JOYCE FRANCIS
Camberley
Summary
Accomplished professional specializing in consultant engagement and stakeholder management, with extensive experience in recruitment for permanent, temporary, and interim roles. Proficient in performance management, compliance auditing, and enhancing candidate experience through exceptional customer service. Demonstrated success in team leadership, process improvement, and operational efficiency, utilizing CRM, ATS, and HR systems effectively. Committed to promoting menopause awareness through quarterly support sessions, showcasing strong problem-solving and conflict resolution skills.
Overview
22
22
years of professional experience
Work history
Consultant Engagement Manager
Mthree/Peregrine International (formerly Capita Resourcing)
London
2022.04 - 2026.04
- As a Consultant Experience Manager I am responsible for the full lifecycle of consultant engagement, onboarding, performance management, and operational delivery across Home Office programmes. As the primary point of contact for consultants, Home Office managers, and internal operations teams, my role is to ensure a seamless experience and high-quality service.
- Onboarding & Compliance
- Coordinate end-to-end onboarding for new consultants, including SC clearance submission, contract issuance, ID verification, and health declarations.
- Liaise with Peregrine Operations and HR teams to ensure all onboarding documentation is completed accurately and on time.
- Align start dates across HR systems and Home Office requirements.
- Support Home Office managers with IT equipment requests, first-week information, and induction planning.
- Deliver induction meetings and ensure consultants understand expectations, processes, and escalation routes.
- Consultant Engagement & Day-to-Day Support
- Provide daily support to consultants, addressing HR queries, payroll issues, benefits questions, and expense queries.
- Manage DSE/HSE adjustments for consultants with medical conditions, ensuring safe and compliant working arrangements.
- Conduct performance reviews, manage underperformance, and support consultants with career development and mentorship.
- Hold monthly 1:1 meetings with consultants to review progress, wellbeing, and future opportunities.
- Support consultants returning from maternity leave, ensuring smooth reintegration.
- Pick up consultant queries that sit within operational processes where Ops teams do not respond directly, ensuring no query is left unresolved.
- Clarify areas of contention (holiday, furlough, Home Office model) to ensure consultants understand they are employed by Peregrine, not the Home Office.
- Redeployment & Talent Support
- Redeploy consultants into new business areas when engagements end, including CV refinement, interview preparation, and attending meetings with sales colleagues.
- Identify new opportunities within business areas to support Peregrine’s growth and consultant retention.
- Support Future Talent consultants with exam preparation and development programme requirements.
- Stakeholder Management
- Lead daily meetings with Home Office managers, internal teams, and consultants to ensure alignment and operational continuity.
- Meet with Home Office managers to confirm extensions, address concerns, and maintain strong working relationships.
- Provide feedback to internal teams on process gaps, consultant sentiment, and areas for improvement.
- Produce slides and reports outlining discrepancies, process issues, and recommended improvements across delivery teams.
- Operational Excellence & Process Improvement
- Monitor recurring issues, identify patterns, and implement solutions to reduce repeat problems.
- Ensure consistent messaging to consultants regarding policies, expectations, and employment terms.
- Recommend improvements to both consultant-facing and internal processes to enhance efficiency and service quality.
- Financial & Timesheet Management
- Chase missing timesheets weekly to ensure accurate invoicing and financial reporting.
- Resolve unaccounted days (e.g., sickness, holiday not logged correctly) to maintain clean financial records.
- Support consultants with payroll discrepancies and ensure timely resolution.
Office Manager / Recruiter
CFC Consult
Aldershot
2020.10 - 2022.03
- Managed day-to-day office operations, ensuring efficient workflow and process adherence.
- Oversaw budgets and financial processes in collaboration with business directors.
- Led a team of four and coordinated daily sales activity.
- Delivered recruitment across Temporary, Interim, and Permanent roles.
- Ensured compliance and a high-quality candidate and client experience.
Recruitment Consultant
Angel Recruitment
Aldershot
2019.07 - 2020.10
- Established and developed the Finance recruitment division.
- Interviewed, evaluated, and placed candidates while generating new business.
- Conducted full compliance and legislative screening.
- Supported the care division with candidate sourcing and regulatory checks.
- Managed CRM and HR databases, ensuring accurate and compliant records.
- Built strong relationships with decision-makers and provided tailored recruitment solutions.
Recruitment Manager / Consultant
Surrey Recruitment Limited
Guildford
2014.05 - 2019.01
- Managed a team of four recruiters, overseeing sourcing, interviewing, and end-to-end recruitment processes.
- Ran a successful sales desk while supporting the team to meet KPIs and targets.
- Designed and improved recruitment procedures, including onboarding and application processes.
- Implemented new sourcing methods and evaluated recruitment software.
- Managed recruitment budgets and monitored team performance.
- Built strong networks with HR professionals, colleges, and external stakeholders.
- Ensured compliance with labour legislation and industry standards.
Recruitment Manager / Consultant
Reed Employment
Guildford
2007.06 - 2014.05
- Promoted to management within two years due to strong performance.
- Managed a team of eight consultants while running a successful sales desk.
- Supported consultants in achieving monthly sales targets.
- Conducted interviews, candidate evaluations, and compliance checks.
- Built strong client relationships and delivered tailored recruitment solutions.
Childcare Assistant
Wishmore Cross School
Chobham
2004.09 - 2007.06
Education
Brentford School for Girls
Skills
- Consultant Engagement & Stakeholder Management
- Recruitment Delivery (Perm, Temp, Interim)
- Home Office / Government Process Knowledge
- Performance Management & Coaching
- Compliance, Auditing & Legislative Screening
- Candidate Experience & Customer Service
- Team Leadership & Development
- Process Improvement & Operational Efficiency
- CRM, ATS & HR Systems
- Problem Solving & Conflict Resolution
Accomplishments
Lead and promote menopause awareness across the organisation by running quarterly support and information sessions.
Team of the Year - Home Office - 20022
Timeline
Consultant Engagement Manager
Mthree/Peregrine International (formerly Capita Resourcing)
2022.04 - 2026.04
Office Manager / Recruiter
CFC Consult
2020.10 - 2022.03
Recruitment Consultant
Angel Recruitment
2019.07 - 2020.10
Recruitment Manager / Consultant
Surrey Recruitment Limited
2014.05 - 2019.01
Recruitment Manager / Consultant
Reed Employment
2007.06 - 2014.05
Childcare Assistant
Wishmore Cross School
2004.09 - 2007.06
Brentford School for Girls