Gemma Cowles

Facilitates NI Energy Advice Service (NIEAS), Schools Energy Awareness Programme and Oil Savings Network in a project management role. Responsibility for integrating various Customer Service organisational operations, in order to provide and maintain a consistent, coherent and quality service.

Ensures NIEAS and Oil Savings Network are delivered in line with the agreed targets, standards and procedures within the Unit Business Plan.

Implements effective administration and reporting control systems and platforms to manage customer involvement, via reporting functions dashboard for NIEAS and OS Network.

Contributes to the production of project business cases for work packages and continuous improvement projects.

Delivers comprehensive data analytics to stakeholders, partners and funders with reports to assist with delivery of energy and fuel poverty monitoring.

Establishes, maintain and improve quality monitoring of customer interactions. Analyse data in order to develop plans to motivate, and encourage NIEAS and OS Network Energy Advisors, while striving to improve processes and product quality.

Ensures that the NIEAS and OSN projects are managed in line with GDPR and Ofcom customer service regulations.

Identifies and assesses Project risks, helping maintain a risk register and mitigating risk measures.

Monitors, evaluates and implements energy awareness templates.

Briefs consultants and contractors; in line with procurement guidelines for continuous and BAU.

Prepares and maintains spreadsheet based systems to monitor project costs and process grant payments.

Facilitates consultation with all relevant stakeholders.

Ensures delivery of relevant parts of Unit Business Plan and statutory KPI targets.

Represents Housing Executive, as necessary, at meetings, events and conferences.

Drafts monthly progress/performance reports.

Assists the Sustainable Development Manager in production of relevant briefing material for Senior Management.

Implements, support and monitor the delivery of audit compliance in line with standards required internally by the Housing Executive including the Financial Control Unit, Internal Audit and NIAO external Audit.

Works effectively with internal and external parties to achieve shared communication outcomes – across all NI Schools.

Knowledge of community based project delivery and the application of good governance.

Manages and mentor a team of Energy Advisors.

Undertakes relevant role related professional development through performance appraisal Develop and lead professionalism in Customer Service and IT within NIEAS and OSN Energy team.

Procures promotional merchandise – in line with procurement policy.

General

Prepares appropriate business cases, tenders and quotations, in line with financial and procurement regulations, policies and procedures and corporate timescales.

Provides a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion.

Ensures continued and effective working relationships with key internal and external stakeholders.

Represents management as required and provide support and cover for officers to ensure resilience as far as practicable.

Undertakes the duties in such a way as to enhance and protect the reputation and public profile of NIHE.

Complies with and enforce all NIHE frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance.

Directs and signpost managers and officers to the appropriate source for issues outside the remit of this post.

Undertakes project work as directed by management using the principles of good project management and in line with NIHE practice.

Participates as directed in the Housing Executive's Resourcing activity in line with NIHE's Resourcing Policies and Procedures.

Undertakes any other duties which may be assigned to meet organisational need and the change agenda and which are reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined.

• Plans, designed, and scheduled phases for large projects.
• Monitors project performance to identify areas of improvement and make adjustments.
• Coordinates with cross-functional teams to resolve project issues and mitigate risks.
• Achieves project deadlines by coordinating with stakeholders to manage performance.
• Provides detailed project status updates to stakeholders and executive management.
• Identifies plans and resources required to meet project goals and objectives.
• Develops and initiated projects, managed costs, and monitored performance.
• Provides detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Coordinates material procurement and required services for projects within budget requirements.
• Prepares and submitted project invoices for review and approval.
• Develops and implemented strategic project plans to meet business objectives.
• Manages projects from procurement to commission.
• Negotiates and managed third-party contracts related to project deliverables.
• Drafts project reports to identify successful outcomes, insights and future recommendations.
• Monitors project progress, identified risks and took corrective action as needed.
• Maintains open communication by presenting regular updates on project status to customers.
• Schedules and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
• Tracks project and team member performance closely to quickly intervene in mistakes or delays.
• Reports regularly to managers on project budget, progress and technical problems.
• Develops and implemented project plans and budgets to ensure successful execution.
• Analyses project performance data to identify areas of improvement.
• Recruits and oversees personnel to achieve performance and quality targets.
• Sources, vetted and managed vendors needed to accomplish project goals.
• Verifies quality of deliverables and conformance to specifications before submitting to clients.
• Facilitates workshops to collect project requirements and user feedback.

Note: This summary of responsibilities and personal duties is not intended to be exhaustive. This role will develop and change in line with strategic corporate programmes and projects.

Undertook data analysis leading to data insights and management reporting. These insights supported the Housing Service to improve by ‘solving problems’, reducing failure demand, delivering cost efficiencies, and maximising income. The role defined methods & approach to large scale and complex change solutions.

Executed Business Intelligence activities for the Housing Service, specifically, the focus will be on use of data visualisation tools to provide insight and inform service change and improvement.

Provided expertise in use of analysis tools (MS Power BI) following industry best practices and methodologies.

Refined business processes using logic, ensuring that definitions are in place to meet business reporting standards and deliver business performance reporting.

• Produced reports each month outlining housing and waiting list metrics.
• Conceived and oversaw data filtering and Housing Need special projects.
• Set objectives for KPIs, measuring housing investment plans and community planning (Councils) and established performance benchmarks.
• Directed work of development programme group employees, monitoring quality, compliance and productivity.
• Implemented and developed operational standards, policies and procedures.
• Developed and implemented new filing systems to improve organisational efficiency and productivity.
• Reviewed and analysed reports, records and directives to obtain data required for planning department activities.
• Evaluated hiring and promotions requests.
• Provided strong leadership to enhance team productivity and morale.
• Identified cost improvement changes and cost savings plans to increase company savings.
• Monthly meetings to create business plans and workshops to drive successful business.
• Recommended and implemented successful strategies to maximize revenue.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Ordered new equipment and inventory and scheduled repairs for damaged equipment.
• Examined quarterly financials to determine business operating capacity.
• Developed proposals and presentations for internal and external audiences.
• Modified inventory control programs to maintain and enhance annual business plan.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
• Worked with Corporate Comms to develop social media, e-blast and public relations campaigns.
• Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
• Consolidated vendors and renegotiated contracts to optimize costs.
• Executed appropriate staffing and budgetary plans to align with business forecasts.