Philip Dailly Email & Phone Number

National

Uk Wide

To develop, implement and maintain the UK wide infrastructure for the delivery of advice services to asylum seekers, refugees, victims of modern slavery and trafficking and Vulnerable Persons Resettlement Scheme. Working closely with agencies from Asylum Support Partnerships, NGO's, GLAA, Home Office, Local Authorities, Devolved Governments and many other organisations.To Manage all aspects of national Telephone Advice Line and Client Record Management (CRM) from front end system administration to back end technical development and troubleshooting. Taking the lead on Data Protection Act and client confidentiality policy, ensuring adherence and compliance of IT Codes of Conduct. Manage all staff/volunteers and other resources allocated to the national and regional infrastructure.To work as a member of the Executive Team and support the preparation of annual budgets, annual work plans and strategic vision for the national infrastructure for approval by the Board of Trustees, CEO and partner agencies.Manage national services delivery across 14 sites from Belfast to Dover including Scotland, Yorkshire and North East, North West, Wales, West and East Midlands and London ensuring consistency of all services delivered. Monitoring performance and contract compliance of partner organisations.Represent Migrant Help at appropriate level meetings, forums and sector strategic working parties nationally to ensure effective services and facilities for Asylum Seeker, Refugee, PVoTs, SVPRS clients exist and are implemented; these include with Home Office, Strategic Migration Partnerships, Local Authorities, GLAA, Scottish Government, NGO's and many other organisations. Lead on client based information in multiple languages via production of marketing materials, information leaflets and management of multilingual website. Work with key stakeholders i.e. Equalities and Human Rights Commission, CAB and Red Cross to ensure access to information is widely available.

Nationally

Managed the Housing Services Department in the administration and allocation of circa 5000 student bed-spaces.Senior member of the management team, actively involved in strategic planning, financial forecasting and shaping the way in which the business should be driven. Responsible for ensuring the effective day to day management and longer term objectives of the department, division and University are recognised and met.Represented Housing Services and the University of Birmingham at many external forums both locally and nationally. Held regular meetings with Birmingham City Council, Letting Agents, Landlords Associations, Residents Associations, West Midlands Police and Fire Service creating policy on sustainable communities and localised issues. Ensured the needs of the university, local community & businesses and residents were represented at all times. Building and maintaining strong working relationships by encouraging cross party working with internal and external stakeholders to share information and ensure that student’s cultural, religious, social and economical needs are met.Managed a team of 1 Deputy Manager, 2 Assistant Managers and 10 Housing Officers / Administrative Support Advisors. Ensured team targets and objectives were met and reported back to director level. Ensured high level of statistical and financial information is available by compiling regular reports in line with targets and measured against key performance indicators. Carried out monthly 1-2-1’s and annual PDR’s.Implemented a complaint resolution process based on previous experience ensuring the residents had a fair and effective way to make a complaint. Liaised with accommodation providers, internal and external to ensure satisfactory outcomes.Encouraged learning via training and welcomed ‘out of the box’ thinking. Led, coached and developed the team whilst delivering on-going training to ensure consistently high standards of customer service and knowledge are attained.

Managed the Customer Relations Regulatory Complaints and Call Centre teams. Dealing with customer complaints received via the industry regulator OFGEM. Managed a team of 3 Team Leaders and 20 regulatory complaint advisors, monitored team performance against targets and measures using key performance indicators, including regular performance appraisalsKey member of the management team, actively supporting the decision making process, ensuring the effective day to day management and longer term objectives of the department are recognised and met.Building and maintaining strong working relationships with stakeholders and operational managers from other areas of the business to share information and ensure that crucial back office support is maintained.Resolved escalated complaints and queries at both regulatory and director level effectively with the internal and external customer, overcoming objections to a full and favourable outcome.