Summary
Overview
Work History
Education
Skills
References
Training
Education Qualifications And Training
Gaps In Employment - Reason
Timeline
Generic

LESLEY TATTERSHALL

Monkbretton

Summary

Dynamic leader with extensive experience at Abbeyfield York Society Ltd, excelling in quality assurance and regulatory compliance. Proven track record in business development, enhancing service standards, and fostering team leadership. Successfully directed financial activities, achieving significant growth while maintaining operational efficiency and a strong focus on customer satisfaction. Versatile manager with a background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.

Overview

19
19
years of professional experience

Work History

Society Manager

Abbeyfield York Society Ltd
York
01.2024 - Current
  • Directed tasks related to the commissioning of various sites, including a major dementia-focused 25-unit development.
  • Led a team including the Registered Manager, care support workers, accounts team, maintenance team, and kitchen staff.
  • Presented regular updates and reports to a group of eight trustees.
  • Reviewed and updated systems and processes to align with new quality assessment frameworks.
  • Handled contractual agreements.
  • Business development.
  • Compliance and regulatory governance include both the CQC for care services and the Regulators of Social Housing for the accommodations.
  • Facilitated residents' meetings.
  • Handled complaints, identifying solutions.
  • Business continuity and contingency plans.
  • Completed comprehensive assessments to identify risks and updated necessary documentation.
  • Identifying areas of business development.
  • Directed financial activities including budget preparation, rent collection, service charge assessment, and income monitoring for care services.
  • Directed investigations related to safeguarding.
  • Boosted customer acquisition through targeted strategies.
  • Provided mentorship to elevate skills and competencies of team members.
  • Oversaw recruitment and onboarding processes.
  • Created solutions to boost customer contentment and retention.
  • Directed recruitment, hiring, and training of new staff members.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.

Business Manager

Pennine Care Centre/ NYMS
Glossop
12.2022 - 01.2024
  • Directed recovery efforts leading to significant business improvement.
  • Coordinated operations for diverse settings, including complex mental health units and residential care.
  • Enhanced substandard service, resulting in positive rating from CQC in six months.
  • Communicated key information to managing directors.
  • Enhanced service standards by aiding RM's upskilling and continuous improvement.
  • Evaluate and enhance policies and procedures.
  • Promoted transformative ethos to foster a collaborative environment.
  • Managed comprehensive cleanup initiatives and modernization efforts across both units.
  • Partnered with MDTs and Local Authority to advance service improvements.
  • Engaged in consistent identification and reporting of safeguarding matters.
  • Performed regular audits through visual checks.
  • Conducted accident and incident analysis, gathered client feedback, and addressed complaints.
  • Facilitated professional growth with development initiatives during supervision, appraisal, and team meetings.
  • Conducted frequent interactions with residents and their families to provide support.
  • Translated customer needs into operational plan to fulfill projects with right resources.
  • Managed budgeting, forecasting, and financial analysis processes to ensure financial health.
  • Communicated client priorities, delivering presence and business objectives.
  • Implemented successful business strategies to increase revenue and target new markets.
  • Streamlined operational processes and systems to enhance efficiency and reduce costs.

General Manager

Jacobs Gate Retirement Village, Adlington Management Services
Sheffield
11.2020 - 01.2022
  • Directed general management tasks for the senior living community consisting of 65 apartments.
  • Managed a team of Duty Managers while overseeing duties of kitchen/restaurant teams, housekeeping staff, and maintenance personnel.
  • Ensured compliance with Health and Safety regulations.
  • Established systems and services in accordance with ARCO standards from the onset.
  • Collaborated effectively with sales and marketing teams to drive business growth.
  • Conducted appraisals and managed employee sickness by holding return to work meetings.
  • Guided meetings involving both staff and homeowners.
  • Coordinated events and activities promoting inclusion, equality, and diversity.
  • Cultivated an enjoyable space for homeowners and staff by supporting organizational mission and principles.
  • Oversaw service charge monitoring and management.
  • Executed audits to ensure adherence.
  • Analyzed feedback to uncover improvement opportunities in service processes.
  • Conducted crisis and contingency planning in collaboration with the Health and Safety Manager.
  • Formed and sustained strategic relationships with clients.
  • Created a positive work environment by developing team building activities that encouraged collaboration among departments.

