Contract Project Manager at The Skills Network (2025-01 – Present)
- Lead oversight and coordination of a £13m+ portfolio of direct, subcontracted and external-service contracts, maintaining focus on delivery, compliance, commercial targets and learner outcomes.
- Create delivery plans, performance profiles, milestones, risk registers and action frameworks to strengthen accountability and provide a clear portfolio-wide view.
- Chair cross-functional recruitment, contract-performance and closedown meetings, converting data and operational insight into decisions, owners and deadlines.
- Use Power BI and Excel reporting to identify trends, forecast delivery, challenge underperformance and recommend timely interventions to senior leaders.
- Coordinate Finance, Operations, Quality, Information Services, Partnerships and Assessor teams, resolving dependencies and improving end-to-end processes.
- Support audit readiness, quality assurance, contract mobilisation, change implementation and continuous improvement across the portfolio.
Contact Centre Manager at The Skills Network (2023-08 – 2025-01)
- Lead more than 40 FTE in a high-volume learner-support operation, accountable for service levels, quality, performance, resource deployment and customer experience.
- Set clear targets and responsibilities, manage performance through dashboards and reporting, and reallocate staff to protect priority delivery.
- Coach team leaders and staff, address underperformance and resistance, recognise strong contribution and build confidence and capability.
- Manage escalated complaints and complex service issues, working across departments to remove barriers and improve the learner journey.
- Introduced structured huddles, feedback loops and workflow improvements to increase transparency, consistency and delivery pace.
Head of Operations (Secondment) at The Skills Network (2023-05 – 2023-08)
- Directed delivery across 46 education contracts valued at £13m+, leading 60+ staff and providing performance, risk and operational insight to the senior leadership team.
- Inherited a portfolio that was not on track to meet achievement expectations and coordinated targeted recovery activity that restored delivery within three months.
- Chaired three cross-department working groups, commissioned projects in response to problem areas and reallocated resources to the highest priorities.
- Strengthened collaboration between departments, replacing siloed working with shared ownership, reporting and coordinated action.
Adult Learning Services Manager at The Skills Network (2022-11 – 2023-05)
- Led operational improvements across enrolment, onboarding and learner support, contributing to a 92% learner-success rate.
- Mapped service journeys, analysed performance information and consulted teams to identify bottlenecks, compliance risks and practical improvements.
- Designed and embedded risk-mitigation procedures that improved service consistency, staff accountability and learner outcomes.
Information Services Manager at The Skills Network (2022-03 – 2022-11)
- Managed funding-eligibility and pre-enrolment processes for publicly funded adult education, ensuring accurate and compliant onboarding.
- Developed reporting frameworks used by executives to evaluate delivery viability, performance trends and compliance exposure.
- Worked across operational and technical teams to improve data flows, reporting accuracy and management information.
Probation Service Officer at Ministry of Justice - HMPPS (2019-01 – 2021-11)
- Managed complex, high-risk caseloads within statutory frameworks, balancing public protection, safeguarding, rehabilitation and demanding deadlines.
- Prepared accurate reports and recommendations, maintained robust case records and collaborated with courts, prisons and partner agencies.
- Recognised with a Purple Heart award for outstanding service.
Resettlement Officer at Shelter UK - HMP Humber (2017-03 – 2019-12)
- Coordinated a resettlement service for people leaving custody, working with prisons, councils, housing, employment and support providers.
- Increased client engagement by 66% and improved KPI performance from 40% to 90% through clear leadership, staff coaching and service redesign.
- Managed competing needs, safeguarding concerns and multi-agency actions while maintaining a strong focus on individual outcomes.
Office Manager at J&J Cars (2014 – 2017)
- Managed the administration function for a busy MOT testing station and mechanical garage, coordinating daily office activity and customer enquiries.
- Processed payroll, maintained financial records using Sage and supported invoicing, payments and general financial administration.
- Maintained organised records, scheduled work and ensured essential administrative tasks were completed accurately and on time.
Governance Administrator at East Riding FA (2012 – 2014)
- Provided governance and administrative support, maintaining accurate records, correspondence and documentation for affiliated football activity.
- Supported meetings, stakeholder communications and the effective coordination of governance processes and enquiries.
