Summary
Overview
Work History
Education
Skills
Timeline
Generic

ANNE-MARIE DE LA NOUGEREDE

Performance & Resource Manager
Uckfield,East Sussex

Summary

Experienced 1st and 2nd line manager recognized for exceptional service delivery, awarded the National Emergency Contact Centre Awards 2026 for establishing a centre of excellence. Proven leadership in team management and customer satisfaction enhancement. Skilled in implementing best practices for high-quality service delivery.

Overview

26
26
years of professional experience

Work History

Performance & Resource Manager

Sussex Police
01.2014 - Current
  • Improve team readiness by reviewing professional portfolios and updating leadership knowledge.
  • Forecast demand using workforce, telephony datasets, optimizing staffing for service levels.
  • Manage disaster recovery during unplanned technology failure, notifying Force liaison promptly and giving clear direction to leaders on actions required.
  • Manage 84 staff across probation attendance, contact, control, and portfolios daily. Record probation meeting attendance and track staff performance against expected standards. Oversee portfolio activity and coordinated casework coverage to maintain continuity.
  • Maintain workforce management system through timely updates to staffing, leave, and patterns.
  • Review flexible working requests, verifying impact assessments complete before decision making.
  • Develop working relationships with key stakeholders to identify performance efficiencies opportunities.
  • Attend departmental meetings and brief senior command on team performance daily. Monitor probationary staff daily and action staffing adjustments promptly. Report any risks identified during staffing and address issues quickly.
  • Improve customer outcomes by managing challenging-period plans and complaint resolution workflows.
  • Enable effective succession planning by assessing current and projected section strengths.

Crime Management Assistant

Sussex Police
07.2000 - 01.2023

Deputy Contact Centre Room Manager

Sussex Police
04.2011 - 12.2013
  • Provided strategic direction, supporting critical thinking for operational goal attainment.
  • Maximised contact centre efficiencies while providing timely, relevant room support.
  • Owned contingency resource planning process to optimize performance and maintain continuity.
  • Identified and proactively managed changes to improve customer service
  • Tracked resource and seasonal changes, creating plans and reporting findings to senior command.
  • Monitored recruitment, coordinated duties team, and planned shift changes for staffing needs.
  • Identified opportunities for cost reduction and improved performance via resource optimisation.
  • Oversee telephony and email platforms, reviewing capacity and effectiveness continuously.

Quality and Customer Service Team Manager

Sussex Police
02.2009 - 04.2011
  • Established quality and customer service team to support adherence standards.
  • Handle day-to-day team management with consistent oversight and coordination.
  • Developed department-wide contact centre crime recording guide for all staff members.
  • Recognize strategic risks affecting stakeholders, assess impact, recommend mitigation-focused solutions.
  • Identify risk, manage documentation quality, and own evidence submission to stakeholders.
  • Improve call-handler consistency by testing question sets against current working practices.
  • Own meeting preparation by presenting analysis supporting departmental accuracy and national standards.
  • Provided Sussex Police Complaints Department review of complaints from first point of contact.
  • Managed team oversight of HR processes, monitoring sickness and attendance issues proactively.

Project Support Officer

Sussex Police
08.2007 - 02.2009
  • Assist force project management for crime database rollout into contact centre operations.
  • Improved crime service delivery by partnering with project leads and managers during change.
  • Reduce operational disruption by proactively managing risks and issues before escalation.
  • Monitored pipeline work commissioning accuracy for communications department alignment and readiness.
  • Owned training requirement definition, coordinating schedules with training team for 400 staff.
  • Monitored timelines, coordinating communications department readiness for organizational change.
  • Coordinated floorwalking coverage across teams for smooth go-live execution.
  • Support post-implementation reviews by documenting findings, issues, and follow-up actions.

Contact Centre Supervisor

Sussex Police
01.2003 - 08.2007
  • Maintain team management of jobs submitted via 999, 101 and online crime recording.
  • Ensured calls were answered within the national incident attendence policy.
  • Ensure Threat, Harm and Risk factors had been identified at first point of contact.
  • Reviewed incident backgrounds and documented findings to drive correct grading decisions.
  • Identify recording or resourcing blockages, then escalate incident impact for resolution.
  • Maintain professional practice standards, keeping procedures knowledge current for correct staff support.
  • 1st Line supervisor to team of 30 contact officers
  • Monitor performance and attendance management adherence to force policy standards.
  • Lead by example with high standards for professional practice and personal responsibility. Addressed inappropriate or poor behaviours promptly to maintain expected conduct. Set conduct expectations and encourage positive attitude to strengthen professional standards.

Crime Management Assistant

Sussex Police
07.2000 - 01.2003
  • Transcribe paper reports from police officers into crime database with diligence.
  • Manage incoming public calls regarding recorded incident updates, provide accurate signposting.
  • Handled confidential information with discretion, maintaing trust and integrity for the force.
  • Managed both incoming and outgoing mail for the department.
  • Liaised with victim support to match eligible victims with services.

Education

Bachelor of Arts - BA SOCIOLOGY

Sussex Universtiy
Sussex
1999

Certificate of Higher Education -

Pitmans
Sussex
01-1999

Sussex Police
Sussex

Skills

  • Customer service
  • Project management
  • Team leadership
  • Performance monitoring
  • Stakeholder engagement
  • Risk assessment
  • Operational efficiency
  • Complaint resolution
  • Training coordination
  • Resource optimization

Timeline

Performance & Resource Manager

Sussex Police
01.2014 - Current

Deputy Contact Centre Room Manager

Sussex Police
04.2011 - 12.2013

Quality and Customer Service Team Manager

Sussex Police
02.2009 - 04.2011

Project Support Officer

Sussex Police
08.2007 - 02.2009

Contact Centre Supervisor

Sussex Police
01.2003 - 08.2007

Crime Management Assistant

Sussex Police
07.2000 - 01.2023

Crime Management Assistant

Sussex Police
07.2000 - 01.2003

Bachelor of Arts - BA SOCIOLOGY

Sussex Universtiy

Certificate of Higher Education -

Pitmans

Sussex Police
ANNE-MARIE DE LA NOUGEREDEPerformance & Resource Manager