Management of a large Housing Response Contact Centre. Guiding a team to provide consistently excellent customer service and raising quality repairs for residents across the borough

Driving continuous improvement within my team in order to help residents of Kensington and Chelsea through excellent customer service. Building relationships internally to improve resident experience. Specially commended as RBKC’s Innovative Colleague of the Year

Leading Alzheimer’s Society work with external stakeholders to maximise awareness and uptake of community engagement programmes - Dementia Friends and Dementia Friendly Communities. Duties include:- Design and delivery of strategy, communications plan and stakeholder engagement plans with organisations from the private, public, third and youth sector to maximise reach and uptake of programmes- Develop, lead, negotiate and influence a wide range of internal and external stakeholders - Collaborative working across Society on engagement with external organisations to manage and mitigate risk- Prepare and deliver presentations and represent the programme at conferences and meetings at a senior level - Development of new routes/tools for organisations ensuring the offer to organisations is flexible and engaging. - Lead on Youth Engagement to create a Dementia Friendly Generation by managing the delivery of partnerships with national youth organisations including The Scouts and Girlguiding.- Data analysis to analyse impact of the partnerships and monitor KPIs as required - Recruitment, support, training and development of employees and volunteers

Helping to support Alzheimer’s Society work with external stakeholders to maximise awareness and uptake of community engagement programmes - Dementia Friends and Dementia Friendly Communities. Duties include:- Support on the delivery of a strategy, communications plan and stakeholder engagement plans with organisations from the private, public, third and youth sector to maximise reach and uptake of programmes- Develop, lead, negotiate and influence a wide range of internal and external stakeholders - Collaborative working across Society on engagement with external organisations to manage and mitigate risk- Prepare and deliver presentations and represent the programme at conferences and meetings at a senior level - Development of new routes/tools for organisations ensuring the offer to organisations is flexible and engaging. - Database maintenance and reporting- Recruitment, support, training and development of employees and volunteers

• Conducting complaints investigations from public to MPs, Councillors and public• Relationship development and collaborative working: internally and externally• Customer Service• Stakeholder Engagement• Collaborative working : Internal and External• Updating CRM system with outcomes and remedial actions• Creation and update of content plans for web and social media (Twitter, Facebook, Instagram)• Data analysis and reporting for Directorate Briefs, Operational Board and Executive meetings.• Representing TfGM positively to help to achieve vision for outstanding integrated public transport