RACHEL HILL1 Richmond Avenue, Kettering, Northants, NN15 5JG

Mobile: 07968 486835 Email: missrachelhill@gmail.com

CAREER SUMMARY2009 – Present The Papworth Trust Interim Business Manager

Work Programme Employment AdvisorSeconded Business Manager

2007 – 2009 Phoenix Training New Deal Trainer

2005 – 2007 Iento Ltd Account Manager

2002 – 2005 Marston’s Inn’s Assistant Public House Manager

2000 – 2002 The Restaurant Group Front of House Manager

PROFESSIONAL PROFILE

Over 5 year’s managerial experience, with punctuality and accuracy as key abilities for performing efficiently alongside 20 years’ experience within a customer service environment. A focused, driven and professional individual who is competent at working well under pressure as well as being able to hold responsibility well. Pro-active at working towards targets and am comfortable at decision making, competent at working within strict processes and compliance and am loyal and committed to my prospective employer for the long term. I am organised, a self-motivator, process driven, knowledgeable and supportive towards others to help them achieve their goals as well as having the core skills to progress within any role that I undertake. I am adaptable, mature with a friendly, outgoing personality.

CAREER HIGHLIGHTS

Interim Business Manager August 2013 – PresentThe Papworth Trust (600 employees – Third Sector – Leading Disability Charity)

October 2009 - Present

Working on the government funded Work Programme - I was initially employed as an Employment Advisor before successfully securing the Interim Business Manager role. During this time I was responsible for managing 2 offices with a total team of 11 employees, plus a team of 6 volunteers. The role required me to manage and overcome difficult challenges such as; the closure and merger of an office and the staffing impact that this resulted in, as well as being held accountable for the budget, contractual and job start performance.Alongside The Work Programme contract, I was also responsible for managing an additional Jobcentre plus contract which carried its own contractual guidelines/targets.

Key Achievements Communication skills: Effectively planned and managed daily and weekly team

briefings/meetings to ensure that information required is cascaded appropriately. Attended local networking meetings/events on a quarterly basis to establish and continue with external relationships to include stakeholders.

Staff Management: Conducted staff monthly 1-1’s to ensure effective KPI management, caseload reviews and advisor performance as well as evaluating the employee appraisals and annual performances. Improved 3 members of staff performance through support and performance management, which resulted in 2 members of staff achieve highest performing advisor of the month and exceed their quarter target. Involved with staff recruitment and training and managing staff absenteeism to include sickness/annual leave/staff training more specifically, managed 4 members of staff on formal sickness.

Performance Management : Effective forecasting, monitoring and presenting of office performance to both senior management and prime contractors. Attended management meetings, which included discussing and reviewing staff/area performance, compliance and minimum performance levels.

Strategic activity: Embedded a new delivery model, managed the merger of 2 offices within an 8 week timescale as well as aiming to minimise the impact to over 800 customers, oversaw

the closure on an office and staffing restructure, which resulted in 3 staff redundancies and 2 re-deployments.

Fundraising: Planned and project managed fundraising activities.

Work Programme Employment Advisor October 2009 – August 2013(3 months Seconded to in the absence of the Business Manager) March - May 2011

Prior to being appointed the Interim Business Manager, I was employed as an Employment Advisor working with an ever changing caseload and supporting my customers into sustainable employment as well as achieve a 75% sustain employment rate. I conducted 1-1 appointments, facilitated workshops, advised on recruitment process’ as well as worked towards monthly targets, supported customers with work placements/trials and created CV’s, cover letters and speculative actions.

Key Achievements People Management : Successfully seconded to Business Manager for a 3month period whilst

holding a customer caseload of 160. To include: forecasting/reporting/staff management such as 1-1’s and caseload reviews. Achieved Employment Advisor of the month

Communication Skills: Successfully resourced and developed effective working relationships with local employers such as B&Q, City FM, and training providers. Attended local networking events and job fairs to promote The Papworth Trust and generate vacancy leads.

People Skills: Supported my work colleagues within a “mentor” capacity, dealt with customers in a diplomatic manner in order to achieve positive outcomes. Managed customer complaints.

Organisational/Planning: Effective diary management to ensure the new delivery model is embedded used initiative to implement a lone parent group. Used accuracy and time management to ensure that compliance and contractual guidelines were achieved.

Gateway Trainer (on the New Deal Programme) October 2007 – September 2009Phoenix Training Ltd Redundancy

Supporting benefit claimants back into employment, this was achieved by delivering a soft skills training programme over a two week cycle, creating CV’s and supporting with client employment applications and speculative approaches. During this time I supported individuals ranging from 18years to 60years of age both within a group and on an individual basis. The contract was job performance led and also required the New Deal provider to be contractual with DWP.

Key Achievements Planning and Organising : Planned and updated training packages to ensure information was

relevant and coherent. Delivered of Gateway to Work Packages. Interpersonal Skills: Quickly established a rapport with group delegates of up to 35

attendee’s and facilitated training workshops to suit different learning styles. Assisted with building good working relationships with local employers to engage them to “guest speak” to delegates.

Account Manager September 2005 – October 2007Iento Ltd, Kettering Redundancy

As an Account Manager of an independent Employment Service offering temporary and permanent commercial recruitment and HR support I was responsible for managing commercial accounts for the Kettering, Corby, Wellingborough and surrounding areas including B2B development, “door knocking”, cold calling and managing all recruitment requirements.

Key Achievements Business Development: successfully built up local business accounts and developed some

loyal accounts through B2B sales, account management, attending networking events and visiting both potential and existing accounts.

Recruitment: Completed payroll for up to 10 temporary candidates, processed recruitment paperwork, completed candidate registration.

Listening Skills: Built rapport with business’ and candidates to gain a clear understanding of their needs to ensure the level of service met/exceeded expectations.

Managerial Experience

Prior to the above employment, I successfully gained managerial experience whilst working within the management teams of Frankie and Benny’s and The Trading Post Public House, Kettering. This involved overseeing the general day to day running of the establishments, staff management (rota’s/sickness/holidays), banking, and weekly figure reporting and working within budgetary requirements.

Key Achievements Staff Management: Managed teams up to 30 at any one time to ensure that the right level of

cover is appropriate for the business demand. Budgeting: Required to control wage cost within budget, monitor Gross Profit to increase net

profit. Completed weekly and monthly forecasting/profit and loss accounts. Business Development: Successfully managed shifts where Net takings could be up to £5,500

and involved with fundraising activities to promote the business and increase profit. Customer Skills: Dealt with customer complaints in a professional and timely manner.

PROFFESSIONAL COMPETENCIES

People Management Business Development Multitask and organisational skills Relationship building Training and Mentoring Project Management and Leadership Skills

QUALIFICATIONS

HND in Hotel, Catering & Institutional Management

NVQ Level 2 in Customer Service

C&G 7300 Train the Trainer Award First Aid REC in Recruitment Practice Various Management Training