Operations Manager Training - Trauma Resus / Gibb Group Medical and Rescue
- Lead end-to-end training operations, ensuring safe, compliant, and efficient delivery aligned with organisational strategy.
- Manage instructor recruitment, onboarding, competency records, and scheduling to maximise utilisation and service quality.
- Optimise resource planning and logistics, prioritising contracted and high-value projects to improve operational efficiency.
- Act as quality and compliance lead, overseeing governance, GDPR, and access controls for restricted training programmes.
- Build strong client relationships, identifying training needs and driving repeat business and utilisation growth.
- Collaborate with clinical and senior leadership on audits, service improvement, and operational decision-making.
- Line-manage and developed administrative staff and instructors while overseeing budgets, systems, and training equipment inventory.
Transport Training Co-ordinator - Transport Training Academy
(2021-02 - 2022-11)
Working within the transport training team responsible for scheduling training for commercial, funded, and private customer to acquire their category C1, C and CE licences.
- Manage the scheduling of instructors and vehicles to learners and allocating learners to their DVSA tests.
- Schedule maintenance of vehicles for maintenance inspections and MOT's.
- Check defect reports and arrange repairs as they are required.
- Undertake sales activities, by contacting current and prospective customers.
- Take telephone enquiries and provide accurate information.
- Book tests and request examiners to attend site to conduct on road testing.
Enquiry Officer - Ombudsman Service
(2016 - 2021)
Working within the new product development team assessing Parking on Private Land Appeals (POPLA). Look into appeals where a Parking Charge Notice has been issued to a motorist by a parking operator who is a member of the British Parking Association.
- Assess if the parking Charge Notice has been issued correctly in line with the British Parking Association Code of Practice and other relevant regulations.
Customer services - Capita Services
(1998 - 2016)
Working on the Telefonica contract. Saw many changes with the business, originally started to work for the business when it was Martin Dawes Telecommunications, continued to work for the company when this changed to BT Cellnet, O2 Lumia, O2 UK limited, Telefonica and finally moved to Capita when customer services were outsourced. During career with these companies worked in various areas of the business.
- Corporate and SME credit control - Responsible for the collection and allocation of payments on accounts ranging from large blue-chip companies, Government, VIP, and small business accounts. Had an allocation of 200 accounts that required regular liaison involving speaking to accounts departments, directors, and personal assistants to arrange for payments of overdue invoices and tracing of missing payments. Visits to customer premises with account managers to go over the accounts and sort out qu
- Consumer Debt recovery - Required speaking to consumers regarding arrears on their accounts. Responsible for making outbound calls to customers regarding their accounts, arranging the payment of their arrears either by taking payment or arranging payment plans that would help the customers and were affordable to them. Spoke with debt collection agencies to either re call or place accounts on hold. Also responsible for removing or placing restrictions on accounts and reconnection of accounts.
- SME Business customer services and sales - Responsible for taking inbound calls from customers to deal with several queries the customer may have, payment on account, arranging payment plans, billing recalculation, renewal of the account or best plan advise in relation to tariffs and products that would be of a benefit to the customer. Coached new team members in the role, delivering sales technique training.
