RiO Trainer

Commissioned by the pivotal ‘Gold Star’ System Replacement project to teach practitioners and managers within Adult and Children’s social care services how to use the chosen CRM system. Key curriculum requirements: To teach and facilitate learning of basic functionality and navigation of the chosen Customer Relationship Management (CRM) system, implemented as part of a large change management programme. In response to business needs and sustainability goals, developing lesson plans, tutor scripts, work instructions (course notes) in collaboration based on training needs analysis, evaluation and feedback. In response to analysis, design and deliver additional training for managers and staff, group and individual exercises, gapped hand-outs, matching games and quizzes, simulations, bite-size sessions, 1:1 sessions in the workplace (including SEN), group work and classroom based delivery using Information Learning Technology (ILT) and Interactive White Board (IWB). Utilisation of proven people management skills, motivating staff at all levels to achieve service excellence, improve service outcomes and enhance workforce skills. I build strong and resourceful relationships through highly effective communication and networking at all levels.

• Designed and project managed the corporate Mystery Shopping programme (2010-2012).• Designed and delivered Mystery Shopper training for staff and residents: assignments/fieldwork/results analysis leading to service improvement. • Project managed CRM corporate complaint handling module implementation (2011).• Performance managed the corporate complaint and customer feedback procedure. • Designed and delivered the One Council Customer Service Inductions and E-learning module.• Designed and delivered Customer Focus and Complaint Management workshops.• Achieved Staffordshire Manager: Training and Learning Practitioner Certificate (2011).• Leading national and service good practice award submissions.

• Developed corporate templates and business planning guidance; coordinating content for the Business Planning Workshops and the Performance Management Framework.• Developed and delivered staff and new manager induction presentation(s) - Customer Service and Performance Management modules. • Performance managed corporate complaint handling - stretching targets to maintain momentum and improve service delivery.• Performance managed the corporate performance measurement to reduce avoidable contact (NI14).• Conducted review, consultation and implementation of new corporate customer care standards (2009/2010).• Lead for national and service award submissions; contributing to corporate and partnership assessment / inspection. • Experienced in project managing teams undertaking assessment for the Charter Mark (CSE); offering corporate advice and guidance. • Contributed to the Customer Service Strategy and Vision project – new ways of working to improve customer access.

• Responsible for service and business planning; influencing response to corporate and directorate performance standards and initiatives. • Acting as IT designated budget holder, monitoring the rolling programme, review and budget savings. • Responsible for corporate complaint handling and performance across business units. • Corporate Customer First Project Group member. • Conducting key customer/partner 1:1 end-user surveys across Staffordshire: needs, wants and expectations.• Lead responsibility for reporting performance: Equality and Diversity BVPIs and supporting establishment of the corporate Disability Equality Scheme.• Managing the process for successful IiP assessment. • Project managing successful Charter Mark Award /Customer Service Excellence assessment(s) and maintenance. • Overseeing the Performance Development Review processes, sickness absence monitoring processes and management reports.

Office Services Team management (4 direct reports/1 casual post and work placements).• Responsible for team Personal Development Reviews: recognising, rewarding and monitoring performance and agreeing training plans.• Maximised skill sets, job and customer satisfaction through individual / team plans.• Managed attendance at work.• Managed the Learning Resource Centre. • Managed day to day postal service (in-coming, internal and outgoing Royal Mail). Franking machine budget – monitoring spend and associated efficiencies. • Managed associated Office Services budgets: stationery, equipment, publications, printing consumables - identifying savings and efficiencies.• Managed the Vending Machine contract – reviewing customer preference/satisfaction.• Managed the central filing, records management, retention and archiving service.• Lead officer and directorate working group member: Equality and Diversity BVPIs and contributing to establishment of the Disability Equality Scheme and public consultation. Corporate Complaint Officer.• Project managed successful Charter Mark submissions and assessment; implementing service improvement.

Various positions held on progression path.