Tom Dewing Email & Phone Number

Rochester, Gb

United Kingdom

London, United Kingdom

London, United Kingdom

Develop a LEAN culture across the business by challenging the status quo, supporting others curiosity and championing solutions that go beyond the constraints that currently exist. To act as a subject matter expert for LEAN and promote Continuous Improvement across the organisation, supporting team members and colleagues with my knowledge and expertise. Deliver multiple process improvement and operational projects across the business including;- Leading process… Show more Develop a LEAN culture across the business by challenging the status quo, supporting others curiosity and championing solutions that go beyond the constraints that currently exist. To act as a subject matter expert for LEAN and promote Continuous Improvement across the organisation, supporting team members and colleagues with my knowledge and expertise. Deliver multiple process improvement and operational projects across the business including;- Leading process improvement initiatives by using the DMAIC model and LEAN tools and techniques including; Waste identification, root cause analysis, problem solving, skills matrices, and standard operating procedures. - Facilitating various process re-engineering workshops for teams across the business, identifying areas of waste, making change recommendations and supporting teams implement these changes to provide a more efficient service.- Implementation of Operational Excellence tools. Show less

Maidstone

- Manage a variety of service improvement/transformation projects.- Facilitate various user and process journey mapping workshops for KCC departments, to identify areas of the service which do not add value to current processes.- Contribute savings towards Kent County Council cost saving policies , which outline necessary savings over the next 3 years.- Deliver LEAN training workshops to various KCC service partners. - Presenting my service improvement… Show more - Manage a variety of service improvement/transformation projects.- Facilitate various user and process journey mapping workshops for KCC departments, to identify areas of the service which do not add value to current processes.- Contribute savings towards Kent County Council cost saving policies , which outline necessary savings over the next 3 years.- Deliver LEAN training workshops to various KCC service partners. - Presenting my service improvement recommendations at Senior Management meetings, using my excellent communication skills to explain the validity and benefits of a project.- Work side by side with internal departments such as Digital Services to analyse customer feedback and complete user testing to ensure new web services fulfil customer needs.- Working in partnership with external agencies to streamline shared services.- Use customer feedback programmes such as GovMetrics to understand the voice of the customer. Show less

- Supervise and develop a team of 15+ Customer Service Advisors. - Undertake quality assurance assessments to ensure that calls are dealt with in line with KCC Customer Care protocols and performance targets.- Complete staff appraisals, set performance objectives and monitor work to ensure the required standard of service is being met and that staff contribute to the achievement of the Contact Centres objectives.-To work closely with partners to ensure the smooth… Show more - Supervise and develop a team of 15+ Customer Service Advisors. - Undertake quality assurance assessments to ensure that calls are dealt with in line with KCC Customer Care protocols and performance targets.- Complete staff appraisals, set performance objectives and monitor work to ensure the required standard of service is being met and that staff contribute to the achievement of the Contact Centres objectives.-To work closely with partners to ensure the smooth running of various KCC services including Education and Environment & Enterprise, making sure service level agreements are being achieved.- Represent the Contact Centre and lead on specific projects (both internal and external) including the Top 50 Contact Centres and KCSNG mystery shopping programmes. I have done this by attending meetings in order to provide professional advice/guidance to ensure the Centre’s interests are represented and projects are successful.- Have an in depth knowledge of all services I deal with so I can be a point of contact for staff, as well as internal/external partners. Show less

Maidstone

Providing support to Contact Centre Team Manager. Line managing 2-3 members of staff, completing monthly 121 and coaching sessions. Analysing advisor adherence stats.