Quality and Compliance Manager

David Lyman Limited
Witham St Hughs
12.2019 - 10.2020
  • Assisted in operational activities of partner's organization.
  • Oversaw adherence to quality and compliance metrics.
  • Contract management and customer liaison.
  • Enhanced service quality through effective account supervision.
  • Ensured compliance with health and safety regulations.
  • Supervised allocation of resources.
  • Processed payroll to ensure timely and accurate compensation.
  • Managed office operations and administrative tasks efficiently.
  • Maintained detailed database of compliance data, activities and actions taken.

Business Development Manager

Arrow Self Drive Vehicle Rental Company
06.2018 - 09.2019
  • Transitioned from role overseeing registered care services to address immediate family needs.
  • Managed and supported staff.
  • Enhanced company brand visibility through innovative initiatives.
  • Developed professional connections with stakeholders to improve service.
  • Ensured adherence to quality and compliance standards.
  • Implemented company vision and values among the staff.
  • Compiled monthly reports for Directors.

Registered Care Manager

Caremark Barnsley Domiciliary Service
Barnsley
12.2016 - 04.2018
  • In role as the Domiciliary Registered Care Manager at Caremark covering the Barnsley Borough
  • I managed the service, liaising closely with the contracts team at BMBC to restructure the framework for support to live at home services in the Barnsley Borough
  • During the implementation I managed growth and development, the service increased from delivering 1900 hours care to 2800 hours per week
  • Staffing levels increased from 92 people to almost 252 as I introduced and promoted a more empathetic and supportive staff management approach within the management team which impacted positively on staff retention
  • I worked to build positive relationships with the LA’s contracts team, social services, continuing care services, care coordinators and most importantly our customers and their families, all whilst ensuring growth was managed both safely and effectively with little disruption to service delivery and without compromising on the quality-of-service, remaining compliant
  • I was responsible for the operational management of the service, working alongside and coordinating a large internal staff team as well as the dispersed care team
  • Communication is the key and ensuring people feel supported and valued, promoting this ethos throughout the team of managers
  • The structure of the team was as follows, Deputy Care Manager, 3 administrators, 4 Care Coordinators, 3 Field care supervisors, 4 senior carers and 175 care and support workers
  • Liaising building and maintaining positive relationships with professionals to influence continuity of care
  • Meeting targets and leading the continuous development of the business, monitoring KPI’s on a weekly basis, supplying reports, identifying trends for operational meetings with the company directors
  • Working alongside the local authority contracts team building positive working relationships to contribute to business growth and development
  • Processing complaints/ concerns identifying learning and service development needs
  • Leading on problem solving when difficult situations arise during service delivery
  • Safeguarding lead, attending best interest/ vulnerable adult meetings alongside clinicians and other professional bodies
  • Monitoring quality assurance by completing internal audits identifying risks to service to enable us to be proactive as oppose to reactive
  • Identifying staff training needs within the staff team and supporting staff through development via supervisions and appraisals
  • Promoting, marketing the service in various forums, organising events to attract new business and for the purpose of recruitment
  • Leading through change management impacted by business development and implementation
  • Health and Safety
  • Compiling quarterly reports for Contract Monitoring including relevant KPI’s identifying trends and providing contingency plans / risk assessments when required

Care Manager

HC-One
Holmfirth
09.2016 - 12.2016
  • In the three months that I worked at White Rose House Nursing home I was in post as the Care Manager
  • White Rose House is a 64-bed nursing/residential home based in a semi-rural setting
  • My role was to oversee the overall day to day running of the home
  • Part of my duties and responsibilities were as follows:
  • Compliance and quality
  • Identifying evidencing and underpinning the Key lines of enquiry to reflect the 5 fundamental standards
  • Ensure the delivery of quality, person-centred care
  • Budget Management
  • Staff recruitment, induction, retention, appraisals, delivering staff training, conducting investigations and disciplinaries when necessary
  • Promoting the company’s vision and values
  • Chairing meetings and deliver training
  • Needs Assessments and implementing Person Centered Care Planning, Dols assessments and applications
  • Monitor and maintain quality standards and ensure health and safety compliance
  • Liaise with, and maintaining partnerships with, other local community organisations
  • Ensure any regulatory activity, such as personal care and administering medicines, is delivered within regulations
  • Provide information, advice and support to residents and their families when appropriate
  • Staff disciplinary’s, sickness monitoring, risk assessments

