope. Completed questionnaires were electronically tracked and field staff followed up with households that did not return a questionnaire. In these cases field staff delivered and collected questionnaires and, where needed, provided advice or assistance in completing the questionnaire.I was part of the HR and Payroll helpdesk for Census staff only. We were on hand to provide HR and Payroll assistance to the Census field staff and escalate any issues that could not be resolved at first level. This was a testing and busy operation for us as Census field staff were members of the public and had absolutely no experience or knowledge of HR and Payroll procedures.