Kevin Franklin
Basinstoke,Hampshire
Summary
Strategic and results-driven manager with over 20 years’ experience leading organisational transformation, operational delivery, stakeholder engagement, and continuous improvement across the charity and energy sectors. Experienced in leading cross-functional teams that enhance organisational performance, improve processes, and deliver sustainable outcomes. Skilled in using data, insight, and performance metrics to inform decision-making, influence stakeholders, and drive meaningful change. Proven ability to manage competing priorities, lead multidisciplinary teams, mitigate operational risks, and deliver organisational objectives.
Overview
28
28
years of professional experience
Work history
Advice and Information Service Manager
The Macular Society
Andover, Hampshire
2018.07 - 2026.08
- Lead service improvement initiatives to raise engagement and accessibility outcomes.
- Improved accessibility by implementing service data feedback and insights to better meet user needs.
- Collaborate across teams to redesign services for joined-up patient experiences.
- Developed patient information services that enhanced support for individuals living with sight loss.
- Built stakeholder relationships to influence decisions and integrate patient-focused practices into service delivery.
- Lead teams through organisational change while maintaining service quality satisfaction.
- Accredit information services to align with quality standards and best practice.
- Promote accessible communication principles to support understanding and engagement.
Project Manager
SSE
Havant, Hampshire
2017.06 - 2018.03
- Managed change initiatives across complex environments, ensuring stakeholder engagement throughout the process.
- Coordinated stakeholders to enhance service delivery and customer outcomes, streamlining operational effectiveness.
- Led cross-functional initiatives for smart metering transformation programmes, enhancing integration across teams.
- Designed and implemented customer-focused improvements with technical, operational, and customer teams.
Business Design Lead
SSE
Havant, Hampshire
2011.10 - 2017.06
- Designed and implemented operational processes supporting large-scale Smart Metering transformation programmes.
- Contributed to development of operational procedures and governance frameworks that facilitated effective Smart Metering delivery.
- Coordinated defect management activities with technical, operational, and third-party stakeholders to investigate issues and prioritise resolutions, ensuring timely problem-solving.
- Supported User Acceptance Testing (UAT) by identifying system defects, validating fixes, and ensuring operational readiness for smooth project delivery.
Perfomance Manager
SSE
Basingstoke, Hampshire
2010.06 - 2011.10
- Introduced KPIs and performance frameworks, enhancing accountability and service visibility.
- Coached staff through performance improvement initiatives, boosting capability and engagement.
- Recognised employees and supported development initiatives, reinforcing team culture.
Team Manager
SSE
Basingstoke, Hampshire
2006.10 - 2010.06
- Developed performance monitoring system to enhance compliance and support continuous improvement initiatives.
- Led daily planning and performance checks to ensure adherence to regulatory compliance standards.
- Addressed audit-flagged issues to uphold regulatory trust and commitment.
Csutomer Service Advisor
SSE
Basingstoke, Hampshire
2000.09 - 2006.10
- Resolved pressing customer issues, securing repeat business.
- Guided customers through troubleshooting processes, improving resolution rates.
- Conducted regular meetings with staff, enhancing morale and fostering productivity.
Store Manager
Houseworks
Basingstoke, Hampshire
1999.02 - 2000.09
- Oversaw daily store operations, maintained stock levels, optimised staff rotas, and upheld customer service standards.
- Resolved customer complaints with tailored solutions, enhancing customer satisfaction and loyalty.
- Administered store budget, controlled expenses to meet financial targets.
Education
GCSEs - Maths, English, History, Geography, Drama, Photography
Testbourne Community School
Whitchurch, HampshireSkills
- Project management
- Budget management
- Data analysis
- Stakeholder communication
- Service delivery
- SLA management
- Process improvement
- Leadership and team management
- Interpersonal communication
- Strategic planning
- Training and development
- Efficient delegation
- Performance monitoring
- CRM platform knowledge
Affiliations
- Health wellbeing and exercise
- Music
- Film
- Sport
- Cooking
Timeline
Advice and Information Service Manager
The Macular Society
2018.07 - 2026.08
Project Manager
SSE
2017.06 - 2018.03
Business Design Lead
SSE
2011.10 - 2017.06
Perfomance Manager
SSE
2010.06 - 2011.10
Team Manager
SSE
2006.10 - 2010.06
Csutomer Service Advisor
SSE
2000.09 - 2006.10
Store Manager
Houseworks
1999.02 - 2000.09
GCSEs - Maths, English, History, Geography, Drama, Photography
Testbourne Community School