I’m responsible for developing and managing the member only Communities of Practice platform to ensure an engaged and trusted environment for networking and best practice sharing across our membership of over 65,000 coaches, counsellors and psychotherapists. I launched the platform within 7 weeks of joining BACP and have proactively worked with a cohort of members to create and grow more than 20 individual communities so far, with over 70,000 views to date.I coordinate and manage network meetings across the four nations, working with members to help them facilitate online and in person networking and CPD opportunities. You will find me at most BACP events, presenting information on Communities of Practice and networking to help the visibility of these functions and build stronger relationships with our stakeholders.

Whilst on maternity leave, I created a parent network to connect local parents to events, brands and each other. I have built up a social media following of over 22k on Instagram (@itsbeckiestew) and have worked with brands such as Pantene, Lush, Park Regis, Laithwaites Wine, and Birmingham Rep Theatre.

I showcased products and events in my two page lifestyle column ‘A Few of My Favourite Things’ for this award winning, bi monthly publication.Key responsibilities• Research and liaise with appropriate brands and businesses to feature their products an services.• Write copy and provide high resolution images.• Curate a two page column every 2 months.• Ad hoc article copy creation.

I plan, create digital content and post social media communications.Key responsibilities• Manage online presence in terms of branding content and key messages.• Plan and create digital content.• Analyse engagement and look for trends.• Facilitating customer service through direct messages.• Promote advertising channels.• Canva Pro usage

I had ownership of customer feedback and complaints channels, ensuring that complaints received responses in line with defined processes. Reports & updates were collated and analysed for the purposes of refining service delivery to better meet the needs of customers. I achieved 100% targeted response rate whilst in this role.Key responsibilities• Ensuring that the voice of the customer is heard within the organisation and service improvements align with feedback.• Taking ownership of the successful resolution of formal complaints and ensure learnings are captured and acted upon to minimise both internal and external customer dissatisfaction with the services provided by the Contact Centre.• Communicating with customers on the progress of their feedback/complaints.• Ensuring that interactions with customers are of high quality in order to foster trust and loyalty of the Contact Centre.• Taking responsibility for coordinating customer satisfaction and other surveying within the Contact Centre, and supporting the collation and production of reports on feedback.• Preparing reports and analysis on the outcome of formal complaints and feedback (including causes, key themes and learning points) to inform recommendations for subsequent changes to policy or procedures and business improvement opportunities for Customer Services (and where relevant, for input to the wider business).• Keeping abreast of best practice relating to customer service, satisfaction and insight in order to aid business improvement opportunities.• Joint ventures with the Knowledge and Quality Leads to work as a team. We have put a feedback process into practice that encompasses each specialist area to ensure that best practices are adhered to. This has increased compliance to processes and accountability in all teams. • Complaints & feedback training for all staff, equipping them to deal with first time solutions where possible which has decreased the amount of actual complaints received.

An administrative support to Case Management in a targeted environment to ensure that key events, occurrences and processes within the customer journey are completed promptly and efficiently.Key responsibilities• Ensuring that key processes relating to service user cases are completed in a timely manner and to a high quality to facilitate the completion of sentences• Reducing the workload of front line staff by booking appointments, managing diaries and sending appointment reminders• Producing packs and correspondence to a high specification which may be presented in Court and to other external agencies• Managing breach and recall processes initiated by Case Managers• Liaising with partners and supply chain organisations who are providing services to Service Users to ensure that the correct schedules, data management and data sharing practices are in place and up to date in support of the single view of the customer.• Providing a range of ad-hoc administrative support to Case Managers on request and as required to enable them to focus their time on value-adding activities.• Working to internal and external KPIs which hold financial penalties/rewards• Ownership and management of my individual development, adherence and value add through the performance management frameworkKey achievements/projects• Following external behavioural economics training, I was responsible for delivering psychology based presentations to colleagues, streamlining processes and behaviours using nudge theory, leading to an increase in customer compliance and first contact resolution in the Customer Support Department. • Often nominated for Person of the Month by my peers and won several awards for my performance at quarterly and annual ceremonies.• Creating a productivity training package incorporating philosophical theory to increase team performance.• Peer training which improved individual quality and productivity by 170%

