•Manage out IAG service within HMP Feltham, Isis, Pentonville and Thameside.•Developed performance management tools and processes in line with company policies that have now been rolled out nationally across our service.•Nurture strong stakeholder relationships through transparent communication and collaboration.Recruiting staff and strengthened onboarding and induction.•Updated data collection and tracking methods to improve team efficiency of team, deployment of staff and more accurate reporting. •Produce monthly local and regional reports to present to stakeholders (HMPPS/ MoJ) demonstrate performance against our contractual KPIs.•Designated lead for Safeguarding and Complaints as well as deputy for Info Security and H&S.

• Line Manage a team of 13 CIAG advisers in 4 prisons across Greater London.• Created and implemented nationwide improvements to our data collection and analysis processes to increase accuracy of reporting against contract KPIs.• Developed support materials to address knowledge gaps in both advisers’ administrative tasks and face-to-face practice.• Conduct regular 1:1s, performance appraisals, quality checks and observations.• Recruiting new staff and strengthening onboarding and induction.• Ensure advisers complete all training and have access to CPD.• Producing monthly performance reports for each of my sites and contributing towards Matrix and contract bids.• Regularly attend organisational and site specific meetings.• Working collaboratively with contract partners and stakeholders to ensure we deliver a high quality service.• Adhere to Shaw Trust, MOJ and HMPPS policies and procedures.

• Leading small team within my local office including conducting performance reviews, 1:1’s, and training.• Panelling interviews for recruitment of new staff. • Consistently meeting KPIs and have increased our team’s performance by more than 20% from last quarter.• Supervising internal audits and carrying out client/ adviser observations to ensure our delivery meets quality and compliance standards as well as adhering to GDPR regulations and Safeguarding procedures. • Regularly reporting to upper management on current performance and contributing new ideas and strategies to help increase efficiency and performance. • Coordinating our functional skills delivery offer. This includes, but is not limited to - driving referrals, ensuring eligibility criteria is met, liaising with relevant advisers, tutors, and management across our 5 sites, booking exams, and organising invigilation.

• Support young people 16-24 to find appropriate education, employment or training whilst addressing and overcoming any barriers they may have.• Maintaining high levels of empathy, patience and understanding when communicating with the young people and taking into consideration any learning needs, they may have. • Effectively managing a caseload of between 30-60 young people. My approach has been implemented as best practice across the team. • Delivering 121 and group sessions both virtually and in person.• Forming and maintaining strong professional relationships in the immediate and wider teams as well as across multiple agencies and organisations.• Proficient in taking minutes.• Consistently contributing and driving ideas to improve personal and overall performance and reach KPI’s.

• Support and guide customers who are unemployed to move closer to the labour market whilst taking into consideration any barriers, complex needs, or vulnerabilities within each individual case.• Implement departmental and government guidelines, policy, and procedures in conduction with current legislation. • Using my critical eye – I approached my manager and colleagues with an idea to streamline and improve an established data collection process. My idea was well received and has since been introduced as the new process for best practise. • Responsible for Marketing and Advertising the ‘Kickstart Scheme’ within the office. The ideas I implemented were positively recognised by the District Management Team due to their effectiveness and creativity.

• Effectively managed a team of professional performers across a variety of production shows.• Ensured the smooth running of day-to-day operations via a bespoke diary management system I created. • Conducted and oversaw the training of staff as well as providing opportunities for career growth and progression.• Through effective collaboration with both the cast and wider team we successfully achieved 'Best Performing Department 2019' in which I was identified as a key contributor.

• Consistently hit monthly revenue targets and KPI's through excellent customer service and product knowledge.• Developed and delivered corporate approved store training programs to meet company objectives.• Helped customers complete purchases, locate items, and join reward programs to promote loyalty, satisfaction, and sales numbers.