Emma Louise Kennington
Newton Hall,Durham
Summary
Accomplished professional with extensive expertise in service delivery, regulatory compliance, and business continuity planning. Demonstrates proficiency in GDPR regulations, cybersecurity practices, and risk assessment to ensure operational excellence and adherence to industry standards. Skilled in strategic planning, project management, and quality assurance techniques, with a proven track record of enhancing service quality and driving business development strategies. Adept at managing customer relations, complaint handling procedures, and performance monitoring to achieve revenue targets while maintaining high service standards. Committed to leveraging analytical thinking and visionary leadership to implement change initiatives that optimise processes and foster organisational growth.
Overview
14
14
years of professional experience
15
15
years of post-secondary education
Work history
Service Manager for Quality Assurance and Market Oversight
South Tyneside Council
South Shields, South Tyneside
07.2024 - 06.2025
- Facilitated timely support for individuals receiving commissioned services in adult social work.
- Managed three functions within adult social care directorate, overseeing service brokering and sourcing.
- Ensured compliance of commissioned services with council contractual and Care Quality Commission standards.
- Oversaw contract management for Help to Live at Home, evaluating provider performance and addressing concerns.
- Conducted periodic reviews of operational policies to enhance efficiency and effectiveness.
- Performed comprehensive audits on service delivery, upholding high-quality standards consistently.
- Streamlined operations through enhanced team collaboration and communication initiatives.
- Led regular team meetings to establish performance goals and monitor progress.
- Conducted market research to guide organisational strategy and decision-making.
- Forged partnerships with other service providers to boost signposting capabilities and diversify services.
Service Manager for Regulated and Support Services
South Tyneside Council
10.2022 - 07.2024
- Managed customer complaints to enhance business reputation.
- Ensured compliance with health and safety regulations, minimising workplace accidents.
- Developed efficient workflows, significantly reducing service downtime.
- Fostered strong client relationships through exceptional customer service.
- Streamlined service operations by promoting team collaboration and communication.
- Coordinated staff development training to elevate overall service delivery.
- Conducted regular performance assessments, offering constructive feedback for improvement.
- Reviewed operational policies periodically to drive efficiency and effectiveness.
Help to Live at Home Manager
South Tyneside Council
12.2021 - 10.2022
- Established strong relationships with external healthcare providers to ensure continuity of care.
- Managed difficult situations with composure, upholding professionalism.
- Provided emotional support to residents, enhancing comfort and satisfaction levels.
- Developed resource allocation strategies that improved service delivery.
- Coordinated multidisciplinary meetings to enhance communication and service effectiveness.
- Adapted promptly to changing circumstances, ensuring consistent operations during crises.
- Led recruitment processes, selecting candidates aligned with job requirements.
- Ensured compliance with regulatory standards through ongoing monitoring and evaluations.
Head of Homecare
Supportive SRC
09.2019 - 12.2021
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Completed duties to deliver on targets with accuracy and efficiency.
- Displayed energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Oversaw daily operations to achieve high productivity levels.
Head of Dementia Services/ Operations
Care Visions at Home
07.2019 - 09.2019
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied positive customer service approach to increase satisfaction levels.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Oversaw daily operations to achieve high productivity levels.
Area Manager, North
Helping Hands Homecare
11.2018 - 07.2019
- Developed robust sales strategies to maximise revenue generation.
- Handled crisis situations promptly and efficiently, minimising potential risk or damage.
- Analysed sales data regularly for informed decision-making processes.
- Adopted sustainable practices within the organisation enhancing corporate social responsibility image.
- Conducted regular performance reviews, leading to increased staff satisfaction.
- Streamlined operations by introducing innovative managerial procedures.
- Led multiple teams across different areas, fostering collaboration and communication.
- Fostered a culture of continuous improvement within the organisation.
- Ensured compliance with all regulatory standards to maintain brand reputation.
- Improved team efficiency by implementing new strategies for task delegation.
- Liaised regularly with senior management to discuss operational updates and improvements.
- Monitored competition closely, staying ahead in market trends and consumer behaviour.
- Promoted a positive work environment which increased employee retention rate.
- Established strong relationships with key stakeholders to enhance business growth.
- Applied expertise in team leadership to address productivity and performance issues, motivating staff to achieve KPIs.
- Approached new tasks and projects with enthusiasm and passion, increasing employee motivation and morale.
- Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
- Planned and managed resources and budget to support and deliver objectives.
Interim Area Manager, Northeast
Helping Hands Homecare
07.2018 - 11.2018
Branch Manager
Helping Hands Home Care
01.2017 - 07.2018
- Conducted regular performance reviews for continuous employee development.
