JOHN MILONE
Bristol
Summary
Capability and training manager with 8 years’ experience working in social housing, specialising in systems adoption, integration and role-based training. I work in highly regulated environments where compliance, audit scrutiny, Ombudsman risk and service pressure are constant, and where poor system adoption quickly translates into service failure.
My focus is on making systems and processes work in practice. I design and embed systems-based training that reflects real end-to-end workflows, supports colleagues and managers through change, and provides confidence that requirements are understood, applied and evidenced
Overview
8
8
years of professional experience
Work history
Capability & Training Manager
Curo Group
2018.01 - 2026.01
- Achieved full adoption of contact-based case management for repairs, ensuring all works are tracked end to end through a single Contact.
- Designed and embedded end-to-end workflows linking First Touch job acceptance, QL case management and DRS scheduling, clarifying ownership and handovers between teams.
- Led the move away from informal, shadow-based learning, introducing structured, role-specific systems training embedded in the LMS.
- Introduced cross-training across POD teams, reducing reliance on individual knowledge holders and improving resilience during leave, sickness and periods of Organisational change.
- Partnered with external contractors to embed a SharePoint-based process for uploading technical updates and completion evidence, improving audit readiness and reducing manual chasing by internal teams.
- Used time-and-motion analysis to identify duplicated admin and workflow bottlenecks, informing process improvements and resourcing decisions in high-demand services.
- Produced clear Visio workflow maps to support system change and training, giving teams and managers a shared understanding of how workflows end to end across systems.
- Social Housing
Training & Quality Manager
Curo Group
2018.01 - 2024.01
- Alongside my current role, responsible for improving the quality and consistency of training across customer service and operational teams.
- Designed and delivered systems and process training aligned to real operational workflows.
- Reviewed and refreshed training content to reflect regulatory and organisational change.
- Introduced quality checks to ensure training was applied consistently in practice.
- Social Housing
Education
Certificate in Training Practice -
BA HONS - Social Policy and International Relations
Skills
- Role-based systems training
- Systems integration support
- LMS development
- Workflow mapping
- Change coaching
- Audit-ready learning
Additional Information
Full UK driving licence, Comfortable working across regions and in hybrid roles, Experienced in supporting colleagues and managers through system change and implementation
Custom Section
Eight years’ experience working within a housing association environment., Strong understanding of housing regulation, compliance expectations and Ombudsman scrutiny, Experience supporting repairs, asset, estates, damp & mould and property safety services, Confident working with contractors and third parties in compliance-led environments, Used to operating with legacy systems, high demand and competing priorities
Personal Information
Title: Capability & Training Manager
Timeline
Capability & Training Manager
Curo Group
2018.01 - 2026.01
Training & Quality Manager
Curo Group
2018.01 - 2024.01