Customer Service Manager

JOHN PALTON

** ******** ****** ( Wembley ( Middlesex ( HA9 8NS

Mobile: 074******** Email: ****.******@*****.***

PERSONAL SUMMARY

A versatile and flexible individual with significant management and

leadership skills gained with large UK companies and experience of

providing employability/recruitment services to a wide range of clients.

Able to work fluently with most computer software packages, which include

MS Office and bespoke database systems.

Able to work efficiently and effectively at all levels in organisations

with the ability to manage change and achieve commercial profit /

targets. A professional individual, who is flexible enough to adapt to

any given situation and has a proven and successful track record. I am

very dynamic and energetic with a high degree of personal drive and

enthusiasm, flexible approach to working and willingness to work out of

hours.

CAREER HISTORY

RECRUITER/ EMPLOYER RELATIONS CONSULTANT

PROSPECTS SERVICES LTD (LONDON WORK PROGRAMME), DALSTON

August 2011 - March 2013

. Responsible for working with a range of candidates and sourcing various

vacancies, providing information, advice, guidance and support.

. Running employability training sessions to develop candidates on specific

areas identified through reviews and customer feedback. Utilising

knowledge of apprenticeship, training and career opportunities.

. Sourcing and building relationships with new employers providing a

bespoke recruitment service promoting Prospects services for the Work

Programme. Res

. possible for development and maintenance of client database, internal and

external monitoring in relation to contractual compliance and quality

initiatives, I am able to takes responsibility for developing own

knowledge and skills to meet current and future business needs of any

operational needs.

. I have eextensive experience of delivering welfare & housing benefit

advice in a customer facing role.

. I have the expertise to represent Viridian/customers at external

meetings with benefit agencies and external parties including DWP, local

authorities and charities currently working with, I have experience of

developing and delivering broader community engagement initiatives.

Olympic Games Volunteer interviewer for all Olympic Games Makers for

London 2012 Sept 2011- March

I have always maintain excellent interpersonal skills with the ability to

build strong relationships with customers and colleagues alike, employers

and business cross the board.

CONNEXIONS ENGAGEMENT & SUPPORT WORKER

February 2010- March 2011

ISLINGTON COUNCIL CHILDREN'S SERVICES, ISLINGTON

. Responsible for community calling; direct contact and following up of

clients who had fallen out of contact with the IAG service. Provided

relevant information and advice to young people and parents/carers to

maximise the chances of young people re-engaging with the service; and

recorded all information accurately.

. Supported specific Personal Advisers in managing their caseloads by

contacting young people, explaining the IAG service and making referral

appointments with the Personal Adviser,given IAG on housing benefits to

customers

. Inputted data and generated reports using the Connexions Client

Information System (CCIS).

. Responsible for all administration duties, supporting 12 Training

providers and Apprenticeship programmes.

. Broader knowledge and experience of providing debt advice and budget

management advice to young people and adults, I have always understand

the principles of budgeting with low income families, also in depth

understanding of the financial inclusion and financial literacy agenda.

My ability to maintain accurate records of customer interactions/cases

loads. I have experience of working with diverse audiences.

ACCOUNT MANAGER (FND PROGRAMME) (APPRENTICESHIP PROGRAMME) September

2009 - February 2010

TALENT/CALDER UK LTD, HOLLOWAY

. Assisted in the delivery of the Flexible New Deal Contracts across

Central and South West London (UK's largest Welfare to Work contract)

Engaging with Local Authorities to source apprenticeship placements and

vacancies.

. Made business development calls to introduce Calder UK and Talent

services and represented company to potential employers through face-to-

face business opportunity meetings.

. Responsible for building and maintaining long term relationships with

employers and developed a comprehensive understanding in the individual

employers needs, excellent numeracy, literacy and IT skills in all

companys I have worked for.

EMPLOYMENT & TRAINING CONSULTANT (TEMPORARY CONTRACT)

March 2009 - June 2009

NHS JOBSHOP, KENTISH TOWN

. Enabled unemployed individuals to develop skills, increase employability

and gain/sustain employment through training, 1:1 information, advice,

guidance, ongoing job searches and support.

