Sue Graham
Summary
With over 15 years of experience in the welfare-to-work and homelessness sectors, I have developed a deep understanding of how to support individuals facing complex barriers to employment and housing. Throughout my career, I have successfully delivered a wide range of employability and skills contracts, helping people with diverse and challenging needs, including those experiencing homelessness. I have built and managed large teams, overseen multiple locations, and driven performance across diverse services, from employability training to outreach for homeless individuals. My strengths lie in leading projects that promote social inclusion, managing key stakeholder relationships, and ensuring that services are both responsive and impactful. Through roles such as Community Programme Manager and Area Manager, I have played a key part in the strategic development of homelessness services, providing leadership in crisis intervention, client support, and service delivery. My experience spans managing risk, monitoring service outcomes, developing teams, and securing funding opportunities to support service growth and impact in the homelessness sector.
Overview
25
25
years of professional experience
Work history
Area Manager
Porchlight
01.2023 - 02.2025
- As an Area Manager, I am responsible for the strategic and operational development of services across Porchlight, ensuring the quality and effectiveness of our offerings
- I oversee performance management, risk assessment, and build strong relationships with commissioners, funders, and other stakeholders
- I provide leadership to service managers, ensuring they have the tools and support needed to provide high-quality services, and lead the growth and development of new services while driving operational efficiency
- Lead strategic and operational development of area services, ensuring they reflect external policy changes and best practices
- Develop quality assurance structures and systems to ensure governance across all services
- Oversee financial management of services, ensuring budgets are adhered to and reviewing service performance
- Establish and maintain partnerships with commissioners, health and social care providers, and voluntary sector partners to meet strategic and operational goals
- Lead on performance and risk management, ensuring services meet funder requirements and quality standards
- Develop and implement outcome measurement systems to evidence service impact
- Manage the resourcing and development of staff, ensuring services are trauma-informed and adequately staffed with the right skills
- Support the development of service managers, fostering independent decision-making and leadership within teams
- Oversee staff management, including induction, performance reviews, and training plans
- Build relationships with key stakeholders and support the identification of growth and re-tendering opportunities
Outreach Operations Manager
Porchlight
10.2019 - 01.2023
- Responsible for the delivery of the Kent-wide Outreach service, fostering a strength-based approach to supporting homeless individuals and developing models of practice across the region
- Lead autonomously while collaborating with the Head of Service to explore opportunities for growth and development
- Uphold Porchlight's values and policies across a wide range of services, including Health & Safety, HR, Finance, Housing Services, and Support Services
- Lead and develop services, continuously seeking opportunities for improvement and growth
- Identify and create community-based service opportunities, working with the Head of Service to develop specifications and secure funding
- Manage multiple project managers across teams and services, ensuring high standards of delivery
- Contribute strategically to the development and direction of Porchlight services, aligning with the organisation's strategic objectives
- Meet with commissioners and funders, presenting reports that clearly demonstrate the impact and effectiveness of services
- Monitor and evaluate service performance, ensuring compliance with Porchlight policies, procedures, commissioners' requirements, and best practice (e.g., safeguarding)
- Focus on continuous service improvement and staff development, carrying out performance and development reviews (PDRs), and ensuring training needs are met
- Facilitate regular 1:1 meetings with project managers and front-line staff to ensure support and performance alignment
- Promote client involvement in education, employment, and volunteering initiatives across the charity
- Ensure that all working practices comply with the charity's policy and procedural requirements
- Collaborate with statutory and voluntary sector partners and stakeholders to grow and expand the charity's impact
- Represent Porchlight externally in relevant forums, meetings, and working groups, maintaining a visible and influential presence
- Deliver training to the wider organisation in areas of specialism and expertise
- Identify and mitigate risks within projects and services, maintaining strong oversight of potential issues
Community Programme Manager
Royal British Legion Industries
01.2011 - 06.2019
- Lead a team of 15 staff and 20+ volunteers, overseeing recruitment, training, and ongoing development
- Accountable for operational performance, ensuring successful contract delivery and continuous service improvement
- Build relationships with employers, partners, and the Department for Work and Pensions (DWP) to enhance programme offerings and secure funding opportunities
- Promote skills courses and employability contracts to a diverse group of individuals
- Prepare and present financial and performance reports to senior management and prime contractors, including forecasting and budget management
- Manage quality, compliance, and performance to meet key KPIs and targets
- Conduct regular staff observations, audits, and ensure adherence to health and safety standards
- Lead and oversee the performance of the Work Programme in Kent, consistently achieving the best results within the supply chain for seven years
- Identify and secure new funding opportunities, such as collaborations with Your Leisure Thanet and Southern Housing
- Currently managing a transition to a more flexible delivery model, including the closure of centres and the shift to outreach and co-location sites
Employability Consultant
01.2008 - 01.2011
- Delivered exceptional customer service and support to a wide range of clients with varying barriers to employment, from lack of confidence to severe mental health conditions
- Led and coached clients through employability skills courses, including CV writing, interview techniques, goal setting, and job search strategies
- Ensured an effective customer journey by offering tailored advice and a range of services to meet individual needs
- Managed relationships with local employers and partner organizations to secure job vacancies and further opportunities for clients
- Focused on achieving targets/KPIs, building clients' confidence, and supporting their long-term success in the workforce
- Maintained a high standard of quality and compliance in all areas of the role
Senior Telesales Operative
Brakes
01.2000 - 01.2008
- Conducted ongoing training and development for the telesales team
- Assisted the Team Leader with performance reviews and staff development
- Utilized SAP Call Management System to ensure adherence to service level agreements
- Promoted upselling and cross-selling techniques to increase sales and average delivery values
- Led by example, fostering a positive and collaborative team environment
- Managed complaints and ensured customer satisfaction through effective resolution
Education
Information, Advice and Guidance - Level 4
Institute of Leadership and Management
Endorsed Award in Leadership and Management - undefined
Institute of Leadership and Management
Development Award in Leadership and Management - undefined
Institute of Leadership and Management
Health and Safety Training - undefined
Safeguarding and Prevent Training - undefined
First Aid Certificate - undefined
GCSEs - Grades A-C, including Maths and English
Skills
- Building operational procedures
- Risk assessment and mitigation
- Contract negotiation
- Financial reporting
- Continuous Improvement implementation
- Performance monitoring
- Process mapping
- Operational strategy
- Supply chain management
- Leadership development
- Team Leadership
- Interpersonal communication
- Strategic planning
- Training and Development
- Project Management
- Process Improvement
- Contract management
- Data analysis
- Data analytics
- Change management
- Stakeholder engagement
Timeline
Area Manager
Porchlight
01.2023 - 02.2025
Outreach Operations Manager
Porchlight
10.2019 - 01.2023
Community Programme Manager
Royal British Legion Industries
01.2011 - 06.2019
Employability Consultant
01.2008 - 01.2011
Senior Telesales Operative
Brakes
01.2000 - 01.2008
Endorsed Award in Leadership and Management - undefined
Institute of Leadership and Management
Development Award in Leadership and Management - undefined
Institute of Leadership and Management
Health and Safety Training - undefined
Safeguarding and Prevent Training - undefined
First Aid Certificate - undefined
GCSEs - Grades A-C, including Maths and English
Information, Advice and Guidance - Level 4
Institute of Leadership and Management
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