Leeanne Austin
London
Summary
Dedicated professional with a proven track record in optimizing operational efficiency and delivering exceptional customer experiences. Adept at leading cross functional teams to meet service delivery targets, conducting risk assessments, ensuring health and safety compliance, and managing infection control. Committed to delivering empathetic and compassionate care while fostering resilience and assertiveness within teams. Skilled in communication and problem-solving, bringing strong customer-focused approach to every task. Dedicated to improving quality of care and enhancing patient satisfaction.
Overview
37
37
years of professional experience
5
5
years of post-secondary education
Work History
Urgent Care Service Manager
London Central & West Unscheduled Care Collaborate
London, City of London
07.2024 - Current
- Initiated robust recruitment processes, securing skilled professionals who shared our values and commitment towards providing quality care services.
- Led multi-disciplinary team meetings, ensuring all members were well-informed and engaged.
- Organised team schedules, leading to a more efficient work environment.
- Mobilised new Primary Care Sites
- Championed best practices in care services, resulting in enhanced service delivery standards.
- Implemented risk management strategies, reducing potential health and safety hazards.
- Fostered strong relationships with stakeholders for better collaboration and cooperation.
- Conducted regular staff appraisals to maintain high standards of care provision.
- Streamlined daily operations for improved efficiency in the care home.
- Developed new procedures to ensure quality of service delivery.
- Handled crisis situations calmly whilst maintaining a professional approach.
- Improved staff morale with regular training and support sessions.
- Ensured compliance with all regulatory requirements by conducting regular audits and inspections.
- Promoted a culture of respect and dignity within the care setting.
- Mentored junior staff members, fostering a positive learning culture within the organisation.
- Facilitated smooth integration of new technology into existing systems for increased efficiency.
- Oversaw people management for staff working in local communities, resolving queries, complaints and performance issues.
- Offered tailored guidance to help staff navigate complexities of daily workloads.
- Adapted to changing service-user needs by analysing data and feedback to identify areas requiring improvement.
- Collaborated with management team to strengthen operational delivery to meet high quality standards.
- Scrutinised performance metrics to identify trends and causes, using results to design meaningful changes.
- Optimised daily operations, making amendments to keep up with changing priorities.
- Upheld stringent policies, procedures to maintain consistent workplace standards.
- Supported daily operations to guide, motivate and inspire team of over 100 staff.
- Coordinated services by cooperating with other health and welfare service providers, improving offerings to service users.
- Monitored individual and team performance, implementing targeted support to drive improvement.
- Created and monitored strategic KPIs, analysing data to fuel changes to promote organisational progress.
- Managed recruitment activities to maintain talented, motivated and skilled workforce dedicated to provision of IUC services.
- Built and established working relationships with other service providers, Commissioners and peer groups across different organisations
Service manager
London Central & West Unscheduled Care Collaborate
London, London
04.2017 - Current
- Fostered strong relationships with clients through excellent customer service skills.
- Coordinated staff development training to improve overall service delivery.
- Streamlined service operations by enhancing team collaboration and communication.
- Assessed employee performances regularly, providing constructive feedback where necessary for continuous improvement.
- Ensured compliance with health and safety regulations at all times, reducing risk of accidents in the workplace.
- Maintained high standards of cleanliness and hygiene throughout the premises, ensuring customer comfort and satisfaction.
- Managed customer complaints for improved business reputation.
- Established clear lines of communication between management and staff, fostering a harmonious working environment.
- Maintained a positive work environment through effective conflict resolution strategies among staff.
- Led team meetings to set performance goals and review progress regularly.
- Liaised with suppliers for smooth operation of daily activities without interruption or delay due to lack of resources.
- Developed a comprehensive induction programme for new hires that increased their productivity levels from the onset.
- Reviewed operational policies periodically for improvements in efficiency and effectiveness.
- Delegated tasks effectively to maximise team potential and productivity.
- Oversaw workforce recruitment and development processes to guarantee service excellence.
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
- Actioned feedback from service users, resulting in improved satisfaction levels.
- Directed activities of staff to maximise service availability and play to teams' strengths.
- Managed inventory of resources necessary for service provision.
- Developed and updated internal guidelines.
- Championed organisational values to instil sense of loyalty and community.
- Oversaw maintenance of organisation's facilities to guarantee compliance with industry regulations.
Senior Operations Co-ordinator
London Central & West Unscheduled Care Collaborate
London, London
09.1999 - 03.2017
- Assisted in recruitment process, ensuring selection of skilled personnel for operations team.
- Partnered with senior management to formulate effective operational policies and standards.
- Conducted regular staff trainings, enhancing overall team performance and skills development.
- Streamlined administrative processes, resulting in improved operational efficiency.
- Strengthened team efficiency by implementing streamlined operational procedures.
- Updated procedural documentation, guaranteeing consistent execution of daily tasks.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Streamlined processes to improve and optimise office operations.
Despatcher
LCW UCC
London
05.1998 - 04.1999
- Aided drivers in coordinating logistics, resulting in optimised home visiting times for patients
- Monitored driver whereabouts using effective communication via in car and base two way radio
- Managed emergency situations effectively to minimise disruption in services.
- Upheld and updated call logs, call records and other important documentation.
- Operated multi-line telephone console system to answer calls.
- Prioritised tasks to ensure timely despatch of home visits to patients
- Streamlined communication for quicker response times.
Senior receptionist
St Quintin Health Centre
London
07.1995 - 04.1999
- Facilitated effective communication by liaising between various departments within the organisation.
- Contributed to team efforts by offering help during busy periods or when colleagues were absent from work due to illness or holiday leave.
- Scheduled appointments with clients to promote efficient time management practices within the company.
- Enhanced customer satisfaction with exceptional telephone etiquette and professional in-person communication.
- Greeted patients upon arrival, creating a friendly atmosphere from the first point of contact.
- Took and communicated messages to minimise interruptions to staff workflows.
- Answered and helped resolve enquiries from vendors and general public.
- Prioritised tasks to maintain reliable service throughout peak times.
- Handled sensitive information, maintaining strict confidentiality at all times.
Data input clerk
Dateline computer Dating Agency
London
06.1988 - 04.1999
- Enhanced system performance by regularly updating, maintaining, and backing up databases.
- Prepared documents for data entry to streamline processing times.
- Met strict deadlines through diligent time-management practices.
- Executed general administrative duties to aid overall office workflow efficiencies,.
- Offered support in resolving technical issues encountered during data entry processes.
Education
O-level's - English, Maths, French
St Augustine's Secondary School
London 09.1980 - 07.1985
Skills
- Policy implementing
- Empathy and compassionate care
- Risk assessment conducting
- Health and Safety Compliance
- Multidisciplinary team collaboration
- Recruitment and training
- Microsoft Office Suite proficient
- Infection control procedures
- Service planning
- Policy implementation
- Multidisciplinary collaboration
- Appraisals
- Team Leadership
- Conflict Resolution
Affiliations
- Reading, Puzzles, Crystals, Music.
Timeline
Urgent Care Service Manager
London Central & West Unscheduled Care Collaborate
07.2024 - Current
Service manager
London Central & West Unscheduled Care Collaborate
04.2017 - Current
Senior Operations Co-ordinator
London Central & West Unscheduled Care Collaborate
09.1999 - 03.2017
Despatcher
LCW UCC
05.1998 - 04.1999
Senior receptionist
St Quintin Health Centre
07.1995 - 04.1999
Data input clerk
Dateline computer Dating Agency
06.1988 - 04.1999
O-level's - English, Maths, French
St Augustine's Secondary School
09.1980 - 07.1985
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