Vicky Johnson
LS10 3SY,Yorkshire
Summary
Dynamic Support Team Leader with expertise in team management and staff training. Drives performance improvement through effective supervision, appraisals, and ongoing training initiatives. Ensures compliance with customer support plans and risk assessments, enhancing service quality and safeguarding standards.
Detail-oriented skilled in managing rotas and optimising staff allocation. Coordinates customer audits, health and safety checks, and quality assurance processes to maintain high service standards. Implements financial impact analysis strategies, reducing costs while ensuring service continuity. Empathetic professional demonstrating strengths in conflict resolution and customer relationship management. Adapts to changing demands through effective communication and crisis intervention skills. Committed to fostering a positive team environment and enhancing the overall customer experience. Experienced in leading support teams within fast-paced environments. Boosting team morale and ensuring exceptional service delivery through clear communication and problem-solving. Driving continuous improvement while fostering collaborative and supportive atmosphere. Support Team Leader with natural talent for guiding and motivating teams to achieve high performance. Skilled in conflict resolution and delivering exceptional customer service. Proven track record of improving team efficiency and fostering collaborative work environment. Brings strong leadership and problem-solving abilities to drive operational success and elevate team productivity. Support professional with strong background in managing and coordinating team activities to ensure smooth operations. Adept at resolving complex customer issues, implementing process improvements, and fostering collaborative environment. Skilled in developing training programmes and mentoring team members to enhance service quality and efficiency.
Overview
30
30
years of professional experience
Work History
Support Team Leader
Aspirecbs
Leeds, Yorkshire
1996.09 - Current
- I currently work as a support leader within the Westerton SLS; my duties include:Managing a staff team ensuring that Supervisions, Appraisals, Training, Attendance Management, Staff competencies, Customer Audits and Health and Safety Checks are all completed. Provide support and guidance to a team of Support Workers who oversee customer support plans, and risk assessments. I ensure each customer has capacity assessments, BID and Dols, Peeps, PBS (if needed) nutritional assessments etc all in place and reviewed yearly alongside the annual review.I also make sure that each support plan is reviewed on a monthly basis ensuring that we have the most up to date information and that we are checking medications etc in a timely manner enabling us to support the customers effectively and keep hospital passports etc up to date.I manage the rota Effectively, independently and as part of a team using rota master ensuring the smooth running of the service, continuity of staff and the safety of our customers according to their needs. I also effectively organise additional staff when needed using the bank system and agencies whilst being aware of the financial impact to the company and work to reduce this impact by reviewing the rota on a regular basis.Although now not part of a tier 3 position I previously regularly processed 0019s and sent to bank, I authorised agency timesheets and in the absence of my service manager recorded the permissible hours onto the LDQM. I also manage safeguarding referrals and complete the relevant paperwork in a timely manner, following up on recommendations and reporting and recording accurately and cascading this to the staff team.
Education
St Anthonys RC primary
Leeds, LDSSt Peters and Pauls
Leeds, LDSSt Michaels High school
Leeds, LDSSkills
- Team management
- Staff training
- Risk assessment
- Customer audits
- Health and safety
- Rota management
- Support plan oversight
- Financial impact analysis
- Safeguarding procedures
- Crisis intervention
- Customer relationship management
- Quality assurance
- Performance evaluation
- Adaptive problem solving
- Conflict resolution
- Positive attitude
- Time-management
- Patience with users
- Decision making
- Active listening
- Team Leadership
- Effective communication
- Multitasking efficiency
- Patience and composure
- Relationship-building
- People Management
Timeline
Support Team Leader
Aspirecbs
1996.09 - Current
St Anthonys RC primary
St Peters and Pauls
St Michaels High school