Patrick Mcalindon (Chartered Mcipd) Email & Phone Number

Stannington, Gb

I was tasked with a short term piece of work to update and embed the BTR service standards in the operational BTR sites.Main goals currently:- Create and embed service training, prioritising key training requirements.Embed training across key customer journeys (Examples: viewings, leasing, moving in, parcel management) - Provide coaching and support on Customer Experience to General Manager e.g complaint management.- Link into School of Service to create bespoke BTR CX training- Embed end to end customer journey across both digital and physical touchpoints (Examples: viewings, leasing, moving in, parcel management)

The Voice of Customer Development Manager role had a broad, ambiguous and Pan Partnership remit. In 2022 I led the strategic development of an ideation platform to increase employee engagement across the Partnership. Centred upon fixing customer pain points and finding ways to drive organisational efficiency, I scaled the platform from 2.5% of the organisation to the entire Partnership over an 8 week period. This involved matrix leadership of some 20 cross functional team representatives, and working with senior sponsors up to director level to provide recommendations for rollout. The scheme in its first full financial year has seen 150 ideas implemented, generated an estimated £2.1M worth of benefit for the Partnership, and achieved gold accreditation with an external expert in the ideation market: IdeasUK.Another significant element of my current role is managing the external provider relationship and budget for the associated contract, requiring negotiating skills, managing an external provider to ensure our projects for the year were delivered effectively through the Wazoku platform. All of this ensured the cost line was within the budget requirements for us over the next two years, and the optimum user experience was provided for all Partners.Latterly, fromApril 2023, I have been responsible for the Partnerships customer voiceover report which goes out to every leader across the Partnership every fortnight. The report connects real-time operational and customer feeds of insight to surface Customer experience opportunities across the Partnership, serving as a pulse of what we are hearing from Customers, through the matrix leadership of 15 sources. The report drives alignment and customer centricity, keeping the latter very much at the forefront of central stakeholders minds. In 2023 I achieved improvements or fixes to 40 customer pain points that have surfaced through the report and its associated work.

From May 2021 I worked in a Transitional Partnership Council Support role. My main responsibility was the delivery of the Partnership-wide Partner Forum elections on behalf of the function. It involved the constituency design for 30 Forums with the responsible manager for each (Directors and Heads Of), working with the central team who run the election platform and a network of 250 champions to deliver the election process for all 900 successfully elected seats. I also supported the Learning and Development team as the SME in the Partnership for the newly designed Forum training packages which were delivered to all newly elected reps, responsible managers and chairpersons after the elections.

The Lead Democracy Coach for Partnership Supply Chain, I coached the most senior leaders (Directors and Heads Of) to develop the democratic vitality (organisational culture)within the function, assessing this regularly and providing ratings against the outlined criteria. The role required significant stakeholder management skills, self assurance, and influencing skills to build the credibility of focussing on democratic vitality to drive financial results.

www.aurigacoaching.co.ukExecutive coaching, Life coaching and bespoke leadership development solutions are some of the services that Auriga coaching can offer. I trained as a coach with the ACC and alongside running Auriga Coaching, I continue my long and successful leadership career with the John Lewis Partnership. I am very experienced in development as well as change management, employee engagement and cultural change. As a coach, I am calm, considered and honest, believing every client has the answers that they need at their disposal but require Auriga coaching’s expertise to find their way to their own relevant solution and desired outcome.

In June 2019, I became a Director of PGS Coaching Ltd: a start up company providing elite football coaching to the children of West Northumberland. The company traded superbly well, growing to 140 attendees every week at our Friday Night academy and Saturday morning sessions. The business ceased training in 2024, after five years, due to changing circumstances in the directors full time employment.

Between 2012 and 2018 I fulfilled a variety of Deputy Branch Manager roles and supported new branch openings. I've worked in operations of a variety of sizes and complexities, always delivering profit. Most significantly in Edinburgh with a profit of £4M per annum By July 2018, I’d moved to Hexham as DBM, and continued to deliver an all round scorecard and P&L. By January 2020 we were regularly achieving top 10 status on all metrics versus the entire Waitrose estate, again contributing significant profit to the Partnership in the process.

Pg Diploma, Hrm And Development

Bachelor'S Degree (With Honours), Business