. Lead responsibility for recruitment, assessment and selection of

candidates through community outreach and partnership working. Also for

the provision and delivery of training courses, course material and

individual learning and action plans my experience of working with

diverse audiences in all welfare to work programme.

. Delivered flexible customer-driven services in partnership with internal,

external and key stakeholders.

. Developed and maintained all administrative and monitoring systems.

. Involved in the successful organisation and co-ordination of job fair

events.

EMPLOYMENT CONSULTANT

April 2003 - January 2009

WORKING LINKS, WEMBLEY

. Facilitated and was accountable for performance targets, which were

placing 32 sustainable job outcomes per month in my team. Additionally

ensured contract compliance at team level. Lead responsibility on five

major consultancy contracts.

. Lead responsibility for motivating staff, writing regular reports for the

executive management team.

. Worked closely with external bodies and key organisations successfully

building community relations and assisting some of the most disadvantaged

members of the community IAG to clients on housing benefits and financial

budgets

. Provided, information, advice and guidance to all applicants reflecting

their need and level of priority.

. Lead responsibility for the provision and delivery of training courses,

course material and individual learning and action plans.

CUSTOMER SERVICE ADVISER (TEMPORARY CONTRACT)

February 2003 - April 2003

JOBCENTRE PLUS, HARLESDEN

. Responsible for registering unemployed clients and conducting job match

interviews to gain employment.

. Regular liaison with external agencies in order to arrange the provision

of CV workshops and other relevant employment training e.g. IAG on

housing benefits, financial budgets IBS calculations

. Lead responsibility for filing trademarks around the world. Worked

closely with the legal department

. Responsible for generating all correspondence, carrying out

administration and research duties together with providing a front line

service dealing with all welfare benefits my experience of assessing

Benefit Claims and council Tax benefits. It was my responsible to up to

date knowledge of welfare benefits and welfare reform and wordlessness

agenda to member of the public, my ability to develop benefit

maximisation campaigns were I was in jobcentre magazine for top

performances hitting targets on going.

INTERIM PROJECT CO-ORDINATOR (TEMPORARY CONTRACT)

October 2002 - February 2003

STONEBRIDGE AREA YOUTH PROJECT, STONEBRIDGE

. Assisted in the recruitment process of employing professional actors and

with the recruitment of inspirational speakers in keeping with the

project's ethos of empowerment.

. Managed and co-ordinated sponsorship and fundraising activities such as

concerts and performances.

. Responsible for maintaining all administration systems and petty cash

duties. Provided a front line customer service - dealing with customer

queries, concerns, payments, invoices and event bookings.

. Responsible for regular report writing and bid applications.

FUNCTION MANAGER (TEMPORARY CONTRACT)

August 1997 - October 2002

BRENT COUNCIL, STONEBRIDGE

. Responsible for managing events and ensuring each event was supported

according to size of function, managing and supervising a small team.

. Co-ordinated external activities, promotion and marketing with external

advertising agencies to promote venue and venue facilities.

. Maintained good working relationships with local charities and voluntary

services to ensure the use of function rooms and facilities.

. Responsible for maintaining all administration systems and responsible

for invoices and payments as well as facilities using in-house staff

and external agencies, my experience in proven line management with 10

employee.

EDUCATION AND QUALIFICATIONS

NEBS Management Introductory Certificate in Management City & Guilds 7307

(July 2001)

The Further and Adult Education Teachers' Certificate Stage 2 City & Guilds

7307 (NVQ 4 equivalent) (July 1997)

The Further and Adult Education Teachers' Certificate Stage 1 City & Guilds

7307 (July 1995)

BTEC Level 3 Diploma First Award in Business and Finance (July 1992)

Craft Trainer Awards (Training Skill One) City & Guilds 7061/2 (July 1987)

Secondary Education 5 O'Levels (London Board) (July 1981)

Training- various certificates gained, including:

Connexions Islington Project Management (March 2011)

Connexions Islington First Aid at Work (FAW) HSE (March 2011)

Connexions Islington Engaging with Adolescents (February 2011)

Connexions Islington ECAF Stage 1 & 2 (January 2011)

Connexions Islington Introduction to All London Child Protection Procedures

(March 2010)

UK driving licence

REFERENCES: Available on request

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