Olivia Exon

I lead a remote team of advisors, grants/ benefits specialists and coordinators to support thousands of disabled households per month. We provide advice on maximizing their income, managing fuel costs and other financial needs. My roles include, but are not limited to the following:

• Championing charity campaigns and initiatives to support vulnerable people experiencing fuel poverty and the effects of the 'Disability Price Tag'.
• Liaising with departments to create, develop and execute adaptive project plans in response to priorities and stakeholder requirements, ensuring delivery despite shifting parameters.
• Recruiting, interviewing and onboarding staff, including all training inline with NEA requirements.
• Fostering a collaborative work environment through co-production, ensuring staff, service users and stakeholders are actively involved in program design and delivery.
• Delegating tasks and reacting to changing workloads/projects to maintain efficient operations.
• Developing and implementing the service quality framework, monitoring standards to ensure consistent delivery and continuous improvement.
• Establishing and monitoring KPIs through CRM systems, consistently exceeding targets and delivering performance reports to funding partners.
• Completing successful marketing campaigns using Dot-digital to identify customers, contact them and provided financial support.
• Monitoring voucher budgets and producing finance reports aligned with funding bid requirements, including expenditure tracking, reconciliation, and compliance reporting for grant funders.
• Conducting regular performance reviews to identify areas of improvement for of the team, with development plans investing in each staff member.
• HR/ admin tasks for the team, including but not limited to managing staff well-being, grievances, forecasting.
• Managing inventory and operations to maintain optimal stock levels and finance levels to meet customer needs.
• Building strategic partnerships through targeted networking, representing the organization at sector events and cultivating relationships with potential funders and collaborators.
• Collecting and analysing customer feedback and outcome data to measure social impact and inform evidence-based reporting for funders and stakeholders.
• Regularly handling and recording high level safeguarding concerns as Designated Safeguarding lead.

In 2022 was hired as Energy Department Manager, during this time I have built a team of 12 from the ground up. Duties include:

• Creating and implementing legislative training materials, this is now 4 week classroom based training with practical included for new starters.
• Developing new starters and experienced staff to achieve all KPI's successfully, by identifying key areas of improvement, implementing plans to improve on these, also building upon existing strengths through tailored mentorship.
• Piloting multiple schemes for my current organisation successfully, through planning, feedback and education.
• Managing day to day duties of the department, including HR, absences, return to work meetings, recruitment, onboarding, conflict resolution. Also, delegating tasks to Seniors within the department.
• Ensuring our bid contact targets are achieved, this includes motivating the team through incentives, creating reports via excel, forecasting trends and adapting to those- all whilst ensuring existing quality of advice remains for the public.
• Completing monthly 1-2-1's and personal development plans with advisors, along with weekly reviews for all in the department.
• Being point of contact for any advice queries, difficult contacts, wellbeing or safeguarding queries, I do this by consistently learning about the ever changing industry.
• Communicate with our operations teams to ensure the collective mission of the team is achieved, via email writing, reporting, 'teams' meetings.
• Maintained excellent relationships between senior management and employees by ensuring all feel valued and engaged.
• Complete all administrative duties to deadlines, this includes liaising with referral partners around feedback, organising data and complaints handling.

Line manager to a team of 8 advisors providing consumer advice via a contact centre to the public. Duties included:

• Empowering clients with legislative advice to help resolve any consumer queries they encountered.
• Training the team on legislation and law, by identifying different learning styles and adapting training to fit with those, resulting in 100% pass rate for advisors.
• Helping screen, interview and recruit new staff providing a great retention rate for the charity.
• Ensuring the Citizens Advice ethos and Equality and Diversity were at the forefront of my work.
• Creating and maintaining a positive, supportive culture.
• Completing all tasks relating to GDPR.
• General line management, including floor walking, reviews, monthly 1-2-1's and development.
• Daily and monthly reporting on statistics to ensure bid targets were completed and advisors were contributing to this.
• Screening and providing fuel vouchers to the public via referral partners.
• Liaising with Trading standards and OFGEM as referral partners to prevent criminal action within the UK.

Managed accounts within the insurance industry. My duties included:

• Prospecting businesses to provide insurance, this included networking and building relationships with clients, bringing in business for the company,
• Helping the public with queries and completing general administrative tasks- maintaining client records, processing applications, handling paperwork and claims.
• Managing major business accounts and communicating with CEO's and Managing directors effectively via telephone and email.
• Retaining current clients through complaint handling and resolution.
• Explained complex information to customers by tailoring my approach per client.
• - Achieved KPI's set 100% of the time by self motivating.