Steve Cowley
Accomplished professional with extensive experience in customer service operational planning and team leadership
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About
Accomplished professional with extensive experience in customer service operational planning and team leadership across diverse sectors. Expertise in managing multi-functional teams, developing risk assessments, and ensuring compliance through meticulous auditing and quality assurance. Proven track record of enhancing customer satisfaction, optimizing processes, and delivering effective training programs.
Skilled in coordinating large-scale events, fostering stakeholder collaboration, and implementing innovative initiatives to improve operational efficiency.
Experience
- Customer Service Officer (Multi Skilled) at East Midlands Railway | 2024-05 - 2026-04 | Wellingborough: Identify customer needs through rapid rapport, then coordinate suitable solutions delivery. Handle cash and card payments accurately, maintaining strong financial integrity. Maintain high satisfaction by providing clear, friendly customer service support. Maintain health and safety for Staff and customers by following and enhancing safety critical and security protocols.
- Inspector at British Transport Police | 2019-12 - 2024-05 | London: Served as first-choice inspector for Wembley events for 3 years.
Developed Operational
Plans and Risk Assessments for large events, mitigating risk and improving safety. Strengthened stakeholder and partner working across BTP, MPS, NWR, TFL, Wembley. Delivered effective joint working for large-scale events through coordination and strategic planning.
- Principal Officer at HM Prison Service | 1995-09 - 2004-01: Led initiatives at HMPS Headquarters to enhance practices for young offenders, fostering a safer and more rehabilitative environment.
Established best practices in National Young Offender Estate, improving operational effectiveness and staff engagement. Established a training and mentoring programme for staff that achieved recognition from Investors in People. Delivered training as a tutor and facilitator for SOTP and Thinking Skills at HMP Woodhill.
Education
- HND - Building & Civil Engineering | Wigan College of Technology
- Diploma - Management | Open University
- Certificate - Supervisory Management | Open University
- Certificate - Training Practice | Chartered Institute of Personnel and Development
- Level 5 NVQ - Supervision & Management | Chartered Institute of Management
- National Team Level - Commonwealth of Australia Sports Coach level 3 | Australian Institute of Sport
- ISO9002 Auditor | British Standards Institute
