All commercial aspects including estimating and surveying.

Production of quotations and valuations for major scaffold contract work. Improving Client relations by ensuring requirements are met/exceeded. Working with the Operations and Finance Teams to ensure Clients get a first class service and profits are maximised. Reports to MD.Improving service through utilisation of technology, implementation of best practice and sourcing better supplier contracts.

• Delivered excellent customer service at 5368 franchise branches through a field team of 99 people, growing overall income by 5% year on year and improving training satisfaction by 4%• Wrote and delivered ‘train the trainer’ events for over 200 people• Introduced a new initiative for the national audit & training team, (178 people), to measure the impact of their audits/training on customer service and income. The results were phenomenal with new branches showing an increase in sales of over 300% in Mails & Banking• Produced a business transformation plan for the Chief Executive & board to save £1.6m, which was implemented• Trained the national leadership team on customer focused coaching techniques• Exceeded contract targets by at least +16% every year thereby reducing operating costs by over £5m p.a. whilst improving customer experience• Achieved staff & operational budgets, (£9m), and introduced business process improvements in recruitment, training, auditing & managing performance• Created solutions at remote locations to maintain Post Office services in line with Government access criteria. Met with MPs and press to publicise• Solved a critical staffing issue in Q4 leading to a record number of projects being delivered whilst maintaining high levels of satisfaction• Engaged proactively with all key stakeholders including Directors, MPs, Unions, and the National Federation of Postmasters when leading network & business transformation projects• Led 100+ relocation consultations with public bodies and communicated final decision• Worked on 2 other projects at the request of a Director, (a new network model and automation of the Post Office helpline), to ensure they were delivered on time• Designed and chaired Succession workshops to develop new managers• Heard employee and franchise contract appeals and second/third line HR issues• Presented key messages to groups of over 200 people at large regional events

Asked to move departments to work on the Post Office’s biggest ever project, Network Transformation, which involved transforming over 8,000 Post Offices to reduce operating costs by £80m and improve customer service and income. Recruited, trained, developed & coached field change managers to deliver 190% of target, which was by far the best performance in the Company, indeed, most areas failed target. Project managed many branch transformations to time and to budget, (£5m)

Led and developed 25 Branch Managers & over 500 colleagues to exceed P&L customer service, financial sales targets & other KPIs. Took the team from mid-table to top in 6 months and remained top for the next two years.Ran daily conference calls to check that the team were focusing on customer needs and were coaching, updating and supporting colleagues. Delivered 10% growth year on year. Delivered financial service sales targets compliantly, measured through MI from the Bank. Covered for the General Manager and was a mentor for new Area Managers, indeed, the next two AM appointments were people from this team

Recruited, trained and developed 8 Area Managers and over 200 FS Specialists to deliver FS sales in Crown branches. This was a new structure following a successful trial of the role in my Area, Manchester. Ran daily calls to ensure customer's needs were being met and were captured on customer review forms. Ensured AMs exceeded targets through strong performance management.Performed the best in the Country with each specialist bringing in an average of 10 FS sales per week. Engaged with branch teams to ensure enough referrals took place.

Roles include Crown Area Manager, Remuneration & Recruitment Manager, Branch Manager, Subpostmaster Services Manager & Q&E Manager