JCP HASSRA Sports & Social Club

As an effective civil servant, and work coach, I am passionate about supporting our customers, in finding and sustaining employment, identifying better work, and in many cases a new career. For many of my clients, I am the only person they see, and communicate with each week, so it is imperative that we make every moment count. That could simply be a matter of good listening skills, or it could involve signposting, supporting or coaching customers in various disciplines, in order to make bite size improvements to their lives, and improve self belief. I thrive on helping and supporting those with complex and ESOL needs, ex offenders, ex prisoners, the homeless, and those suffering from drug, alcohol and gambling addictions. I have nominated myself as our departmental 'homeless' support worker, and I am now a qualified Mental Health First Aider [MHFA], supporting the Black Country. In summary:* Trained in various benefits, including Universal Credit, Legacy - Job Seekers Allowance (JSA), and Employment Support Allowance (ESA).* Apply best practice in effective work coach skills, mental health, and keeping safe.* Undertake work search reviews, gather evidence, coach and refer individuals - Promote high attendance rates at group information sessions, encourage self sufficiency, and personal responsibility.* Act as a front line leader, engaging, supporting, and challenging claimants, and having a sensitive appreciation for those who have suffered domestic violence, are vulnerable, or suffer with a mental health condition.* Fundamentally consider our core competencies in making effective decisions, managing a quality service, delivering at pace, and leading and communicating.

Experieced Service Delivery Manager, with a passion for the criminal justice and public sector

Full accountability for the safe, secure and efficient operational management of the UK’s largest independent vehicle rescue and recovery operation during a period of rapid growth and development. Staff: 27 to 135 | Vehicles: 60 | T/o £6M Central - £34M GroupI have been a key contributor to business growth, doubling the headcount to 54 operational staff in the first 15 months. This has involved inspiring delivery of first class customer care and service to corporate and SME clients, including West Midlands Police, West Midlands & East Midlands Ambulance Service, Greenflag, Wincanton, Amey Plc and the AAFurther key successes include building a dedicated, high achieving team - passionate about customer service and the need to 'go that extra mile', and introducing the region’s quality management policies - ISO9001, PAS43 and NHSS17b scope. Additionally, I have designed and delivered training and development programmes for management, administrators, workshop staff, and promoted a system of cost saving in relation to fleet servicing and maintenance, whilst remaining fully compliant

During this period, I produced and managed the aftersales budget, opened Specialist Renault Service Centre and exceeded profit targets. Key results .. . .• Labour Sales £272K v £255 2007; £284K v £273 2008• Van Centre Parts Sales £181K v £165K 2007; £269K v £266K 2008• Van Service Dept GP consistently in line with 73.2% budget | direct profit 35.1%• Increased Trade Parts Sales by 37% via review and reallocation of staff roles• Increased stock turnover ratio, reduced stock obsolescence, and increased trade sales• Improved cash flow by moving unwanted stock through trade deals and networking with other dealers• Built and directed teams, defined goals and stretch targets, and set up / streamlined operational systems

Here I held P&L accountability for the operational management and revenue performance of this high volume Ford dealership & MOT Centre, CSI/Viewpoint and Service Department. T/o £1.3m.I led a multinational team of 33 staff, increased Viewpoint customer satisfaction rating from 73 to 91 within first 9 months, and ensured robust compliance with health, safety and quality assurance

I played a pivotal role in the initial set-up of the VWCV franchise including the recruitment of staff members. Successes . . .• Voted Aftermarket Manager of the year on two consecutive occassions, and rewarded with a trip to Brazil, and also to South Africa (passed over to a member of staff)• Achieved annual growth of 67% in labour sales 2004 £288K v £172K 2003, and further 39.5% growth in 2005 £401K v 2004. In 2006 saw a further growth of 27% with labour sales of £509K • Performance regularly achieved 1st in Region throughout 2004 and 2005 • Installed and maintained an extensive training and development plan for all after sales staff members• Developed a Volkswagen after-sales quality system to include quarterly audits, and achieved the TUV HSO Quality Approval Certificate at both Bilston and Shrewsbury • Voted ‘LCV Dealer of the Year’ from 440 applicants at the 2006 Motor Trader Industry Awards

In this role, I successfully held various positions within this company such as the After Sales & Customer Care Manager position from 2000-2002 with responsibility for the service & parts operations. During my initial position within the company as a Group Parts Manager during 1997-2000, I held responsibility for controlling the efficient running of the Groups 3 Volvo franchises including purchase and sales ledgers. Successes:• Awarded most successful parts operation in 1999 for excellence in parts and accessory sales• Acknowledged by the Chairman / MD for keeping the business functional during a major site refurbishment

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