SARA SMITH
Dursley,Gloucestershire
Summary
Accomplished professional specialising in leadership, team development, and strategic planning. Proven track record in performance management and coaching, enhancing organisational success through effective stakeholder engagement and adaptability to change. Expertise in recruitment processes aimed at improving operational efficiency and meeting business objectives. Dedicated to promoting growth and innovation in fast-paced environments.
Overview
17
17
years of professional experience
4013
4013
years of post-secondary education
1
1
Certification
Work history
Operations Manager
Ecovision
Quedgeley, Gloucestershire
2024.08 - 2025.07
- Oversaw daily operations, managing booking processes and subcontractor coordination for 8 agents.
- Conducted data analysis using Excel to clean datasets and identify trends.
- Demonstrated expertise in solar energy systems, focusing on rooftop installation maintenance.
- Managed key client portfolios through proactive relationship management, ensuring effective communication.
- Handled FIT submissions, including compilations and liaising with FIT licencees.
- Developed and implemented systems to enhance operational efficiency and meet business objectives.
- Introduced performance metrics to improve staff accountability and productivity.
- Mentored team members, supporting their career growth opportunities.
Central Services Manager
Ecovision
Quedgeley, Gloucestershire
2023.09 - 2024.08
- Managed IT, recruitment, HR, facilities, training, and contract management functions in a dynamic environment.
- Led all internal project management, which included a company-wide rebrand, ensuring seamless transition and stakeholder engagement.
- Developed and implemented comprehensive HR policies and designed a People Management Framework.
- Prepared detailed HR audit reports for Directors, identifying gaps and proposing corrective actions.
- Mentored Central Services Teams to boost productivity and enhance overall performance.
- Held full P&L responsibility, overseeing budgeting and financial planning to drive cost efficiency.
Sales Through Service Lead
Europa Group
Thornbury, Bristol
2019.08 - 2023.09
- Led a high-performing sales-through-service team of 15, ensuring compliance and operational excellence.
- Spearheaded integration of sales and customer service departments, overseeing training and process development.
- Provided coaching and performance management to optimise team success.
- Assisted in recruitment, budgeting, and process enhancements to improve efficiency.
- Developed scripting and IVR compositions to enhance customer interactions.
- Participated heavily in departmental process improvement initiatives.
- Regularly deputised for Operations Manager, addressing queries and preparing reports.
Bookings Team Manager
Corinium Care
Nailsworth, Gloucestershire
2019.01 - 2019.07
- Managed daily operations of Bookings Team to ensure timely allocation and confirmation of client bookings.
- Established strong relationships with active and inactive carers to maintain appropriate availability.
- Achieved advanced rostering to provide continuity for clients and carers.
- Addressed customer complaints promptly, ensuring customer satisfaction and retention.
- Ensured adherence to company policies, resulting in fewer discrepancies and conflicts.
Domestic Sales Performance Lead
Good Energy
Chippenham, Wiltshire
2018.09 - 2018.11
- Led a team of 10 New Acquisition & Retention executives, setting and monitoring performance objectives.
- Designed and implemented KPIs, coaching frameworks, and structured feedback mechanisms.
- Contributed to designing scheduled rosters to manage workload and resource allocation.
- Developed and executed training strategies based on a skillset matrix for ongoing team development.
- Liaised proactively with stakeholders on long-term service improvement strategies for the department.
- I was made redundant from the role due to restrictions being introduced to the energy market.
360 Recruitment Consultant
Red Recruitment
Bristol
2017.05 - 2018.08
- Established and nurtured client relationships, negotiating contracts to enhance service delivery.
- Proactively sourced candidates through job boards, social media, and direct mail campaigns.
- Conducted interviews and assessments to match applicants with vacancies at client companies.
- Organised interviews and selection events, coaching candidates for optimal performance.
Home Moves Team Leader
Ecotricity
Stroud, Gloucestershire
2016.11 - 2017.05
- Managed a team of 14 advisors to enhance customer journey for home movers.
- Introduced sales function to boost customer engagement and retention through scripting and training.
- Ensured consistent achievement of all team and department KPI benchmarks.
- Served as escalation point for advisors and supervisors regarding staff and customer enquiries.
Contact Centre & Emergency Support Team Leader
Ecotricity
Stroud, Gloucestershire
2013.05 - 2016.11
- Led a team of 18 support agents to deliver exceptional customer service.
- Ensured achievement of team and department KPI benchmarks consistently.
- Enhanced staff capabilities through coaching and monthly performance reviews.
- Developed new starter induction and training programmes for incoming staff.
- Directed recruitment processes for new starters and provided peer-level support.
- Conducted annual and quarterly appraisals for each team member.
Sales Advisor
Ecotricity
Stroud, Gloucestershire
2012.11 - 2013.04
Contact Centre Advisor
Ecotricity
Stroud, Gloucestershire
2010.03 - 2012.10
Sales Administrator
Draycott Bakery
2008.06 - 2010.03
Education
A Levels -
Rednock School
Dursley, Glos /2005 - 2007.01
GCSE's - Maths, English
Rednock School
Dursley, Glos /2000 - 2005.01
Skills
- Leadership and team development
- Process improvement and implementation
- Performance management and coaching
- Strategic planning and budgeting
- Stakeholder management
- Change management and adaptability
- Recruitment processes
Certification
Mental Health First Aider - March 2025
Fire Warden - September 2024
First Aider - January 2024
Timeline
Operations Manager
Ecovision
2024.08 - 2025.07
Central Services Manager
Ecovision
2023.09 - 2024.08
Sales Through Service Lead
Europa Group
2019.08 - 2023.09
Bookings Team Manager
Corinium Care
2019.01 - 2019.07
Domestic Sales Performance Lead
Good Energy
2018.09 - 2018.11
360 Recruitment Consultant
Red Recruitment
2017.05 - 2018.08
Home Moves Team Leader
Ecotricity
2016.11 - 2017.05
Contact Centre & Emergency Support Team Leader
Ecotricity
2013.05 - 2016.11
Sales Advisor
Ecotricity
2012.11 - 2013.04
Contact Centre Advisor
Ecotricity
2010.03 - 2012.10
Sales Administrator
Draycott Bakery
2008.06 - 2010.03
A Levels -
Rednock School
/2005 - 2007.01
GCSE's - Maths, English
Rednock School
/2000 - 2005.01