- Built partnerships with local businesses fostering community relations.
- Provided excellent customer service, securing client loyalty.
- Managed daily operations to ensure smooth running of the branch.
- Developed and implemented strategies for increased customer satisfaction.
- Ensured compliance with company policies, maintaining ethical standards.
- Resolved customer complaints swiftly, maintaining company's reputation.
- Coordinated with other branches for seamless service delivery.
- Improved branch productivity by implementing efficient work schedules.
- Led team meetings to foster communication and collaboration.
- Liaised with clients, resulting in strong relationships and repeat business.
- Ensured branch met all regulatory requirements for safe operation.
- Oversaw recruitment process, ensuring selection of competent staff members.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Maintained organisational compliance with applicable legislation and regulations.
Branch Manager
Care Visions at Home
04.2015 - 01.2017
Branch Manager
Allied Healthcare
11.2013 - 04.2015
Interim Branch Manager
Allied Healthcare
05.2013 - 11.2013
Coordinator
Allied Healthcare
09.2012 - 05.2013
Trainee Assessor
Release Potential
01.2012 - 05.2012
Senior Care Assistant
Gainford Care Homes
09.2011 - 01.2012
Education
Bachelor of Arts - Social Work
University of Sunderland
Sunderland 09.2008 - 06.2012
Masters - Business Studies
University of Sunderland
Sunderland 09.2000 - 07.2001
Bachelor of Science - Health Studies
University of Sunderland
Sunderland 09.1997 - 07.2000
GNVQ Advanced - Health and Social Care
Framwellgate Moor Comprehensive School
Durham 09.1995 - 07.1997
RSA - Computer Literacy and Information Technology
Framwellgate Moor Comprehensive School
Durham 09.1995 - 07.1996
GCSEs - Including Maths, English, Science, Business Studies, Geography, IT, Art, Technology and Design
Framwellgate Moor Comprehensive School
Durham 09.1990 - 07.1995
Skills
- Service delivery expertise
- Understanding of GDPR regulations
- Visionary thinking
- Technical documentation writing
- Service level agreement management
- Data analysis proficiency
- Complaint handling procedures
- Service quality assurance
- Compliance awareness
- Crisis response capabilities
- Customer relations management
- Knowledge of cyber security practices
- Efficient delegation
- Risk assessment and mitigation
- Performance monitoring
- Contract negotiation
- Quality assurance techniques
- Change implementation
- Procurement expertise
- Business continuity planning
- Service quality standards
- Interpersonal communication
- Team Leadership
- Strategic planning
- Project Management
- Quality Assurance
- Microsoft Office Suite
- Regulatory compliance
- Market research
- Customer complaint management
- Business acumen
- Staff recruitment and retention
- Policy development
- Service auditing
- Performance reporting
- Analytical-thinking
- Business development strategies
- Commercial Awareness
- Proactive approach
- Revenue target management
References
References available upon request.
Timeline
Service Manager for Quality Assurance and Market Oversight
South Tyneside Council
07.2024 - 06.2025
Service Manager for Regulated and Support Services
South Tyneside Council
10.2022 - 07.2024
Help to Live at Home Manager
South Tyneside Council
12.2021 - 10.2022
Head of Homecare
Supportive SRC
09.2019 - 12.2021
Head of Dementia Services/ Operations
Care Visions at Home
07.2019 - 09.2019
Area Manager, North
Helping Hands Homecare
11.2018 - 07.2019
Interim Area Manager, Northeast
Helping Hands Homecare
07.2018 - 11.2018
Branch Manager
Helping Hands Home Care
01.2017 - 07.2018
Branch Manager
Care Visions at Home
04.2015 - 01.2017
Branch Manager
Allied Healthcare
11.2013 - 04.2015
Interim Branch Manager
Allied Healthcare
05.2013 - 11.2013
Coordinator
Allied Healthcare
09.2012 - 05.2013
Trainee Assessor
Release Potential
01.2012 - 05.2012
Senior Care Assistant
Gainford Care Homes
09.2011 - 01.2012
Bachelor of Arts - Social Work
University of Sunderland
09.2008 - 06.2012
Masters - Business Studies
University of Sunderland
09.2000 - 07.2001
Bachelor of Science - Health Studies
University of Sunderland
09.1997 - 07.2000
GNVQ Advanced - Health and Social Care
Framwellgate Moor Comprehensive School
09.1995 - 07.1997
RSA - Computer Literacy and Information Technology
Framwellgate Moor Comprehensive School
09.1995 - 07.1996
GCSEs - Including Maths, English, Science, Business Studies, Geography, IT, Art, Technology and Design
Framwellgate Moor Comprehensive School
09.1990 - 07.1995
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