Dementia Support Manager

Alzheimer’s Society
Wakefield
05.2015 - 09.2016
  • Managed dementia support for Alzheimer’s Society in Wakefield & Five Towns.
  • Led a team of staff and volunteers offering information, guidance, and support to individuals living with Dementia, their families, and carers.
  • Collaborated with Dementia specialist Consultants and Admiral Nurses at Field Head Hospital.
  • Ensured service delivery aligned with LA contractual requirements.
  • Adapted systems to handle increased referrals efficiently.
  • Facilitated service accessibility for hospital patients.
  • Enhanced comfort and positivity during patient admissions by eliminating obstacles.
  • Enhanced support for healthcare teams and patient care experiences.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Adhered to organizational policies related to confidentiality of information pertaining to customers.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Conducted regular meetings with staff members to discuss challenges faced by customers.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Improved internal processes to increase customer response times and employee productivity.

Registered Manager/ Nominated Individual

MBrace Care & Support Ltd
Barnsley
05.2014 - 04.2015
  • I set up the company MBrace Care & Support Ltd to deliver home support to people living in Barnsley
  • The company was registered to deliver personal cares to meet people’s needs whist remaining in their own homes
  • Compiling implementing and reviewing the Service Level Agreement, Policies & Procedures
  • Creating and implementing robust systems Compliance and quality
  • Ensure the delivery of quality, person-centered care
  • Budget Management
  • Recruitment, induction, appraisals, cascade staff training, supervise staff
  • Chairing meetings and deliver training
  • Needs Assessments and implementing Person Centered Care Planning, Dols assessments and applications
  • Monitor and maintain quality standards and ensure health and safety compliance
  • Liaise with, and maintaining partnerships with, other local community organisations
  • Ensure any regulatory activity, such as personal care and administering medicines, is delivered within regulations
  • Provide information, advice and support to residents and their families when appropriate
  • Staff disciplinary’s, sickness monitoring, risk assessments
  • Identifying and underpinning key lines of enquiry to reflect that the service is compliant with the 5 fundamental Standards

Deputy Home Support Manager

Alzheimer’s Society
Wakefield
09.2012 - 05.2014
  • Deputy Home Support Manager - Deputy Manager for a registered home support service based in Wakefield
  • This service supports people with dementia and their carers in the community to prolong the need for residential care

Registered Manager/ Nominated Individual

Harmony Barnsley Limited
Barnsley
05.2013 - 04.2014
  • I was employed to set up the supported living service (which specialised in supporting clients with mental ill health) for the company director as he had no knowledge or experience in health and social care at all
  • I created the concept and took the service through registration and eventually getting it established as a highly regarded service by professionals and clients
  • I was responsible for safeguarding our service users and staff and any other visitors to the service
  • I implemented all policies and procedures, recruited trained and inducted staff to a high standard to ensure service users received a high quality of care and support
  • Implemented tools to do quality audits to ensure standards became as high as possible
  • I attended Manager’s forum to ensure we remained fresh and up to date with current legislations and new good practices
  • I was responsible for attending tribunals and best interests’ meetings, working closely with commissioners in Barnsley and other Multi-disciplinary teams which gave consistency to service users on the care programme approach
  • I learnt so much from this experience which will enable me to carry out this role at Mbrace

Deputy Project Manager

South Yorkshire Housing Association
Barnsley
11.2005 - 04.2011
  • As Deputy Project Manager for Jubilee Gardens, a residential mental health rehabilitation unit
  • Working alongside the Project Manager and standing up in her absence to ensure the service was compliant, safe, and effective
  • Promoting a positive and proactive person centered approach to supporting and caring for people with complex mental health needs
  • I assisted to set up an Extra Care Service (Westhead’s Extra Care in Barnsley)
  • Duties and responsibilities included liaising with service users and their families to receive their feedback to implement and co-ordinate activities which would help exclude isolation, promoting positive social relationships within the community
  • I dealt with complaints and ensured we did everything in our power to resolve any issues as sensitively and timely as possible
  • I mentored staff in their role as support workers and assisted in the recruitment of the new Project Manager

Project Worker

South Yorkshire Housing Association
Barnsley
  • As a Project Worker I had three roles including supporting young homeless people in Barnsley, supporting people to sustain tenancies in the community and supporting people with enduring mental health needs
  • I worked with clients who were ex-offenders, single parents, those who misused drug and alcohol

Education

Level 5 Diploma in Leadership and Management for Health and Social Care and Children and Young Peoples Services -

