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Sloan - Prison Officer - Moorside, Sunderland, Tyne and Wear SR3, UK

Laura Sloan

Moorside, Sunderland, Tyne and Wear SR3, UK


Prison Officer

Work History

Operations Manager - Homemovers & Sales

Npower, Tyne House

From August 2012

Roles and Responsibilities
• Leading 12 Team Leaders, a Quality Analyst and 136 Advisors to achieve all Key Performance Indicators including new sales through motivation, coaching, training, development and effective communication considering cost implications to the business.

• Continuously reviewing current business processes to ensure they are not only user friendly but also cost effective and fit for purpose.

• Looking at departmental budgets and ways in which we can improve performance or processes in various areas to improve efficiency and costs.

• Strategic planning for the business area to ensure we are on track to achieve all centre targets within timescales.

• Role model behaviours to support the organisation through any changes and to also ensure optimisation of performance in all areas.

• Quality Coordinator across all call centres, creating and leading an expert team to amend the existing call structure and embed this at all levels across the business.

• Delivering regular feedback following through coaching and observations to all levels.

• Business lead for a new 'Voice of the Customer' project, leading a team of Operations Managers, Team Leaders and Customer Service Advisors to focus on customer satisfaction through various customer satisfaction surveys and feedback channels. The project team analyses data, reviewing scores and communicating to the business what our customers are telling us and what we plan to put in place to continuously improve and deliver the best customer experience and journey possible.

• Creating a healthy, happy and diverse culture across the department, empowering all managers to lead by example, challenge inappropriate behaviours and advocate company standards.

• Liaising with resource planning to agree staffing requirements which enables our department to hit agreed service levels within budget.

• Driving and monitoring performance within the department ensuring that results are delivered and targets achieved...

Operations Manager - Blended Services

npower, Tees House

From January 2012

Roles and Responsibilities
• Leading 8 Team Managers to achieve Key Performance Indicators through coaching, development and creating a highly motivated culture.
• Driving and monitoring performance within the department ensuring that results are delivered and targets achieved through effective performance management.
• Managing operational costs in line with agreed departmental budgets.
• Delivering high quality and positive customer experience when corresponding with both letters and emails.
• Managing queues for all work streams to ensure service level target is achieved.
• Liaising with resource and planning to agree staffing requirements to enable the department to achieve service level targets.
• Handling customer complaints to ensure both the customer and business needs are met, liaising with specialist departments when follow up is required.
• Managing departmental absence through coaching and supporting the Team Managers in line with company policies and procedures.
• Providing support and direction to all Team Managers through consistent and continuous professional development.
• Promoting a diverse and highly motivated culture maximising performance and delivery of results.
• Providing effective communication, ensuring all personnel are fully briefed and updated on any changes and that these are embedded into normal working practice.
• Monitor overall productivity of the department ensuring any shortfalls or issues are addressed and appropriate action is taken to resolve them.
• Chair Health and Safety meetings, monitoring and encouraging adherence to Company Policies, conducting regular work inspections across the site and discussing any non-conformance of Team Manager.

Operations Manager - Joiners and Leavers

npower, Tees House

March 2005 - January 2012

Roles and Responsibilities

• Leading 9 Team Managers, a Quality Analyst and 110 Advisors to achieve Key Performance
• Indicators through coaching, development and the creation of a highly motivated culture.
• Managing departmental absence ensuring company absence policy is adhered to, coaching and supporting Team Managers in delivering welfare calls, visits and Occupational Health referrals ensuring we achieve company targets.
• Building business relationships with back office and support functions to work together and achieve business goals.
• Liaising with Resource Planning to discuss and determine staffing requirements in order to enable the department to achieve service level targets.
• Holding regular levelling sessions with Quality Analyst and Team Managers, ensuring quality levels are consistently maintained and exceeded by the department using the call handling standards.
• Chair Health and Safety meetings and monitor encouraging adherence to company policy by conducting regular checks across the site.
• Monitoring Performance Management of the Team Managers through consistent and continuous development and coaching with feedback on achievements, areas for development and possible progression within the company. This is done within performance reviews, one to one feedback, performance through people assessments & development plans, which are put in place to help achieve their individual goals.
• Ensuring that Team Managers are effectively managing their teams' performance.
• Creating a highly motivated and diverse culture where people are happy and engaged at work,
• Ensuring that the Team Managers lead by example and any inappropriate behaviour is highlighted.
• Communication of all relevant company information using a variety of styles that match the target audience.

Duty Manager

Sitel UK

February 2004 - February 2005

Roles and Responsibilities
• Liaising with Campaign Clients.
• To implement new recruitment process, successfully ramped up FTE on the campaign from 40 -120 staff.
• Attend regular senior management meetings, sales conferences, and telephone and video conference calls.
• Managing accounts and budgets.
• Planning and coordinating incentives.
• Delivering sales training to Team Managers.

Team Leader - Outbound

More Than

March 1998 - January 2003

Roles and Responsibilities
• Managing a team of 14 Outbound Customer Service Advisors.
• Call Managing, managing campaigns and outbound leads using a predictive Dialler.
• Coaching and developing new and existing staff.
• Project management.
• Sales training.
• Recruitment.
• Reviewing performance, and appraisals.
• Performance management to ensure team achieve Key Performance Indicators.

Insurance Advisor

More Than

March 1996 - March 1998

Roles and Responsibilities
• Multi-skilled Customer Service Advisor, sales and service, selling and servicing new and existing products.

Reason for leaving: to travel to Australia.

Qualifications & Certifications

Business Management

3 A Level's Sunderland University

Farringdon School Sunderland

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