Nicola Darby
Milton Keynes,Northants
Summary
A seasoned professional with extensive expertise in stakeholder communication, compliance reporting, and risk mitigation management. Demonstrates strong negotiation skills and contractual expertise, coupled with a passion for customer service and cultural sensitivity. Adept at managing complex multi-vendor strategies and project management, with a proven track record in financial proficiency and innovative solutions. Self-motivated and committed to achieving excellence in all endeavours.
Overview
37
37
years of professional experience
Work history
Soft Services Manager
Bidvest Noonan
Milton Keynes, Buckinghamshire
10.2024 - Current
- Engaged and Collaborated with Tenants ,Local Stakeholders and Suppliers on day to day basis.
- Maintained Risk and Contractual Compliance within local and national regulatory process requirements
- Fostered a culture of open communications within the team and tenants promoting collaboration
- Regular performance reviews of soft services team members to ensure high-quality service delivery.
- Liaised with suppliers maintaining budget constraints and ensured service level agreements adhered too
- Enhanced client satisfaction by continually looking at new innovation across market leaders.
- Established clear budgets and cost controls strategies to achieve profit on successful contract year on year.
Soft Services Manager
OCS - Tupe to Bidvest Noonan
Milton Keynes, Buckinghamshire
08.2020 - 10.2024
- Represented client on viewings for new potential tenants , providing insight to day to day operations, footfall , resource market and pre start meetings in event of fit outs.
- Managed existing tenant queries and concerns, resulting in improved satisfaction, with monthly presentations on footfall, incidents, planned works and events
- Engaged with Shaw Trust and Milton Keynes Council Employability teams for long term unemployed, armed forces and people for disabilities into work. Successfully employing several team members and supporting their ongoing support and training to become valued members of the team
- Coordinated hiring, recruitment and training strategies to build successful team across Housekeeping, Security and Guest Services .
- Prepared audits, reporting and compliance reviews, aligning with Regulations and Client requirements
- Implemented environmentally friendly cleaning practices, reducing company's carbon footprint. Successfully being awarded Green Apple for chemical cleaning
- Implemented wellness strategies to support staff, Tenants and local businesses, from change of use of changing room room to sensory room, stoma friendly toilets for visitors and staff. Around the world food day, charity support and rewards and recognition for staff and tenants. Quiet room for staff to use on breaks
- Established clear budgets and cost controls strategies to meet objectives and increase in profit year on year
- Liaised with local schools for interactive programmes. Visits to site for Waste and Customer Services
- Managed scheduling of events; ensured smooth operation of activities. Including annual Christmas parade of arrival of Father Christmas across all services
- Investigated accident reporting to identify liability risks and implemented new checklist for all potential liability cases ensuring all relevant witness statements, records, first aid and data taken at time of incident
- Developed and implemented contingency plans to deal with emergencies. Including training and hosting desk top and drills for Senior Managers, Tenants and staff across all service providers
- Managed Supplier relationships, ensuring quality service delivery at all times, adhering to SLA's and setting up KPI.
- Reviewed and improved landscaping across scheme alongside environmental initiatives - Bee hive's on roof, Green roofs on a number of areas and wildflower areas.
Operations manager
CBRE - Career progression to Soft Services Manager
Milton Keynes, Buckinghamshire
03.2015 - 08.2020
- Analysed performance of Soft Services partner, identified areas for improvement in operations management.
- Represented client with large Planned preventative maintenance projects, sprinklers, Roof repairs and travertine replacement
- Reduced overhead costs through efficient resource allocation and budget management.
- Liaised with stakeholders including Environmental Health, Milton Keynes Council, Business Resilience for transparent communication and better engaged supported decision making.
- Developed risk mitigation strategies, ensured business continuity during crisis.
- Monitored Health and Safety standards, collaborating with Water hygiene specialists, Health & Safety Auditors, Asset Managers , Loss Adjustors and Insurance consultants on behalf of CBRE
- Maintained clear and accurate records of all compliance activities for audit purposes. Updating Meridian database to ensure trail of actions
- Conducted and supported compliance audits to ensure adherence to regulations - Fire Risk Assessments, Water Audits and Health & Safety Audits
- Negotiated contracts with suppliers for cost-effective procurement of resources.
Deputy Operations Manager
CBRE
Milton Keynes, Buckinghamshire
05.2010 - 03.2015
Health & Safety Fire Officer
CMKSMC - Progression to Deputy Operations Manager
Milton Keynes , Buckinghamshire
07.2008 - 05.2010
Health & Safety Coordinator
CMKSMC
Milton Keynes, Buckinghamshire
04.2006 - 07.2008
First line support agent
NEC - relocated to Milton Keynes
Birmingham, West Midlands
10.2003 - 04.2006
Real estate agent assistant
Taylor Walsh - Career into Fulltime employment
Milton Keynes, Buckinghamshire
10.2001 - 10.2003
Recruitment Consultant
Reed Employment - Relocation to Solihull
Milton Keynes, Bucks
08.1996 - 10.2001
General Insurance Advisor
Abbey National - Career Progression
Milton Keynes, Buckinghamshire
08.1988 - 08.1996
Education
NEBOSH - Fire Safety - Fire Safety - Health & Safety
NEBOSH
Warwick, Warwickshire2010
Health & Safety General Certificate - Health & Safety
NEBOSH
Northampton, Northamptonshire2009
GCSEs - English Literature, English Language, Maths, Science, Business Studies, French, Photography, Art
School Education
Skills
- Stakeholder Communication, Influential & Engagement
- Compliance Reporting
- Risk Mitigation Management
- Passionate about Customer Service
- Complex Multi-vendor Strategy
- Strong negotiation skills
- Contractual Expertise and Development
- Project Management Experienced
- Financial proficiency
Accomplishments
ROSPA Health & Safety Award 10 years consecutively
Sceptre Security Team of the year 2024
BICS Supervisor of the year 2023
BSIA Award Security Team
Green Apple Award - Chemical Free Cleaning 2023
International Customer Services award - Open to All strategy - 2018
Timeline
Soft Services Manager
Bidvest Noonan
10.2024 - Current
Soft Services Manager
OCS - Tupe to Bidvest Noonan
08.2020 - 10.2024
Operations manager
CBRE - Career progression to Soft Services Manager
03.2015 - 08.2020
Deputy Operations Manager
CBRE
05.2010 - 03.2015
Health & Safety Fire Officer
CMKSMC - Progression to Deputy Operations Manager
07.2008 - 05.2010
Health & Safety Coordinator
CMKSMC
04.2006 - 07.2008
First line support agent
NEC - relocated to Milton Keynes
10.2003 - 04.2006
Real estate agent assistant
Taylor Walsh - Career into Fulltime employment
10.2001 - 10.2003
Recruitment Consultant
Reed Employment - Relocation to Solihull
08.1996 - 10.2001
General Insurance Advisor
Abbey National - Career Progression
08.1988 - 08.1996
NEBOSH - Fire Safety - Fire Safety - Health & Safety
NEBOSH
Health & Safety General Certificate - Health & Safety
NEBOSH
GCSEs - English Literature, English Language, Maths, Science, Business Studies, French, Photography, Art
School Education
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