Head of External Communications for Capita Health. Predominantly working on the PCSE (Primary Care Support England) contract, I remotely lead the team responsible for customer facing communications and engagement activities.

Responsible for customer engagement throughout the coronavirus pandemic, this role required the introduction and delivery of new ways of engaging with our customers. This involved the delivery of webinars and online workshops, the creation of web-based user guides to replace face to face demonstrations and the establishment of a successful YouTube channel with over 100k views since it's inception. I also supported in the mobilisation of the Job Entry Targeted Support for Scotland service during… Show more Responsible for customer engagement throughout the coronavirus pandemic, this role required the introduction and delivery of new ways of engaging with our customers. This involved the delivery of webinars and online workshops, the creation of web-based user guides to replace face to face demonstrations and the establishment of a successful YouTube channel with over 100k views since it's inception. I also supported in the mobilisation of the Job Entry Targeted Support for Scotland service during this time. Show less

Responsible for developing our national engagement strategy, ensuring that every customer and external stakeholder is actively involved in our transformation journey.Also working with the operational team to deliver ‘Intervention projects’ identifying areas for improvement within our BAU activities and implementing simple, effective solutions.

One of a team of eight Regional Liaison Managers, my responsibility is to be PCSE’s link to local and regional statutory bodies as an ongoing point of contact. I lead a team of Local Training Managers, all of whom are also home based. As a minimum I provide briefings on forthcoming changes, take feedback on the performance of services locally, make sure that any local problems are understood, and ensure that any appropriate actions are taken.

As a local Training Manager I had two main responsibilities:1. To deliver the PCSE services that have a local face to face element eg. Face to face checks of identity and document verification that are a part of the Performers List process; Organisation and administration of appeals that are part of the pharmacy Market Entry process.2. Serve as a local point of contact and resource to help practices adapt to new ways of accessing PCSE services.

Working as an experienced Learning and Development officer specialising in learning Design alongside Learning Needs Analysis, Evaluation and Delivery. Clients included BMW, Samsung UK, Thames Water and Southern Water as well as developing on-boarding and induction solutions for the whole of Capita Customer Management.

Working as a Learning and Development officer specialising in learning Delivery and Evaluation with some requirement to design learning resources after performing an initial LNA. Clients included O2 and British Gas.

Non-customer facing role. Problem solving both network data provisioning issues as well as providing guidance for complex billing. The role evolved to include support for the Mobile Number Portability process.

Initial responsibilities involved supporting customers with general billing enquiries, and simple technical fault diagnosis before being assigned to handling only customer complaints regarding more complex issues.