Teresa Hall
New Romney,Kent
Summary
Accomplished professional with expertise in MI analysis and performance reporting, safeguarding, accessibility, and vulnerability support. Demonstrates strong capabilities in quality assurance, audit, risk identification, and mitigation. Skilled in labour market insight and employer engagement, with a proven track record in coaching, mentoring, and capability development. Adept at policy implementation and change delivery to drive organisational success.
Resourceful Operations Manager with knack for streamlining processes and improving team performance. Spearheaded multiple initiatives that enhanced operational efficiency and reduced costs across departments. Known for fostering collaborative work environments and driving continuous improvement.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work history
HEO Operations Manager
Home Office
2023.04 - 2026.03
- Lead a large operational team to deliver high-quality outcomes aligned to national objectives.
- Achieved 98% quality standards and consistently met performance expectations.
- Analyse MI and quality data to identify risks, trends and improvement opportunities.
- Manage workflow, resourcing and cross-skilling to build operational resilience.
- Support transformation and guide staff through significant organisational change.
- Ensure safeguarding, compliance and audit requirements are fully met.
Work Coach
DWP
2020.01 - 2023.03
- Managed complex caseloads requiring tailored interventions and safeguarding awareness.
- Built strong relationships to support behaviour change and customer progression.
- Worked with partners to secure employment, training and development opportunities.
- Delivered high-quality customer service within challenging deadlines.
Evening Team Leader
UKVI
Peterborough
2022.03 - 2022.08
- Led and motivated a small team, ensuring strong communication and effective scheduling to meet service levels.
- Ensured compliance with agreed processes, standards and quality requirements.
- Identified and implemented improvements to enhance the customer journey.
- Maintained expert knowledge of systems/ERP and ensured staff were up to date.
- Set and achieved performance targets
Disability Employment Advisor Lead
DWP
2019.04 - 2020.01
- Led disability employment strategy and supported culture change across sites.
- Upskilled colleagues to confidently support disabled customers.
- Partnered with NHS, GPs, psychologists and disability organisations.
- Strengthened outreach and community engagement.
Small Employer Advisor
DWP
2017.06 - 2019.03
- Supported employers to implement inclusive recruitment and reasonable adjustments.
- Delivered job-readiness programmes for long-term unemployed individuals.
- Worked with councils, MPs and business networks on employment initiatives.
- Provided tailored support for customers with complex needs.
Personal Advisor
DWP
2009.05 - 2017.05
- Provided targeted support to claimants with significant barriers to employment.
- Maintained labour market insight to inform job matching.
- Independently managed diary and caseload to meet targets and quality standards.
- Promoted independence, fairness and customer-centred decision-making.
Education
Diploma of Higher Education - Health and Social Care Level 3
Nescot College
Epsom 1995.09 - 1997.07
Skills
- MI analysis & performance reporting
- Safeguarding, accessibility & vulnerability support
- Quality assurance & audit
- Risk identification & mitigation
- Labour market insight & employer engagement
- Coaching, mentoring & capability development
- Policy implementation & change delivery
Key Strengths
- Strategic Leadership – Shapes team direction, builds culture, and aligns delivery with departmental priorities.
- Data-Led Decision Making – Interprets MI, quality insights and risk indicators to drive effective action.
- Customer-Centred Delivery – Promotes accessibility, fairness and quality in every service interaction.
- Capability Building – Coaches, mentors and develops staff to strengthen long-term operational resilience.
- Adaptability – Leads confidently through change, policy shifts and high-pressure environments.
- Stakeholder Influence – Engages and influences senior leaders, partners and cross-sector organisations.
Personal Attributes
- Calm, professional and composed under pressure
- Highly organised with strong attention to detail
- Sound judgement and evidence-based decision-making
- Values-driven, compassionate and fair in leadership
- Excellent communicator and relationship-builder
- Motivational leader who inspires confidence, trust and collaboration
Timeline
HEO Operations Manager
Home Office
2023.04 - 2026.03
Evening Team Leader
UKVI
2022.03 - 2022.08
Work Coach
DWP
2020.01 - 2023.03
Disability Employment Advisor Lead
DWP
2019.04 - 2020.01
Small Employer Advisor
DWP
2017.06 - 2019.03
Personal Advisor
DWP
2009.05 - 2017.05
Diploma of Higher Education - Health and Social Care Level 3
Nescot College
1995.09 - 1997.07