Dean Jeffery

Failsworth, Manchester

Summary

Dynamic, results-oriented professional with a strong track record in leadership, team development, and strategic planning. Skilled at building high-performing teams through effective communication, emotional intelligence, and conflict resolution. Combines project management expertise with solid financial acumen, including budgeting and data analysis, to drive efficiency and achieve business goals.

Experienced in training and development, performance management, and delivering excellent customer service to elevate team performance and organisational outcomes. Adaptable and resilient, with a proactive approach to overcoming challenges and identifying opportunities for growth and innovation.

Overview

years of professional experience

years of post-secondary education

Work history

Digital and Performance Manager

Great Places Housing

Manchester

2023.03 - Current

Led cross-functional teams, fostering collaboration and alignment across departments to achieve shared objectives.
Promoted open communication between employees and management, strengthening a culture of transparency and mutual respect.
Implemented performance tracking frameworks to monitor progress against strategic goals and drive accountability.
Conducted comprehensive performance reviews to support effective workforce planning and development.
Identified process improvement opportunities, delivering measurable enhancements in operational efficiency.
Designed and oversaw personal development plans, supporting continuous professional growth across teams.
Improved team productivity through the introduction of structured performance management systems.
Leveraged data-driven insights to enhance overall business performance and inform strategic decisions.
Developed and monitored KPIs to align team outputs with organisational objectives.
Utilised digital analytics tools to assess performance and identify transformation opportunities.
Monitored service-level agreement (SLA) compliance, highlighting risks and driving corrective actions.
Coordinated cross-departmental initiatives to streamline operations and improve workflow efficiency.
Led the successful implementation of a new company-wide telephony system as departmental project lead.
Conducted thorough reviews of staff performances for better workforce management.
Developed KPIs to guide team towards business goals.
Collaborated with management to develop and implement Key Performance Indicators, improving productivity and growth in line with key business objectives.

Customer Service Manager

The Guinness Partnership

2007.06 - 2022.07

Managing 15 direct reports.
Managing a contact centre of 70 employees on a rotary basis.
Manage the team approach to customer service standards in accordance with the company policies and procedures.
Liaise with other departments and key stakeholders as required.
Manage budgets and targets to achieve value for money and the highest level of customer service and satisfaction.
Provide support to colleagues through feedback from contact analysis for team members, and development of joint improvement plans, based on customer and quality feedback.
Deliver high levels of employee engagement through regular contact, performance, management and creating a sense of team throughout the customer service centre.
Manage high-risk customer situations regarding data protection, confidentiality or third-party access to information.
Provide out of hours cover and manage escalation processes for multiple areas of the business including anti-social behaviour safeguarding, and home ownership.
Ensuring correct procedures are followed in regard to appropriate identification, and monitoring and recording of safeguarding concerns.

Education

High School -

Failsworth High School