Directors support.

Managing the District apprentice programme and all things capability

Deliver the ICS qualification in London and the Home Counties. Plan and implement change and work toward the District achieving Accredited Centre Status. Manage the ICS team of coaches and assessors, to drive culture change, while still delivering excellence in customer service.

Implement and deliver strategy for driving culture change within the organisation through the delivery of the Institute of Customer Service qualification. Put the ICS framework into the context of my organisation.Achieve the ICS Coaching qualificationCoach staff (practitioners) through the qualification, and prepare them for assessment to achieve the qualification.I am now an Institute of Customer Service Qualified Assessor

Supporting unemployed clients into work, through coaching support.

Ensure all customer contact counts, encourage customers to be self sufficient ultimately moving them into sustained employment.Promote and encourage use of Digital media by customers to improve customers opportunity for moving into sustainable employment. Delivering a personalised service catering to customers individual needs and tailoring my approach to identify and assist customers in overcoming barriers to work.Be accountable for all decisions with a clear rationale for the level, frequency and intensity of contact they have with each customer. Ensure customers satisfy benefit conditionality on an ongoing basis in line with legislation set out by the Secretary of State. Take responsibility for developing an in-depth knowledge of the local labour market, acting as an advocate for the customer with employers. Manage and monitor my own performance and proactively manage my ongoing professional development.

Disseminate new legislation Project Manage National PULSE ConferenceNational secretary for DWP diversity network Research and provide secretariat support for London and South East Diversity networks, including minute taking, agenda preparation and all accompanying documentation.Share best practice and up-skill colleagues across the Region