Summary
Overview
Work history
Education
Skills
Languages
Certification
Timeline
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Gwendoline Williams

Milton Keynes,United Kingdom

Summary

Result-driven Business Support and Compliance Manager with over 18 years of local authority experience, leading complex service operations and multidisciplinary teams across maintenance, compliance, and client management. I've consistently delivered measurable improvements, including raising compliance rates from 46% to 98% within months, and optimising performance through workforce planning, data analysis, and process improvements.

A trusted leader and problem-solver, excel at building strong relationships with clients and senior stakeholders. Also highly experienced in crisis & change management, having led a seamless remote work transition during COVID-19. Passionate about talent development and using analytics to drive service quality. Driven by continuous improvements mindset to enhance service quality & performance.

Overview

19
19
years of professional experience
1
1
Certification

Work history

Business Support Manager / Data Compliance Manager

Mears Group
Milton Keynes
12.2022 - Current
  • Proactively oversee daily operations, aligned with organisational goals.
  • Analyse operational data, identify & improve efficiency.
  • Develop process strategies reducing repeat appointments and increasing productivity.
  • Revitalise underreporting branches through staff training, workflow improvements.
  • Lead recruitment, onboarding, & mentoring including apprenticeships.
  • Reconcile data across systems, enhance transparency & accuracy.
  • Produce regular KPI reports supporting strategic decisions.
  • Maintaining client relationships through regular performance reviews and issue resolution.
  • Lead compliance initiatives, improving performance from 47% to 97% in matter of months.
  • Manage growing team of Asset/Data Insight Managers and Admin staff; actively recruiting additional leadership roles.

Out of Hours Contract Manager

Mears Group
Milton Keynes, United Kingdom
05.2019 - 12.2022
  • Led supervisors and 25 call centre agents across multiple shifts.
  • Scaled team by recruiting 30 temporary staff during peak demand.
  • Managed staff rotas and performance evaluations to maintain productivity.
  • Reported call centre metrics to senior leadership and stakeholders.
  • Transitioned team to remote work during COVID-19 without disruption.
  • Maintained client and senior management engagement via contractual reviews.
  • Developed training programs on customer experience and compliance.
  • Achieved improved supplier performance through rigorous monitoring and evaluation practices.
  • Required regulatory standards met by diligently enforcing all contract terms and conditions.

Senior Planner / Scheduler

Mears Group
Milton Keynes, United Kingdom
04.2016 - 05.2019
  • Led planning team scheduling reactive and planned maintenance, managing schedulers across two gas-responsive contracts and overseeing 130+ trades across contracts.
  • Ran reports and analysed data to improve productivity by consolidating trades and coordinating same-day visits, minimizing customer disruption.
  • Resolved scheduling conflicts, prioritized urgent jobs, and managed complaints to ensure service continuity and customer satisfaction.
  • Liaised with contractors and internal departments, introduced process improvements, and supported recruitment and resource planning.
  • Managed residents' communications to set appointment expectations and monitored job progress to ensure timely completion and compliance.

Voids Administrator

Mitie
Milton Keynes, United Kingdom
08.2006 - 03.2019
  • Managing vacant property turnaround, ensuring compliance with all legal and health and safety standards.
  • Oversaw and coordinated inspections, repair works, and utility reinstatement to enable smooth commencement and continuation of works, ensuring activities were documented and traceable.
  • Reviewed asbestos reports to confirm areas were safe and compliant prior to works starting, arrange safe removal of asbestos in line with regulations, and organise EPCs, and maintained records for auditing purposes.
  • Recognised with GEMS Award nomination for outstanding performance.
  • Reduced overdue WIP from 1,700 to just over 400 within 18 months on local authority contract, working remotely to support, train, recruit, and reconcile data across systems, achieving significant operational improvement.
  • Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.
  • Coordinated travel arrangements for executives, contributing towards seamless business trips without disruption.

Education

Medical Secretary

YALE COLLEGE
WREXHAM
2005 - 2006

Skills

  • Operational Leadership
  • Compliance & Risk Management
  • KPI Reporting & Data-Driven Decision Making
  • Team Leadership & Performance Management
  • Recruitment & Talent Development
  • Process Improvement & Change Management
  • Stakeholder & Client Relationship Management
  • Contract & SLA Management
  • Remote Team & Shift Coordination
  • Training Program Design & Delivery
  • Strong Analytical Skills

Languages

English
Advanced
Welsh
Native

Certification

IMSM Internal Audit Training - Awwab's Law - Inclusive Leadership (Virtual Training) - Investigations & Disciplinary Procedures - Performance & Probation Management (SMTP) - Recruitment & selection (SMTP) - Absence Management (SMTP) - Employee Engagement & Appraisal Training - Fairness & Inclusion in Recruitment - Absence Management (SMTP) - Asbestos Awareness (Compliance & Safety) - Process Improvement & Operational Procedures (SMTP) - Mental Health First Aider




Timeline

Business Support Manager / Data Compliance Manager

Mears Group
12.2022 - Current

Out of Hours Contract Manager

Mears Group
05.2019 - 12.2022

Senior Planner / Scheduler

Mears Group
04.2016 - 05.2019

Voids Administrator

Mitie
08.2006 - 03.2019

Medical Secretary

YALE COLLEGE
2005 - 2006

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