Philippa Rudge

• Manage a caseload of up to 80 participants, delivering tailored employment support to help individuals secure and sustain work.
• Consistently exceed performance targets while maintaining compliance with DWP contractual requirements, safeguarding, and data protection standards.
• Create SMART action plans and provide coaching to overcome employment barriers, improve skills, and achieve positive outcomes.
• Develop relationships with employers, training providers and partner organisations to maximise employment opportunities.
• Train, onboard, and coach new colleagues, supporting performance, compliance, and service delivery standards.
• Conduct quality assurance audits, identifying trends and delivering targeted coaching to improve team performance and customer satisfaction.
• Provide guidance on complex cases, compliance requirements, and operational challenges, demonstrating leadership beyond the core Employment Advisor role.
• Contribute to continuous service improvement through performance monitoring, audit activity, coaching, and operational support.

Key Achievements:

• Consistently exceed monthly participant job outcome targets while maintaining high-quality service delivery and compliance standards.
• Recognised as a subject matter expert and trusted support resource for colleagues requiring guidance on complex cases and operational challenges.
• Selected to support onboarding and development of new team members, helping maintain service quality during periods of growth and change.
• Contribute to maintaining green performance ratings through quality assurance activity, performance monitoring, and sharing best practice.
• Undertakes additional responsibilities beyond the core advisor role, supporting quality, compliance, and operational improvement initiatives.

• Led and coordinated a team of up to 40 employees per shift, managing workload allocation, attendance, performance, and operational priorities while ensuring productivity, quality, and operational targets were consistently achieved.
• Managed staff queries and resolved workplace issues efficiently.
• Reviewed performance data to identify skill gaps and implemented targeted coaching and training plans to improve operational performance.
• Worked closely with interdepartmental management teams to ensure business continuity and operational efficiency.
• Ensured shipments were collected within required timeframes and resolved issues affecting customer deliveries.
• Identified machinery faults and workstation issues, escalating maintenance requirements to minimise operational disruption.
• Worked flexibly across shift patterns in a fast-paced distribution environment.

Key Achievement:

• Promoted to Process Guide from Order Pick Consultant in recognition of strong performance, leadership potential, and operational knowledge.

• Installed and maintained TV, broadband, and telephony services for residential and business customers.
• Delivered high levels of customer service while managing multiple daily appointments independently.
• Diagnosed technical faults and resolved service issues efficiently while maintaining quality and safety standards.
• Managed scheduling, stock control, compliance documentation, and job reporting requirements.
• Built strong customer relationships through effective communication and problem-solving.
• Worked consistently to performance targets, service standards, and health and safety requirements.

• Analysed contract terms and conditions and negotiated agreements with business partners.
• Managed communication with policyholders, brokers, dealerships, and internal departments.
• Utilised Excel and PowerPoint to process financial information, invoices, and performance reports.
• Produced weekly and monthly reporting for account managers and third-party dealerships.
• Maintained knowledge of Fleetware systems including Accounts, Lease Link, Kwik Control, and Quote.

Key Achievement:

• Reduced company debt by £750,000 within a 12-month period, significantly improving financial performance and cash flow.

• Vetted applications and liaised with third-party consultants and customers to prepare insurance policies.
• Worked to strict weekly and monthly service level agreements and performance targets.

• Delivered excellent face-to-face customer service.
• Managed cash handling and supported daily store operations.