Outcomes First Group (OFG) is the leading provider of specialist education in the UK to children and vulnerable adults with autism and social, emotional and mental health (SEMH) needs. A key leader who ensures the organisation operates efficiently and effectively. Working collaboratively across schools and central departments, empowering other teams to focus on their core functions while delivering measurable results that drive business success.● Spearheaded the restructuring of the onboarding team, including implementation of key performance metrics (KPIs) to monitor and improve efficiency, resulting in a 40% improvement in team productivity.● Led cross-functional improvement initiatives that unified departmental operations, fostering collaboration across teams.● Developed and implemented the pupil transport pilot that reduced operational costs by 20%.● Successfully managed the integration of operations during a merger, maintaining business continuity and exceeding performance targets.● Navigated the organisation through a major operational restructuring, maintaining consistent service and limiting risk.● Implemented the new organisation-wide disclosure & barring service DBS process that reduced operational risk.● Established clear communication channels between departments and schools, reducing internal bottlenecks by 25%.● Presented operational reviews and strategic updates to the executive board, consistently earning commendations for clarity and insight.

As Customer Relationship Manager for British Gymnastics, my role included establishing relationships with partners through promoting and gaining commitment for British Gymnastics priorities, programmes, and activities. I obtain and collate feedback and conduct research to develop and establish continuous customer experience improvement initiatives across operational processes, systems, products, and services. I also identify and deliver solutions to resolve growth barriers.A few key accomplishments in this role include:• Boosting net promoter score (NPS) satisfaction rating of designated clubs by 32.• Increasing annual revenue from designated clubs by c.£150k through cross selling products including recreational gymnastics programmes and education courses.• Creating and implementing business support webinars to upskill clubs.• Accomplishing goal income of £3.5M from designated customers.• Developing and establishing comprehensive engagement and experience strategies with partner clubs.• Improved relationships with key regional and national stakeholders.• Boosting average satisfaction rating of clubs.

My position as Customer Relations Manager at G4S Electronic Monitoring included developing and managing relationships with stakeholders including government departments and regional criminal justice organisations. I headed customer experience department to drive performance and maintained exceptional customer experience. I collaborated with the leadership team and operations managers to address performance and facilitate change management. I also implemented continuous improvement methodology to drive significant change and deliver innovation and excellence in customer experience.A few key achievements in this role include:• Developed and introduced Net Promoter Scoring (NPS) and KPI analysis to identify and resolve issues.• Deployed new customer feedback channels to improve customer interaction and ensure feedback was accurately captured.• Developed and implemented continuous improvement projects to enhance service delivery / meet KPIs.• Managed successful relationships across complex and highly politicised sector.• Made efficiency savings of £500k per annum through automating paperwork processes.• Commended by Home Office for automating offender notifications to police which saved £150k per annum.• Improved client NPS by 58 and revenue by £750k per annum between 2008 and 2013.• Increased overall satisfaction across all customer groups by boosting NPS by 48 between 2008 and 2013.

Oversee daily operations of a multi-agency employment, training, and learning centre. Led and supervised team of 3 staff members. Sourced employment opportunities for clients. A few key accomplishments in this role include: • Increasing revenue streams by selling Learndirect services to local businesses, accomplishing £100k per annum.• Delivering excellent customer service through feedback / continuous improvement methodology.

Efficiently managed, developed, and motivated team of 6 staff members to deliver service excellence. Developed and maintained strategic partnerships with FE establishments to increase revenue. A few achievements in this role include:· Ensuring Centra met all annual examinations and assessment service delivery targets.· Implementing customer service policy, standards, and complaint handling strategies.· Improving annual satisfaction score rating.

Efficiently led, directed, and supported admin staff. Performed duties including opening new accounts and managing mortgage and credit card applications. Swiftly promoted to three-year Management Development Programme.