I was seconded into a Team Manager role in Solihull Probation Service and Coventry Substance Misuse Team, managing four members of staff, overseeing the administration of a generic field team and a specialist Police team which worked with prolific offenders and high crime causing drug users. I managed a team of four Case Administrator across three sites, dealing with the daily personnel issues, workload management and performance monitoring.Key achievements/projects• Engaging in extracurricular projects with iHOP and Barnardos charity, acting as a single point of contact to aid Police and local schools to further support young children with parents in custody.• Involvement in co design workshops with other colleagues of varying management levels to design and develop administration services for the business’ new structure• Creating links with partnership agencies such as Job Centre Plus and Mental Health services to increase available signposting for Service Users.• NVQ in Team Management with LearnDirect• Adaptive leadership and Leading cultural change training and implementation • Coaching my staff members to reach performance targets when the Service Levels were introduced. This resulted in a 133% increase in performance from around 30% to 70% within a few months and reduced the amount of exceptions for our team each month

An administrative support to Case Management in a targeted environment to ensure that key events, occurrences and processes within the customer journey are completed promptly and efficiently.Key responsibilities• Ensuring that key processes relating to service user cases are completed in a timely manner and to a high quality to facilitate the completion of sentences• Reducing the workload of front line staff by booking appointments, managing diaries and sending appointment reminders• Producing packs and correspondence to a high specification which may be presented in Court and to other external agencies• Managing breach and recall processes initiated by Case Managers• Liaising with partners and supply chain organisations who are providing services to Service Users to ensure that the correct schedules, data management and data sharing practices are in place and up to date in support of the single view of the customer.• Providing a range of ad-hoc administrative support to Case Managers on request and as required to enable them to focus their time on value-adding activities.• Working to internal and external KPIs which hold financial penalties/rewards• Ownership and management of my individual development, adherence and value add through the performance management framework

I worked, on a temporary basis, within the Sewerage Compliance team at Severn Trent, Birmingham. I was responsible for:Daily, weekly and monthly audits, looking at the quality of work being carried out and the feedback from the on site jobs.Processing payments to customers when flooding has caused damage to their property due to sewers owned by Severn Trent.Running weekly reports relating to flooding and escape of sewage incidents, the results of which I then produce in spreadsheets and pivot tables for management to take to area meetings.Key data set research, looking at what data can be used to produce more effective information regarding sewerage compliance to make improvements to business processes.Developing the Departmental Information Database, which includes linking bulletins and web pages to specific parts of the database, archiving information and creative text pop ups where needed.Liaising with flooding technicians for timely and accurate reporting details for each sewerage job.

An administrative support to Case Management in a targeted environment to ensure that key events, occurrences and processes within the customer journey are completed promptly and efficiently.Key responsibilities• Ensuring that key processes relating to service user cases are completed in a timely manner and to a high quality to facilitate the completion of sentences• Reducing the workload of front line staff by booking appointments, managing diaries and sending appointment reminders• Producing packs and correspondence to a high specification which may be presented in Court and to other external agencies• Managing breach and recall processes initiated by Case Managers• Liaising with partners and supply chain organisations who are providing services to Service Users to ensure that the correct schedules, data management and data sharing practices are in place and up to date in support of the single view of the customer.• Providing a range of ad-hoc administrative support to Case Managers on request and as required to enable them to focus their time on value-adding activities.• Working to internal and external KPIs which hold financial penalties/rewards• Ownership and management of my individual development, adherence and value add through the performance management framework

I spent 6 months in Kuala Lumpur, Malaysia to gain experience working and living in another country. My role as an Early Years Teaching Assistant was in a very large international school in the heart of Kuala Lumpur that my younger sisters attended. My role was:to combine the ability to take instruction from the teacher and respond to supervision to fulfill the lesson plan to enable a positive safe working environment for the children making sure things were used in a safe manner.supervising on playground duty, daily library sessions where the children could listen to a story then choose a book for themselves to take homevarious craft work which was completed in small groups. One of my personal highlights of the role was the Christmas play that we put on for the teachers and families of the year group. I led the rehearsals for the group and at Christmas the children performed a nativity in front of an assembly of families.

I provided customer service and assistance on the range of make-up and fragrances at a very busy popular retail outlet. I was responsible for:opening and closing the store, which held the responsibility of having store keys. general cashier work, including cashing up at the end of the day.dealing with customer complaints with returned products and using my initiative to resolve complaints.providing consistently high levels of beauty product advice on fragrance, cosmetics and hair products.I also travelled to other stores to manage them when store managers were away and I was involved in store conversions in parts of Birmingham.