Derek Spence
Kilmarnock,East Ayrshire
Summary
Accomplished professional with extensive expertise in crisis management, resilience under pressure, and stakeholder engagement. Demonstrates a strong track record in product development, business development strategies, and conflict resolution. Adept at process improvement, sports coaching, facility management, and events organisation. Proven ability to manage budgets effectively while maintaining safety consciousness. Exceptional communication proficiency and a commitment to training and development.
Results-driven Services Manager with knack for boosting team performance and customer satisfaction. Delivered key projects on time, improved service protocols, and enhanced client relations. Known for quick problem-solving, leadership, and driving operational improvements.
Managerial professional with extensive background working in leisure industry. Skilled at directing and critically evaluating provision of specialised services. Owns recruitment and training activities, facility management and high-level reporting.
Overview
25
25
years of professional experience
4
4
years of post-secondary education
Work History
Housing Asset Services Manager
East Ayrshire Council
Kilmarnock, East Ayrshire
08.2010 - 03.2021
- Developed new procedures by comprehending customer requirements.
- Identified training needs and opportunities to provide Continued Professional Development (CPD) for staff.
- Enhanced overall performance with the introduction of key metrics and KPIs.
- Managed customer complaints for improved client satisfaction.
- Directed activities of staff to maximise service availability and play to teams' strengths.
- Managed inventory of resources necessary for service provision.
- Administered service contracts to enhance business relationships.
- Ensured compliance to industry standards through regular monitoring and auditing.
- Boosted team morale with regular training and feedback sessions.
- Drove process improvements leading to increased efficiency and cost savings.
- Addressed customer queries promptly for enhanced satisfaction levels.
- Implemented new policies to reach regulatory compliance.
- Strategised long-term business needs and drove customer feedback for process improvements.
- Managed environmental risks associated with all business units to guarantee employee safety.
Head of Building and Works
East Ayrshire Council
Kilmarnock, East Ayrshire
09.2008 - 08.2010
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Developed plans and strategies to promote continuous improvement.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Improved efficiency and productivity by introducing new working practices.
- Promoted continuous improvement by problem-solving and sharing suggestions to optimise team operations.
- Analysed data and information to identify issues and create tailored solutions.
- Increased customer satisfaction by resolving issues.
- Delivered high-quality results within budget and timeframe targets.
- Displayed energy and enthusiasm in fast-paced environment.
Community Recreation Manager
East Ayrshire Council
Kilmarnock, East Ayrshire
04.1996 - 09.2008
- Answered queries and handled complaints to provide outstanding customer service.
- Planned medium to long-term business targets to optimise company performance and growth.
- Generated short and long-term marketing strategies and coordinated internal teams to implement them.
- Directed public-facing and support teams to complete quality, cost-effective work on schedule.
- Developed recreational programmes and events, managing logistics and allocating facility resources.
- Maintained strong working relationships with colleagues and senior management.
- Managed finances and administrative requirements to keep centre operating according to targets.
- Liaised with suppliers for cost-effective procurement of recreational equipment.
- Set and managed budgets, controlling expenditure and keeping efficient use of resources.
- Implemented promotional strategies to drive centre traffic and meet profit goals.
- Ensured adherence to health and safety regulations with regular facility checks.
- Collaborated with other departments for seamless event execution.
- Trained staff in delivering exceptional customer service, reflected in positive feedback from guests.
Education
Degree in Sports and Recreation Management - Sports and Recreation
Dunfermline College of Physical Education
Edinburgh 08.1981 - 04.1985
Skills
- Crisis management
- Resilience under pressure
- Stakeholder engagement
- Product development expertise
- Business development strategies
- Conflict Resolution
- Process Improvement
- Sports Coaching
- Facility Management
- Events Organisation
- Budget management
- Safety consciousness
- Communication proficiency
- Training and Development
Affiliations
- Golf, golf and golf!
Timeline
Housing Asset Services Manager
East Ayrshire Council
08.2010 - 03.2021
Head of Building and Works
East Ayrshire Council
09.2008 - 08.2010
Community Recreation Manager
East Ayrshire Council
04.1996 - 09.2008
Degree in Sports and Recreation Management - Sports and Recreation
Dunfermline College of Physical Education
08.1981 - 04.1985
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