Improving Quality and Compliance Monitoring quality, safety, safeguarding and risk assessments and analysing data to present detailed reports in relation to key outcomes and trendsDeveloping effective strategies for monitoring and reporting key quality indicators and supporting local delivery of quality improvementDeveloping strategies for improving quality, safeguarding and safety across Be Caring services Supporting Operational teams by providing advice and support, monitoring progress and evaluating outcomesMaintaining policies and procedures relating to care management and ensure that these are reviewed and updated appropriately Developing training and resources to support Operational teams Maintaining and developing key working relationships, Demonstrating effective stakeholder engagement at all levels, including Commissioning teams, CQCWorking in a collaborative and influencing style in order to achieve the best outcomes Line Management responsibilities for the Compliance Team which will include responsibility for supporting appraisals, absence management and HR issuesSupporting the development of individuals through coaching, mentoring and personal development planning

Induction Training for new staff and Training the Care Certificate to carers.

Based in Leeds, but also covering Aldershot and London sites my role involved:• Creating, maintaining and developing all contractual and non contractual training • Delivering and facilitating effective training sessions• Reporting on all training feedback to L&D Manager along with solutions where appropriate• Proactively investigate new resources and initiatives• Creating and implementing incentive schemes throughout multiple Customer Service Centres• Administration of training files and Outlook folders• Updating feedback tracker and reviewing progress of actions taken• Maintenance of the Learning and Development page on the Customer Service Centre Intranet site• Support L&D Manager as necessary in reviewing current practices and implementing all necessary changesKey achievements:- Responsible for the successful development and implementation of a brand new process for our out of hours team, training them to deal with Purchase Orders- Redesigned and updated our contract process guides, embedding them in a single online guide enabling users to access the most up to date guidance in one place and eliminating the need for paper handouts.- Facilitating the Customer Service Centre Management Team away days.From Jul 14 - Present: Due to an organisation requirement my role became a dual one, consisting of leading a team of customer service advisors (see Team Manager role below) and L & D support as required.

This challenging and varied role involved:- Coaching and developing team members to ensure they are achieving performance targets- Identifying skill gaps and development needs of individuals within the team and taking action to resolve these- Completing call monitoring and auditing of work carried out by team members - Providing feedback and coaching to ensure a high standard of customer service and accuracy is maintained - Addressing poor performance by using Performance Development Plans- Holding monthly 121s with all team members to discuss their performance, Learning and Development requirements and any other relevant issues - Liaising with management, other departments within the company and Service Partners to ensure efficient running of the CSC and contracts- Holding monthly Team meetings to update the team on personnel, training, contractual and business updates.- Ensuring the team are motivated by identifying what encourages different individuals and designing and implementing team incentive schemes.- Managing change within the CSC and promoting benefits - Dealing with personnel, disciplinary and health and issues as required

My role as a CSR has given me an excellent foundation for my career within the Customer Service Centre. This involved taking incoming calls from clients wishing to report building faults and accurately dispatching work to Service Partners.

When I started my role at British Gas I was a Customer Service Advisor. I then progressed to Senior Customer Service Advisor. This involved a variety of project work, training and management support. My role involved:• Enhancing the customer experience of the business by dealing with complex queries, dissatisfied customers and high-level complaints.• Cross-selling Centrica products and services such as telecommunication and Service Care products.• Training, mentoring and developing new starters in customer service and using internal computer packages. Quality assessing calls and providing feedback.• Supporting the implementation of a new system called Siebel and overseeing a new culture change in the way we work.