•Building relationships with and ensure on-going liaison with employers to engage them in our provision to provide sustainable candidates for their job opportunities. Working with employers such as M&S, Sainsbury's, Aldi, APCOA, TSS, Blue Arrow and Bugfinders.

A break to recharge my batteries since working full time for National Grid since 1996

•Managing multiple back office activities, including complaints, data enquires and a back office call centre. With 8 FTE Team Leaders reporting direct and 55 staff indirect.•Developed and implemented workload vs. manpower forecasts for up to 12 month on a daily, weekly and monthly basis. Review and effective management of the ACD and telephone systems.•Consulted in the future design and build of the business with external consultants.•Scenario planning and risk management to ensure appropriate business continuity management and succession plans in place.•Creation, management and rollout of new performance appraisals for staff in various roles aligned to company tagline and strategy.•Oversaw staff recruitment to ensure suitable resource requirements were met, staff training and development plans in place.

•On day management of a call centre open 24/7, with up to 80 FTE staff. With successful delivery of 90% of calls answered within 20 seconds.•Successful creation and management of a support team within the call centre to deliver forecasting of call volumes and required manpower.•Managing and reviewing forecasting, manpower and call volumes to achieve day, monthly and yearly standards of service within budget and creating of MI for call centre manager.•Identifying current and future training needs of the call centre, implementation and delivery of 12 month plan.•Daily management of team and workload to meet SLA's and KPI's. Quality checks and timely feedback. Delivered team briefs, 1-2-1's, coached and developed team.