Robert Smith Email & Phone Number

Peterborough, England, United Kingdom

Leading the development and delivery of CITB's Careers Products that inspire and engage potential new entrants into the construction industry. Promoting construction careers within the sector through regional and national skill events (SkillBuild), digital platforms and creative engagements (Go Construct STEM Ambassadors)

Responsible for the product delivery across a range of careers products offered by the business to support industry. The products areas consist of delivering industry skill competitions (described as the Olympics for the sector), delivering the largest volunteering ‘ambassador’ programme in industry to train and equipped ambassadors to inspire the next generation and supporting the development of the largest industry CIAG (Careers, Information, Advice & Guidance) website for the sector in Go Construct, specifically the Go Construct STEM Ambassador section of the website to name the primary areas of my focus in recent years. I am responsible for line management and succession planning, utilising my experience and training as a Institute of Leadership & Management qualified line manager and coach. I utilise these skills to manage a team to deliver a range of products and services across our career’s portfolio. I am also responsible for developing the product strategies and writing the strategic plans for our Careers Products. I have created strategies for product improvements, new products, and product re-scoping. I am directly responsible for the product development and I am accountable, and in most instance ‘project lead’ for all careers products in relation to my area of responsibility. I have completed requirements gathering, created initiation briefs, project, finance and risk management plans, managed acceptance tolerances and project closures to hand back to BAU to name just a few examples. journey and experiences of young people exploring careers information, advice and guidance.

Peterborough, England, United Kingdom

• Co-ordinate the delivery of the products and services across the career’s portfolio. • Review and report on performance of my products and services against agreed SLA's and KPI's. • Capture monthly expenditure of the products and services within my area of responsibility and report these to our finance business partner.• Management of relationships with external stakeholders wishing to provide contact for Go Construct and the delivery of such additions to the website working with a variety of internal teams - digital, marketing, BI, partnerships etc. • People management of a community of "Assistant Products and Services Co-ordinators"• Maintain effective relationships with internal and external stakeholders. • Complaint resolution and point of escalation to my team. • Co-ordinator of enabling partners to deliver • Co-ordinate and delivery month product meetings and various works shops upon request. • Participate in project delivery in accordance to the needs of the teams Product Developer. • Act as a subject matter expert for the products with my portfolio for delivery. • Various acting up responsibilities in the absence of my Assistant Product Manager.• Accounts manage specific customer relationships in accordance to the product needs.

Peterborough, England, United Kingdom

• Line managing and motivating a team of up to 22 Customer Co-ordinators and Quality and System Coach’s covering various areas of CITBs Customer Operations department.• Continuous Improvement - implementing new and better ways of working to improve the service being offered.• Line manager for the departments Quality and System Coach team who are responsible for all coaching, training, for the department of 100+ Customer Co-ordinators and ensuring that they are monitoring the department’s quality in line with SLAs.• Planning and implementing recruitment/assessment days for Customer Co-ordinators, Quality and System coaches and Customer Services Team Leaders.• Ensuring appropriate process maps are in place for all processes whilst continually seeking out continuous improvement opportunities. • Ensure Customer Co-ordinators and Quality and Systems Coaches are appropriately trained and supported to carry out the duties of their role, including an appreciation of new systems and an understanding product lines. • Dealing with behavioural, performance and attendance issues in line with all HR policies and procedures.• Manging difficult situations/conflict if and when is arises.• Responsible for collating Management Information including statistical data as requested against agreed SLAs and contractual agreements and reporting team performance.• Acting as Service Delivery Manager in their absence, prioritising the work for our team of Customer Service Team Leaders.