05.2018

NVQ Level 4 in Management and Leadership (LMA) - Health and Social Care

Care 2 Care Training through SYHA
10.2010

NVQ Level 2 - Health and Social Care

Care 2 Care Training through SYHA
06.2007

O’level - English, History, Maths, Technology, Geography, IT, Integrated Science

Oaks Comprehensive School
01.1985

Skills

  • Quality assurance
  • Regulatory compliance
  • Budget management
  • Contract negotiation
  • Business development
  • Customer relationship management
  • Team leadership
  • Crisis management
  • Operational efficiency
  • Corporate governance
  • Problem-solving
  • Documentation and reporting

References

  • Sharon Bossons, Operations Manager, Adlington Management Services, Congleton, S.Bossons@adlington.co.uk, 07976361482
  • Mrs Wendy Porter, Head of Care Quality, Contracts and Compliance, Holly Bank Trust, Roe Head, Far Common Road, Mirfield, West Yorkshire, WF14 0DQ, 07804699903
  • Chris Brian, Area Manager, Arrow Self Drive, Caldervale Road, Wakefield, WF1 5PH, chris.brian@arrowselfdrive.com, 07793442770

Training

  • Mental Capacity Act, Deprivation of Liberty’s
  • Infection Control
  • End of Life Care/Palliative Care
  • Safeguarding
  • Health & Safety
  • Record Keeping
  • Managing Staff and Supervisions
  • Mental Health Awareness
  • Medication
  • Dementia Awareness Training/Person Centred Approach
  • First Aid
  • Fire Warden Training
  • Legislation Awareness
  • Equality & Diversity
  • Teenage Suicide & Self Harm
  • Domestic Violence
  • Lone Working
  • Managing Difficult Situations
  • CQC Regulations Awareness
  • Managing Performance & Development reviews
  • Managing People with Mental Health needs
  • Manual Handling
  • Effective Supervision and Appraisal
  • Fraud Awareness
  • Eating Disorders Awareness
  • Information Governance & Data Protection (GDPR)

Education Qualifications And Training

  • 05/01/18, Level 5 Diploma in Leadership and Management for Health and Social Care and Children and Young Peoples Services
  • 10/01/10, NVQ Level 4 in Management and Leadership (LMA) Health and Social Care (Care 2 Care Training through SYHA)
  • 06/01/07, NVQ Level 2 Health and Social Care (Care 2 Care Training through SYHA)
  • 06/01/85, O’level in English, History, Maths, Technology, Geography, IT and Integrated Science (Oaks Comprehensive School)

Gaps In Employment - Reason

I was made redundant in April 2011 and did not commence work again until September 2012. The reason for this gap in employment is due to the need to care for my son who has a diagnosis of High Function Autism/Asperger’s. During this time, I was able to support him and coordinate his care and support needs as he moved into a secondary school environment.

Timeline

Society Manager

Abbeyfield York Society Ltd
01.2024 - Current

Business Manager

Pennine Care Centre/ NYMS
12.2022 - 01.2024

General Manager

Jacobs Gate Retirement Village, Adlington Management Services
11.2020 - 01.2022

Quality and Compliance Manager

David Lyman Limited
12.2019 - 10.2020

Business Development Manager

Arrow Self Drive Vehicle Rental Company
06.2018 - 09.2019

Registered Care Manager

Caremark Barnsley Domiciliary Service
12.2016 - 04.2018

Care Manager

HC-One
09.2016 - 12.2016

Dementia Support Manager

Alzheimer’s Society
05.2015 - 09.2016

Registered Manager/ Nominated Individual

MBrace Care & Support Ltd
05.2014 - 04.2015

Registered Manager/ Nominated Individual

Harmony Barnsley Limited
05.2013 - 04.2014

Deputy Home Support Manager

Alzheimer’s Society
09.2012 - 05.2014

Deputy Project Manager

South Yorkshire Housing Association
11.2005 - 04.2011

Project Worker

South Yorkshire Housing Association

Level 5 Diploma in Leadership and Management for Health and Social Care and Children and Young Peoples Services -

NVQ Level 4 in Management and Leadership (LMA) - Health and Social Care

Care 2 Care Training through SYHA

NVQ Level 2 - Health and Social Care

Care 2 Care Training through SYHA

O’level - English, History, Maths, Technology, Geography, IT, Integrated Science

Oaks Comprehensive School

Similar Profiles

CREATE PROFILE
LESLEY TATTERSHALL