Penny King Email and Phone Number

Working as an Information Governance Specialist (IGS), I provide high quality specialist advice, guidance and support relating to data protection legislation across the Blackpool Council Directorates, partner agencies, schools, academies, wholly owned companies and other external organisations.Working within the Resources Directorate, I endeavour to build, maintain and sustain relationships with my colleagues and customers. These relationships are professionally based, complex and wide ranging. My strong communication skills support me in undertaking a range of activities including: • the investigation of data incidents and/or complaints.• the creation and upkeep of policies, procedures, documentation and privacy notices.• the creation and delivery of an Information Governance awareness and training programme.• assisting/supporting individuals in undertaking the Data Protection Impact Assessment process.• carrying out and reporting on compliance audits.

Worked as a Performance Officer within Blackpool Coastal Housing (BCH), an Arms Length Management Organisation (ALMO) within the Social Housing sector.Duties included providing service areas with business intelligence and data analysis to support management decision making and service improvements. This involved proactively monitoring and identifying trends against key performance indicators and highlighting areas of concern through clear presentation and communication. Responsibilities also included providing comprehensive management information and performance monitoring service to the BCH Stakeholders Board and the Senior Management Team. Within the role, I also supported service improvements and the re-engineering of processes and procedures through service accreditations, internal service reviews, peer analysis research / benchmarking and proactive learning from customer feedback through the undertaking and analysis of data collected via STAR (Survey of Tenants and Residents). I was responsible for the handling and analysis of Data Protection, Freedom of Information and Subject Access Requests that were received by Blackpool Coastal Housing. Duties within this facet of my role included providing comprehensive data protection compliance support to colleagues across the organisation, maintaining an internal General Data Protection Regulation (GDPR) infrastructure, responding to information requests within timescales and liaising, when appropriate, with the Information Governance Team at Blackpool Council. I also facilitated compliance with GDPR and delivered periodic training to staff to increase awareness of data protection matters.

Provided leadership and direction to a team of Customer Service Advisors (6) and Repairs Scheduling Team (4). This involved displaying excellent people management skills, being a hands on team player and the ability to make decisions under pressure whilst remaining calm. Developed and reviewed relevant individual, team and departmental performance data to understand, learn and ensure that Key Performance Indicators were being clearly communicated and met in line with Service Level Agreements. Worked closely with multi-disciplinary teams and found creative ways of achieving excellent customer service and ensured high levels of customer satisfaction was achieved.Was responsible for the investigation and management of customer complaints and was proactive in ensuring that lessons were learnt and resolutions made to continue good practice and commitment to ensuring performance exceeded expectations.

Managed a team of multi skilled operatives and contractors to deliver a high standard of repairs and void works in the areas of improved customer service, regulatory compliance and budgetary management.Set, monitored and delivered key performance indicators across the team aiming to deliver continuous service improvements.

Managed a team of Customer Service Advisors to be the main point of customer contact and support for all property and asset enquiries in relation to repairs and maintenance. Was responsible for all people management responsibilities including but not limited to recruitment, sickness absence. Was responsible for motivating and developing the team, providing clear objectives through one to one meetings and appraisals.

Duties: Organized, planned and managed the work schedule of over 50 operatives. Adjusted allocated work for variations/no access and customer convenience, while ensuring timely notification was given to customers. Guided and worked in partnership with the operational team leaders in directing resources to priority works and ensured repairs and maintenance related performance indicators were met a