Karen Millard
Birmingham,West Midlands
Summary
Dedicated professional with extensive expertise in complaint management, conflict resolution, and investigative procedures. Demonstrates proficiency in case investigation planning, regulatory compliance, and data protection regulations. Skilled in document examination, evidence evaluation, and information verification while maintaining confidentiality. Strong interpersonal communication and analytical thinking abilities enhance problem-solving capabilities. Committed to delivering quality assurance through effective communication strategies and constructive feedback. Career goal: to further employ her skills in a challenging role that demands attention to detail and decision-making excellence.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work history
Customer Relations Manager
Solihull MBC
Solihull, West Midlands
05.2013 - 07.2025
- Led the Children's & Adults Complaints Team at Solihull Council, managing all service-related complaints.
- Ensured compliance with regulations while maintaining high-quality service delivery standards.
- Cultivated effective relationships with customers and internal stakeholders, including councillors.
- Streamlined communication channels, enhancing efficiency in service delivery processes.
- Established robust complaints procedures for thorough and efficient investigations.
- Enhanced the quality of investigations, resulting in increased first-stage complaint resolutions & 100 % reduction in stage 2 budget spend.
- Collaborated with relevant business areas to improve written response quality.
- Produced and presented performance reports to senior management and council meetings.
Operational Manager - Solihull Children's Trust
Solihull MBC
Solihull, West Midlands
06.2008 - 05.2013
- Led cross-functional teams to boost coordination and efficiency.
- Investigated serious performance issues in the Child Protection & Review Unit and worked with senior staff to improve performance.
- Managed all administrative staff on three sites for seamless operations.
- Ensured regulatory compliance by updating processes continuously.
- Streamlined business support operations across the Trust.
- Facilitated communication between professional and administrative staff.
- Implemented systems to improve operational transparency.
- Fostered continuous improvement, enhancing team performance.
Education
Level 4 - Management
Institute of Leaders & Managers
United KingdomNVQ Level 3 - Administration
Business Administration
United KingdomA-Levels - Economics, French, History, General Studies
Park Hall Secondary School
United Kingdom 09.1983 - 05.1985
Skills
- Complaint management
- Conflict resolution
- Investigative procedures & reporting
- Case investigation planning
- Regulatory compliance
- Statutory compliance
- Data protection regulations
- Document examination
- Evidence evaluation
- Information verification
- Confidentiality maintenance
- Investigative research
- Interviewing techniques
- Interpersonal communication
- Analytical thinking
- Problem solving
- Communication strategies
- Constructive feedback
- Quality assurance
- Relationship building
- Patience and perseverance
- Empathy and understanding
- Communication proficiency
- Decision making under pressure
- Critical evaluation
- Resilience under pressure
- Multitasking
- Resourcefulness
- Highly committed
References
On application
Affiliations
Children with Special Educational Needs, football and caring for grandchildren which employs caring, negotiating, planning and nurturing skills.
Timeline
Customer Relations Manager
Solihull MBC
05.2013 - 07.2025
Operational Manager - Solihull Children's Trust
Solihull MBC
06.2008 - 05.2013
A-Levels - Economics, French, History, General Studies
Park Hall Secondary School
09.1983 - 05.1985
Level 4 - Management
Institute of Leaders & Managers
NVQ Level 3 - Administration
Business Administration
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